[ Writing ]
Writing.
My content at Qualtrics contributed to more than $9.5 million in closed‑won deals and $143 million in influenced pipeline. Here’s some of it.
Below you’ll find the reports, guides, and case studies I wrote, edited, or directed at Qualtrics, followed by my poetry.
13 published pieces
2 poems
[ 01 — Professional ]
Reports, guides, case studies.
Long-form work from my time owning North America content strategy at InMoment (now Qualtrics). These are published pieces — written, edited, or directed by me across research reports, product guides, and customer stories.
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Report · 23 ppThe 2026 Reputation Playbook
What reputation management looks like when review volume, AI summaries, and local search all move at once.
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Report · 33 ppThe 2025 APAC CX Trends Report
Regional research into how customer expectations diverge across Asia-Pacific markets.
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Report · 20 ppReputation Benchmark Report 2025
Industry-by-industry benchmarks for ratings, review velocity, and response rates.
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Report · 20 ppConversational Intelligence Trends Report
What unstructured customer conversation reveals that structured survey data misses.
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Report · 16 ppConsumer Trends Report 2024
North American consumer research on loyalty, switching behavior, and the cost of a bad experience.
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Guide · 18 ppReputation Management: The Complete Guide
End-to-end guide for EMEA markets, from review generation through crisis response.
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Guide · 17 ppHow to Build Your ICX Program
A practical build sequence for integrated customer experience programs — governance, instrumentation, and proving return.
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Guide · 11 ppAdvanced AI
Product guide translating a technical AI stack into terms a business buyer can evaluate.
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Guide · 8 ppAgentic AI
Short-form explainer on where autonomous agents actually fit in a customer experience workflow.
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Case study · 8 ppVanderbilt
How a major academic health system rebuilt patient feedback into a single operational signal.
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Case study · 8 ppBuilding a culture of accountability and care at Hillcrest
A frontline-first approach to closing the loop on patient experience.
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Case study · 10 ppBuilding a 5-star experience, from end to end
Tracing one customer journey across every touchpoint that shapes the final rating.
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Comparison · 9 ppInMoment vs. Medallia
Competitive positioning written for a sales audience — direct comparison without the usual hand-waving.
[ Availability ]
Open to select writing work
Long-form content, positioning, and editorial direction. Happy to talk about what you are trying to say.
Get in touch[ 02 — Personal ]
Poetry.
I studied writing at UW–Madison, and poetry is the writing I do for myself. Only finished work goes up here, so the list is short on purpose.
- Forgotten Toys2023 “As a hollow feeling twists nothing inside.”
- Caspian2023 “teeth like 10 thousand cutlass swords,”
[ In progress ]
A book-length poem
Desert Book — in revision. More poems as they are finished.