Conversation designer · AI & CX advisor · Keynote speaker · Author. Twenty years designing AI conversations for the world’s most demanding organisations.
If you or your customers have ever had an AI conversation with a bank, insurer, airline, telco or government agency, there’s a good chance I’ve had a hand in it. I help organisations figure out where they really stand, what needs fixing, and what good should look like, through advisory, strategy, design and AI health checks.
An independent, executive-level review of your AI and CX environment. Pre-investment pressure-test, ongoing strategic advisory, or a fast review before you go to market.
No vendor agenda · honest assessment · clear next steps
Explore advisorySixteen questions. Find the pattern your organisation is stuck in, understand where it costs most, and get a clear read on where to go next.
Begin the health checkA half-day workshop that changes how your leadership team thinks about AI in customer experience. Built on the book. Structured exercises, facilitated application, and concrete actions for Monday.
Explore the workshopKeynotes on AI, CX, and the future of customer conversations, for conferences, summits, boards, and leadership offsites.
See speakingSixteen scenario-based questions designed to surface what your organisation actually does under pressure, not what your strategy deck says it does. No self-flattery. No framework cosplay.
One of these is already yours. The health check surfaces which.
Find your archetypeFrom the book
"Uncertainty is not an edge case in conversational AI.
It is the normal operating condition."
Designing AI Conversations at Scale · Ben Farrell
"Customer experience is cognitive and emotional work. Not information delivery."
