Turning digital complexity into customer success for over 20 years

I’ve spent my career watching organizations get excited about new technology and then struggle to make it work. The pattern is always the same: focus on the shiny new tool, skip the hard questions about what problems actually need solving, and wonder why adoption fails.

The best technology implementations aren’t about the technology at all—they’re about understanding what people really need.

Early in my career, I learned this lesson working on some of the first internet-connected devices. The breakthrough wasn’t in the technology itself, but in understanding the real problems people were trying to solve. This became my approach: start with the problem, understand the people, then find the right tool.

I’ve led digital transformations across three continents, from Silicon Valley startups to Fortune 500 companies in Asia-Pacific, and back to New Zealand. Each time, the same truth emerges: successful change happens when you focus on outcomes, not outputs.

The most successful project I led reduced customer service calls by 33% and saved $20M, but the real success was that people actually wanted to use what we built. We started by understanding what customers were really trying to accomplish, not what we thought they should want.

Now, with AI, I’m seeing the same pattern repeating. Organizations are asking “How can we use AI?” instead of “What problems do we need to solve?” The result is AI implementations that look impressive but don’t actually help anyone.

My approach is different because I’ve learned that technology only works when it solves real problems for real people. I help organizations step back from the AI hype and focus on what actually matters: finding the right problems to solve, understanding who you’re solving them for, and then choosing tools that actually work.

I believe AI has incredible potential, but only when it’s applied thoughtfully. My role is to help you cut through the noise and find the genuine problems that AI can solve to make your work better, your customers happier, and your business stronger.
When I’m not helping organizations navigate technology change, you might find me on the water—sailing has taught me that the most important skill in uncertain conditions is staying focused on where you’re going while adapting to what’s actually happening around you.

The goal isn’t to use AI. The goal is to solve problems. AI just happens to be really good at some of them.