Ten years connecting business strategy, customer journeys, data and technology — web platforms, CRM and lead lifecycle architecture, workflow automation, and AI-enabled customer experiences for B2B businesses.
The same four moves, whether the problem is a website, a lead process, or an AI application.
Take a business problem everyone can feel but nobody has specified, and turn it into requirements a technical team can build against.
Architect the solution — platform, workflow, data model, lifecycle — and choose technology on fit and total cost, not novelty.
Drive it through development, stakeholders and rollout, increasingly building and prototyping directly with AI-assisted development.
Instrument the outcome so the business can see what changed — analytics, attribution, dashboards, and honest numbers.
Problem, system, outcome — and an honest note on what I would do differently.
A conversational assistant that turns a visitor's plain-language measurement problem into a cited, technically validated recommendation — with a deterministic rule engine, not the language model, holding all recommendation authority.
Rebuilding a country corporate site from a brochure into a platform that carries product discovery, technical documentation, 3D catalogue, events and enquiry capture — and became a primary source of organic traffic and digital enquiries.
Replacing fragmented shared-mailbox enquiry handling with a centralised, automated lead workflow across Power Automate, SharePoint and Salesforce — and a lifecycle framework that finally connected a digital enquiry to its sales outcome.
An IT infrastructure operations platform that started as an internal ticketing requirement and grew into a SaaS proposition — SLA management, escalation workflows, asset inventory, monitoring and operational reporting.
Most enterprise AI pilots fail an internal review not because the answers are bad, but because nobody can say what the system is structurally incapable of doing. Here is the pattern that fixes it.
The hardest part of a lead management transformation was not Power Automate or Salesforce. It was getting three teams to mean the same thing by the word "qualified".
If you are working through a transformation, an automation programme, or how to adopt AI without an unreviewable black box in the middle of it — I am always up for the conversation.