As a Director Analyst at Gartner, I advise technology and customer service leaders on evolving and optimizing their digital customer service capabilities. I focus on self-service strategy, proactive engagement approaches, and AI-enhanced support experiences. I specialize in building digital-first customer service channels—including web, mobile apps, messaging, and social—paired with knowledge management and customer data to orchestrate lifecycle support and cost-effective personalization. I bring over a decade of experience in management consulting and digital transformation ownership across healthcare, financial services, and retail supporting both B2B and B2C enterprises. My current research agenda is how leaders can maximize the value of captured data across channels and embedding AI in service delivery.