Consulting

I’ve spent three cycles of the same question, how does a company actually know its customer, building the answer each time the technology allowed a better one.

Solaiemes (CPaaS) was about owning the channel: getting the interaction infrastructure right when messaging became the default customer touchpoint. Whenwhyhow (CDP, Gartner Cool Vendor) was about owning the record: unifying behavioural data enough to act on it in real time. Inlytips, my current SaaS 2.0 venture, is about owning the why: turning notifications into consented, privacy-by-design signal about customer mindset, the layer that agentic AI will need and first-party data alone can’t provide.

Different technologies, same underlying customer experience stuff: interaction, data, product. I’ve been early on each shift, from one that ideated and built this type of tooling, not from the sidelines.

Two kinds of engagement, depending on which side of the problem you’re on.

If you run CX at scale (banking, telco, insurance, travel, utilities, healthcare, wealth management), I help you cut through the Agentic AI / CPaaS / CDP / CXP stack noise: data and AI strategy (what agentic AI actually needs and where it doesn’t belong yet), interaction and channel strategy, and technology-agnostic vendor selection, RFI / RFP / RFQ included. I’ve sat on the vendor side of these decisions; I know where the pitch decks lie.

If you build the platforms (Agentic AI / CPaaS / CDP / CXP, martech tooling), I help with the product side: positioning, idea validation, and product expansion strategy. Having exited one company and built a Cool Vendor from zero, I know what separates a category-defining feature from a slide.