Product & Service Research, Strategy, Innovation, & Foresight
Selling and leading multi-million dollar transformation engagements for the Fortune 100, resulting in over a billion dollars of efficiencies and increased revenue.
Conceiving, testing, and launching innovative new products and services.
Creating bespoke products utilizing machine learning and artificial intelligence (AI/ML) to solve highly complex and specialized problems.
Rescuing AT&T Enterprise from Declining Customer Satisfaction and Massive Cost Inefficiencies
THE OPPORTUNITY
AT&T Enterprise Business faced significant customer dissatisfaction and attrition due to a fragmented and inefficient customer experience. Key issues included redundant and conflicting systems for billing, customer care, product pricing, and delivery, as well as complex registration and purchasing processes.
I was tasked with developing a solution to streamline and enhance the customer experience, reduce attrition, improve overall customer satisfaction, and identify efficiencies.
THE APPROACH
Customer Journey Mapping: Created seven customer journey maps, documenting ideal-state journeys across the Learn, Buy, Get, Use, Pay, and Support lifecycles, incorporating customers’ needs, motivations, behaviors, physical, geographic, and social insights.
Stakeholder Engagement: Interviewed over 50 subject matter experts, stakeholders, and customers, gaining a 360-degree view of pain points and requirements.
Solution: Implemented a solution discovery and optimization tool within AT&T’s Business Center, allowing users to view current product mixes, receive relevant product solutions, and optimize orders, integrating predictive analytics, third-party catalogs,
and configuration management databases supplying intelligent recommendations.
Process Optimization: Streamlined the order configuration and fulfillment process, including electronic routing of quotes and bills of materials, integrated help, and centralized communication tracking.
THE RESULTS
These solutions improved customer satisfaction by 61% and reduced attrition rates by 16%. Customers experienced a streamlined and personalized interaction characterized by clear and consistent communication throughout their journey.
Additionally, my team and I identified operational changes that, upon implementation, would save AT&T over $1 billion.
Example Service Blueprint and Journey Map
Example Epics, Stories, Outcomes
Participatory Design Workshops
“This is the first time I’ve felt like my voice was heard and my ideas acted upon.”
Strategic Foresight and Innovation at Boeing HorizonX
THE OPPORTUNITY
Boeing faced a rapidly changing aerospace and defense landscape with emerging technologies and market disruptions posing opportunities and threats. As a Senior Principal for Applied Innovation, I led Boeing’s strategic foresight and innovation capabilities within HorizonX.
I led strategic foresight, innovation, product management, business model design, and overall innovation management. This included directing design prototypes, conducting qualitative research and observations, analyzing third-party research, and conducting interviews inside and outside Boeing.
Sample: Planning and securing funding
THE APPROACH
Strategic Foresight and Trend Analysis:
Implementation: Spearheaded the development of a foresight capability training plan, including early warning systems and custom analyses to detect and respond to emerging trends and disruptions.
Training and Development: Conducted team trainings and facilitated coaching sessions to build innovation capabilities across Boeing HorizonX, ET&T, BCA, BGS, and BDS divisions.T
Qualitative Research and Design Prototyping:
Test & Learn: Created prototypes to explore innovative concepts and validate strategic assumptions through rapid testing, learning, and iteration.
Investigation: Conducted extensive research, interviews, and observations within Boeing and externally, gathering customer needs and risks, trends, and opportunities.
Business Model Design and Product Management:
Business Model Innovation: Developed new business models incorporating emerging technologies and evolving market demands.
Product Management: Applied human-centered principles to drive product, solution, and experience creation.
Sample: Strategy approach
Cross-Industry Insights:
Intelligence Gathering: Analyzed intelligence from diverse industries to inform Boeing’s innovation strategies.
THE RESULTS
Enhanced Strategic Foresight Capability: New foresight practices allowed Boeing HorizonX to anticipate and mitigate risks while maximizing opportunities, contributing to the company’s resilience and strategic agility. This directly influenced critical strategic decisions, ensuring Boeing stayed ahead of industry trends.
Innovative Business Models: The new business models and product management strategies I developed aligned Boeing’s offerings with customer needs and market trends, successfully launching several new initiatives that expanded Boeing’s market share in emerging sectors.
Quantifiable Outcomes: Strategic initiatives led to a 20% reduction in operational risks associated with market disruptions and a 15% increase in the speed of product development cycles, resulting in substantial cost savings and revenue growth.
Broader Implications: These actionable insights informed Boeing’s innovation strategies and further cemented Boeing's position as a thought leader in aircraft, aerospace, and defense. This enhanced Boeing’s reputation and attracted strategic partnerships and investments from cutting-edge technology firms.
Sample: Trends and signals dashboard
Truncated: Strategy and foresight report
