Digital platforms
Clearer digital experiences
I have worked on websites, content, navigation, and visitor paths so people can understand an organisation and take the next step with less friction.
Scope: platforms, content, journeys
Digital and operations leader
I build clearer systems for growth and operations.
For more than 15 years, I have helped organisations across Asia improve digital experiences, customer journeys, content, CRM, and the systems behind them. I now apply that experience to new software products and focused ventures.
Proof of experience
A long track record across digital and operations.
My work has sat between customer needs, content, technology, and the teams that keep a business moving.
15+ years
Working across digital, content, operations, and business systems.
APAC and China
Regional experience across markets, teams, and operating contexts.
Many service sectors
Technology, hospitality, education, finance, media, healthcare, and related services.
Connected systems
CRM, lifecycle marketing, reporting, digital platforms, customer journeys, and regional operations.
Selected work
Work that made the underlying system clearer.
These examples describe the kind of work I have done. They focus on scope and change, not invented performance numbers.
CRM and lifecycle
Better customer follow through
I have led work across CRM, lifecycle marketing, follow-up, and reporting, connecting customer activity to the teams responsible for the next action.
Scope: CRM, channels, handoffs
Regional operations
Systems that work across markets
I have worked with regional teams across APAC and China, bringing together local context, reporting, content, platforms, and operating routines.
Scope: APAC, China, operations
Latest notes
A few things I have been thinking about.
Shorter notes on digital work, customer journeys, business systems, and the decisions behind them.
Digital and operations5 min
What 15 Years of Digital and Operations Work Has Taught Me
The recurring lessons behind clearer digital experiences, customer journeys, content, CRM, reporting, and operations.
Read note →Digital operations5 min
Why Digital Projects Fail After Launch
Why ownership, content, customer journeys, CRM, and reporting determine whether a launch becomes useful day-to-day work.
Read note →Customer journeys5 min
A Customer Journey Is More Than a Funnel
Why the customer experience includes content, CRM, handoffs, service operations, and what happens after conversion.
Read note →Current products and ventures
Small products built around momentum, focus, and follow through.
These are current products and ventures. They support the wider story, but they are not a substitute for the work that came before them.
Umbrella brand
2nd Bell
An umbrella for small tools related to momentum, focus, time, reminders, and follow through.
Visit 2nd Bell →Within 2nd Bell
Qithym and Loamnote
Qithym helps people return to work after losing momentum. Loamnote helps people create a calmer space to focus.
Venture under development
ActaOS
ActaOS is a separate venture under development for professional service businesses. I am testing local-first operating software around customer jobs, staged work, approvals, billing readiness, and evidence.
Learn more about ActaOS →How I work
Start with the real problem.
I start with a real problem, understand the behaviour and workflow around it, then build the simplest useful solution. I keep testing until the work is clearer for the people who have to use it.
Contact
If you are working through a digital, customer, or operational problem, I am happy to compare notes.
Choose the path that best fits the conversation.
Advisory and operating workTalk through a live problem.Product and venture conversationsDiscuss a focused product or venture.Speaking or workshopsAsk about a relevant session.
Get in touch →