These examples summarize work across advisory, technology strategy, roadmaps, platform modernization, GTM activation, and operational transformation.
Provided expert advisory on how AI is influencing enterprise platform decisions across CRM, ITSM, HCM, and emerging AI-native alternatives. Framed strategic implications around whether AI becomes a platform feature, an orchestration layer, a data strategy accelerator, or a disruptive threat to incumbent SaaS models.
Supported a focused benchmark study examining customer experience platforms and AI monetization strategies across leading enterprise software providers, including portfolio structure, market positioning, packaging, pricing architecture, discounting, adoption trends, budget ownership, and competitive positioning.
Advised a client evaluating the contact center market, including leading vendor capabilities, product differentiation, competitive dynamics, implementation criteria, customer journey management, AI and automation, and workforce engagement management considerations.
Developed enterprise IT and CRM modernization roadmaps for a communications provider facing aging BSS/OSS systems, manual processes, limited customer insight, and new executive leadership. Led current-state assessment, gap analysis, software assessment, enterprise architecture planning, and phased implementation guidance.
Assessed and delivered a production-ready Amazon Connect and Salesforce solution for a fast-growing transportation and e-commerce business preparing for peak holiday demand. The solution included telephony, AI-enabled voice automation, web self-service, and case management.
Led technical response, software assessment, architecture design, and executive sponsorship for a federal wildlife management modernization program. The solution included offline-capable mobile apps, geolocation-based mapping, and a hybrid Microsoft Azure and Salesforce back-end management and analytics platform.
Led executive workshops, CRM strategy, roadmap development, business case, architecture, and tool selection for a legacy home security provider modernizing customer operations in response to competitive pressure and operational inefficiency.