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What Problems I Solve
I help organizations move from "ambiguous goals" to "measurable outcomes" by solving three specific types of friction:
The Operational Gap: Connecting your fragmented tools and teams into a unified service workflow.
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What does Operational Gap sound like:
"To onboard one new client, I have to open Salesforce, Slack, and a Google Sheet. I spend 20% of my day helping the customer, and 80% of my day copying and pasting data between tools that don't talk to each other.
I’m not a Client Manager anymore; I’m a human API."
"To onboard one new client, I have to open Salesforce, Slack, and a Google Sheet. I spend 20% of my day helping the customer, and 80% of my day copying and pasting data between tools that don't talk to each other.
I’m not a Client Manager anymore; I’m a human API."
The Behavioral Gap: Designing the incentive structures and programs that actually drive user habit formation and long-term retention.
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What does Behavioral Gap sound like:
"I have 50,000 points with your airline, but I’d switch to a competitor tomorrow to save $20.
You haven't bought my loyalty; you've just rented my attention.
As soon as the rewards stop, so does my behavior."
"I have 50,000 points with your airline, but I’d switch to a competitor tomorrow to save $20.
You haven't bought my loyalty; you've just rented my attention.
As soon as the rewards stop, so does my behavior."
The Strategy Gap: Translating high-level business goals into concrete product requirements that engineering can actually build.
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What does Strategy Gap sound like:
"Our competitors use an algorithm to match clients to advisors like a dating app. We need to do the same."
"We can't match anyone because we don't have the data to tell our own advisors apart."
"Our competitors use an algorithm to match clients to advisors like a dating app. We need to do the same."
"We can't match anyone because we don't have the data to tell our own advisors apart."
How I Solve Problems
I help organizations move from "ambiguous goals" to "measurable outcomes" by solving three specific types of friction: