Meet Me

Driving IT Experience That Delivers Results

I'm a technology executive, researcher, and builder with 25+ years of experience turning digital friction into business performance. From pioneering early AIOps in a VC-backed startup to transforming global IT at Lowe's, my work focuses on one thing: making IT work better for people. I've led seven enterprise IT, SaaS, and service provider organizations—all focused on improving experience and productivity.

Pioneering the Fight Against Technostress

At the turn of the century, I served as CTO of an IT experience startup where we tackled digital friction—a root cause of technostress. We applied predictive analytics and time-series modeling to forecast IT service failures before they occurred—anticipating business impact in the style of today's AIOps solutions.

Enterprise Impact at Scale

At Lowe's, I spearheaded a global DevOps transformation supporting 300,000 employees. By applying AIOps techniques like dependency mapping and predictive analytics, we increased release velocity by 135%, doubled change volume, and enabled teams to serve over 15 million customers weekly across more than one billion transactions annually.

I showed EDS how to redesign user experience for NMCI, the world's largest intranet at the time, with 700,000 users and 400,000 PCs. We created SLA automations that foreshadowed today's XLAs, preventing negative digital experiences before they happened.

I helped IBM engage over 2,000 Softlayer partners across 21 cities in 14 countries, among other global initiatives.

AI-Driven SaaS

I founded FindYourCloud™ to map SaaS experience with over 500,000 product-market experience profiles. Virtual Prospect™ grew to model SaaS buyer groups as Human Digital Twins using my Experiogram™ model.

I built Hailee, the agentic AI version of Completely Satisfied, so you wouldn't just read my book — you could experience it working. Hailee brings the book to life by using workgroup digital twins and turning employee experience into clear executive decisions by showing where friction lives, what it costs, and how to fix it.

From Research to Real-World Tools

My early work in AI and automation showed me something deeper: some leaders consistently delivered great IT experience, while others struggled—even with the same tools. That contrast fascinated me. I wanted to understand why—and that led me back to school to pursue an OL Ph.D., where I studied ICT psychometrics: the science of how people experience digital workplace solutions, why satisfaction breaks down, and the devastating business consequences when it does. That research produced B/VAR™—Business Value at Risk—a method to quantify friction's cost and unlock agility at scale.

I've founded and sold three software companies, each using AI and automation to improve IT satisfaction and productivity. My latest innovations include Human Digital Twins and the EXPERIOGRAM™ approach using Hailee AI to read the pulse of a workforce or market in real time.

What's Next

IT experience is no longer just an operational issue—it's a driver of engagement, retention, and profitability. My work brings together strategy, systems thinking, AI, and human insight to help organizations deliver satisfaction at scale.

My book, Completely Satisfied distills decades of experience into actionable guidance for IT leaders seeking to improve digital workplace satisfaction and business agility. Hailee —an agentic AI version of Completely Satisfied—demonstrates how these ideas translate into executive clarity and business action.

Want to understand how all of this fits together? See my Approach page.

I live in the mountains of New Hampshire, drink too much coffee (is that possible?!) and spend weekends trying to fit in more skiing, kayaking, and biking than my passions allow.

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