Experience & AI Transformation Leader

Customer experiences rebuilt for AI — delivered faster and leaner.

New growth, lower cost to serve and faster time to value — wherever AI meets your customer.

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Currently North America Head of Experience Transformation, Cognizant Moment · Toronto

WHERE I'VE LED
Idea Couture / Cognizant
Bensimon Byrne / OneMethod
Environics
ClearFit
Cyberplex / CX Interactive
Profile

25 years across the full digital ecosystem — from product and service design to the marketing that brings customers in.

That range makes me the bridge between business and technology: I speak the language of marketing, product, design and CX leaders as fluently as technologists', and get them moving on one plan. Today I lead Idea Couture / Cognizant's North America experience-transformation practice, now AI-first.

30%Faster delivery after redesigning the practice around agentic AI
~$10MAnnual revenue of the North America practice I lead
~30Specialists hired and led across strategy, research and product
Expertise · concept to customer

Every link in the digital chain.

01Envision

Product & service design, customer experience, innovation

Idea Couture / Cognizant · Bensimon Byrne / OneMethod

02Build

Digital products, platforms, web and e-commerce — from prototype to production

Idea Couture / Cognizant · Bensimon Byrne / OneMethod · Cyberplex / CX Interactive

03Acquire

Performance marketing, conversion optimization, lead scoring

ClearFit · Cyberplex / CX Interactive

04Amplify

Media strategy and optimization that reach the right customers

Environics · Cyberplex / CX Interactive

Skills

What I bring to the leadership table.

Strategy & innovation
Design thinkingStrategic foresightDigital product strategyCustomer experience strategyService design
AI transformation
AI adoption & operating modelsAgentic delivery methodsCopilot · Claude · Codex enablementAI governance
Growth
Customer acquisitionConversion optimizationPerformance mediaBusiness development
Leadership & team development
Building high-performing teamsCoaching & talent developmentCapability building & upskillingBridging business & technologyCross-functional leadershipExecutive stakeholder alignmentPractice building & P&L
Experience
Idea Couture / Cognizant
Idea Couture, acquired by Cognizant in 2016
2016 – present
  • North America Head of Experience Transformation, Cognizant Moment · 2025 – present
  • Partner, Human-Centered Design · 2021 – 2025
  • VP, Service Design & CX · 2016 – 2020
  • Lead the North America human-centered design and experience-transformation practice: ~$10M annual revenue, client acquisition and business development, a team built to ~30 across strategy, research and product realization.
  • Moved the practice to AI: redesigned delivery around agentic development, cutting delivery time 30% while lowering client cost and improving operating margin.
  • Led team upskilling and certification across Microsoft Copilot, Anthropic Claude and OpenAI Codex — from training through day-to-day use.
  • Built an AI agent and an AI-product method for a global institution's technology leadership, accelerating how their teams define and prototype new products.
  • Led enterprise programs including a future-state mortgage-servicing platform for a top-10 servicer, an underwriter experience and platform vision for a tier-one insurer, and a reimagined wealth-management service for one of the largest non-bank asset managers.
  • Developed AI thought leadership with global reach; host and facilitate corporate-sponsored AI events.
Bensimon Byrne / OneMethod
2020 – 2021
VP, Director, Customer Experience & Service Design

Built the CX and service-design practice from the ground up at one of Canada's largest independent creative agencies; helped win its first cross-border client.

Earlier
Acquisition, media & web
Environics Communications (now Proof Strategies) — Director, Digital Media / Practice Lead2015 – 2016

Built and led a paid and digital media practice; integrated acquisition across content discovery, lead generation and content marketing.

ClearFit — Director, Acquisition2013 – 2015

Owned customer acquisition for an SMB SaaS platform; built the conversion-optimization process and lead-scoring models.

Cyberplex / CX Interactive — Managing Director, Digital Marketing & Media (2009 – 2013) · Director, Web Solutions (2005 – 2009)2005 – 2013

10x campaign-metric improvement for a leading Canadian online retailer; built a lead-gen model for Jaguar Land Rover Canada adopted as a global best practice. Earlier, owned P&L for the web-development unit delivering e-commerce and custom web applications.

Independent AI lab

I designed and run a multi-agent AI research and publishing system built to be found and cited by AI answer engines — the Discovery conversation below, tested for real. It's how I know first-hand what AI teams can and can't do, and how to govern them.

Ask me about

Three conversations I'd like to have with your leadership team.

01Discovery

How do you get found when customers get answers from AI, not your website?

What I'd bring to the conversation
  • How AI answer engines choose which sources to trust and cite
  • Why citations are replacing clicks — and what to measure instead of traffic
  • Lessons from running my own AI lab built to earn those citations
Start this conversation
02Service

When AI answers the call, how does service become an experience, not a cost?

What I'd bring to the conversation
  • Designing journeys where AI resolves and people deepen the relationship
  • Measuring loyalty and lifetime value, not just call deflection
  • What servicing-platform work in mortgage and insurance taught me about retention
Start this conversation
03Agents

What happens when your customer’s AI agent is the one engaging your brand?

What I'd bring to the conversation
  • Making products, policies and service readable and actionable by machines
  • Where humans stay in the loop when agents negotiate with agents
  • Governing AI agents: rules that run as checks, approvals before anything ships
Start this conversation
Education & certifications
Boston University, Questrom School of Business
B.S., Business Administration (Marketing)
Queen's University
Executive Leadership Program, Transformational Leadership
Anthropic
Claude Certified Associate, Foundations