Writing
Two bodies of work that share a craft and little else. The professional record first — reports, guides, and case studies. The poetry after.
Professional
Reports, guides, and 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.
Research & trends
- The 2026 Reputation Playbook What reputation management looks like when review volume, AI summaries, and local search all move at once.
- The 2025 APAC CX Trends Report Regional research into how customer expectations diverge across Asia-Pacific markets.
- Reputation Benchmark Report 2025 Industry-by-industry benchmarks for ratings, review velocity, and response rates.
- Conversational Intelligence Trends Report What unstructured customer conversation reveals that structured survey data misses.
- Consumer Trends Report 2024 North American consumer research on loyalty, switching behavior, and the cost of a bad experience.
Guides
- Reputation Management: The Complete Guide End-to-end guide for EMEA markets, from review generation through crisis response.
- How to Build Your ICX Program A practical build sequence for integrated customer experience programs — governance, instrumentation, and proving return.
- Advanced AI Product guide translating a technical AI stack into terms a business buyer can evaluate.
- Agentic AI Short-form explainer on where autonomous agents actually fit in a customer experience workflow.
Case studies
- Vanderbilt How a major academic health system rebuilt patient feedback into a single operational signal.
- Building a culture of accountability and care at Hillcrest A frontline-first approach to closing the loop on patient experience.
- Building a 5-star experience, from end to end Tracing one customer journey across every touchpoint that shapes the final rating.
Positioning
Availability
Open to select writing work
Long-form content, positioning, and editorial direction. Happy to talk about what you are trying to say.
Personal
Poetry
Only finished work goes up here, so the list is short on purpose.
In progress
A book-length poem
Desert Book — in revision. More poems as they are finished.