Growing companies hire me when they've scaled past the point where relationships happen naturally and need someone who has done this before, across industries, at every level.
I've served as Fractional CCO at neuemotion and HeyOrca, Fractional CXO for Teal, built community and customer advocacy infrastructure at HubSpot, and led social and customer strategy for brands operating at global scale through ICUC. Trust breaks differently depending on where you are in the growth curve, and I've worked every part of it.
I originated Customer Trust Infrastructure, the organizational discipline for building systems that generate and sustain trust between brands and their customers, and created the Customer Trust Equation: Trust = Consistency + Response + Connection + Value − Friction.
I build the infrastructure that makes trust repeatable and measurable: relationship health scorecards, trust recovery playbooks, advocacy programs tied to revenue, and cross-functional systems that align your teams around the customer. The goal is always something your organization can own and run without me.
My background spans teaching, social media strategy, community building, customer advocacy, and marketing. I can read your entire customer relationship, not just your support queue, and translate across every function in the room.
Two-time award-winning author of Transforming Customer–Brand Relationships (Kogan Page, 2025). Top globally ranked CX thought leader (Favikon). Speaker at Gainsight Pulse, INBOUND, Digital Summit, and Hult International Business School. Featured in Forbes, Adweek, and Campaign US.
I work with SaaS companies, venture-backed startups, agencies, and enterprises ready to scale without breaking what built them.
