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.
Prior to joining Gartner, I spent over a decade at West Monroe and Accenture, leading digital transformation and customer service experience initiatives for Fortune 500 and mid-market clients. My work spanned strategy development, service channel redesign, and large-scale technology implementation—particularly in healthcare and financial services. I advised clients on operational efficiency, digital maturity, and innovation, often working at the intersection of technology, data, and customer impact.
Customer Service and Support Technology
Designing cost-effective and scalable self-service and digital-first support models
Orchestrating omni-channel customer service across chat, email, SMS, web, mobile, and voice
Leveraging AI and analytics to personalize interactions and proactively resolve issues
Modernizing knowledge management to support agents and customer self-resolution
Aligning customer service KPIs with business goals and customer expectations