Waking up every day focused on accelerating and expediting innovation at Infocap, with far greater momentum than should be humanly possible, with an incredible team of seasoned professionals focused on delivering extreme value on a daily basis. Leading Infocap's innovation efforts in human-centric automation and digital transformation, anticipating market trends, aligning Infocap's offerings with emerging technologies such as artificial intelligence, cloud computing, and Web3. Developing and executing thought leadership initiatives as well as planning new product and service launches. Cultivating partnerships and expanding Infocap's network of alliances and customer relationships. Ensuring external communications reflects Infocap's brand and thought leadership positioning, as well as helping to ensure our team remains at the forefront of the latest industry trends.Serving as a bridge and collaborator across marketing, sales, product and services to create a fast-feedback, fast-acting corporate culture.

Owned the customer success and marketing efforts for the successful launch of the PlexiCam product line – growing from 0 to 17,000+ customers over 3 years. Directed a combination of high profile B2B influencers, B2C micro and nano-influencers, along with affiliate and ambassador programs, to grow brand awareness and drive sales by word of mouth. Implemented a customer-centric approach to drive customer satisfaction and retention, resulting in a high Net Promoter Score (NPS) and a low churn rate. Analyzed customer feedback and leveraged user insights to continuously improve product features and user experience, resulting in a higher product rating and increased sales.

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Created custom built, broadcast quality virtual events as a service using a combination of No-Code/Low-Code platforms and light-weight custom integration. All sites were custom branded to exactly mimic the existing look and feel of client brands (software companies) for end-to-end event registration/management, integrated into IBM video streaming capabilities for scale, wrapped with white glove services to create pre-recorded and live video content, and orchestrate up to two-day long events, delivering broadcast quality with live remote presenters and pre-recorded video.

Designed and executed innovation strategies to shift Wasabi’s go-to-market from an initial consumer focused cloud storage business (a small margin, small data, individual sale proposition) to a leader in cloud storage for enterprises (BIG DATA storage needs, for data held for years as archives, or active but affordable high speed cloud storage). This enterprise pivot resulted in an increase in awareness, lead generation and conversion to support customer, partner, and channel acquisition/acceleration, and Series B raise of $68 million, expanding its global data center footprint across Europe and Asia, increasing the number of global data centers to provide customers with lower latency and data residency options.

Industry Leading Research: Published 1st large enterprise research (100k+ employees) on Enterprise 2.0 in partnership with the 2.0 Adoption Council, with 170 members including giants like Disney (150k+ employees), Johnson & Johnson (100k+ employees), IBM (400k+ employees), and Lowes Home Improvement (200k+ employees) Cutting edge culture and technology strategy:Created Enterprise 2.0 strategy for Lowes Home Improvement, working with internal IT and 3rd party solution providers including IBM to stand up a unified experience to radically simplify an environment of more than 2000 apps down to a Web 2.0 style, friendly Employee eXperience (EX). Included creating and launching a light-weight and sustainable governance framework, including a distributed responsibility model across departments/teams. Leveraged federated search, Single Sign-on (SSO), real-time chat, a consolidated knowledgebase environment, and embedded process. Lowes was able to sunset hundreds of existing apps, shedding significant technical debt as a result. Technology Strategy:Hired by Google to create and articulate their Future of Search strategy, including pro-active, agent-based integration of search and the ability to take actions in a single, personalized environment. Foundational re-architecture/process work: Federal Reserve Bank of New York – audited and created the implementation plan used for daily work using document-centric workflows and historical records management for the audit department of the Federal Reserve. Information Architecture and Innovation Management Workshops:Delivered over 100 public and private workshops from Information Management and a focus on Information Architecture (Taxonomy, UX, CX, EX and Findability); to private Innovation Management workshops for teams. Conducted yearly Information Architecture workshops for mixed Federal and Military audiences, spreading common vocabulary, technique/skills across departments, disciplines, and divisions.

Defined and executed a complete overhaul of an aging web-based front-end for small businesses, families, and individuals shopping for new health and dental insurance policies in this privately owned multi-carrier health insurance exchange. All prior rules lived purely in the heads of employees, with the result that potential clients assumed that the signup process, with no apparent errors on submission, meant they were simply waiting for health insurance to be activate, when in reality, they may not have provided any documentation that was required, or the wrong documentation. The new platform was a wizard-driven, rules-based consumer friendly experience that made no assumptions that non-insurance professionals had any idea what the secret language of insurance meant to their choices, and clearly indicated and verified documentation submitted UP FRONT in the process, rather than well after fact. A separate experience was built for insurance brokers to manage their book of business, enhancing their ability to move from a middleman to a consultative and proactive role, supported digitally. Rather than using antiquated paper applications and share inboxes with no visibility into the status of their accounts, the system clearly indicated accounts due for renewal, behind on payment, with opportunities for additional upsells into life insurance, disability, vision and pet insurance. The back-end UX for employees was also entirely built on a new platform for new account creation, renewal, refunds, account changes, and overall account management. Processing time for 99% of transactions were reduced from 6 weeks of backlog during open enrollment, to under 24 hours, with roughly 70% of transactions being handled automatically. Remaining exception-based transactions were typically resolved within an hour of receipt.

Served as Product Manager and Operations Manager for NFP Health’s insurance premium billing system for client HealthSource RI, the State of Rhode Island's public health insurance exchange (HIX) launched in response to the Patient Protection and Affordable Care Act (known informally as “Obamacare”). Responsible for the on-going performance and continuous improvement of the premium system, including serving as point person to coordinate primary customer service and call-center operations run by Optum, with NFP Health’s overflow and escalated issue call operations. Delivered ongoing enhancements and maintenance of HealthSource RI billing system, responsibility for managing SLAs and proactively mitigating issues, reporting to Deloitte and the State of Rhode Island. Analyzed the co-managed processes of NFP Health, Deloitte and the State of RI to identify opportunities for improvement and implemented solutions, resulting in increased efficiency and a higher level of customer and healthcare carrier partner satisfaction. Collaborated with cross-functional teams to ensure successful implementation of new solutions and processes, resulting in a more streamlined and efficient workflow.

Human 1.0 focused on innovation and culture change consulting to large enterprises, with a human-first approach that flipped typical technology implementations to the CORRECT way to approach technology – the people you are serving, inside, outside, and through partnerships or collaborations with an extended ecosystem Built out and managed a dozen professional writers to own “collaborative innovation” in the market for Dassault Systemes new focus on collaboration layers introduced to their traditional CAD, engineering and manufacturing platforms. Empowered and flipped the role of the Patient Safety Team at AstraZeneca into a proactive innovation partner at the front end of innovation, rather than the Department of NO at the end of the innovation cycle. Implemented and ran a strategic company-wide survey through the Innocentive innovation portal to support this executive level initiative, and truly make innovation EVERYONE’s job, not just the R&D division. Audited and created innovation strategy around Lean IT at Liberty Mutual. This initiative used traditional Lean Thinking tools to observe and include both IT and business staff in identifying the fire-fighting, non-productive work they were doing, with a goal to eliminate constant emergencies once and for all, and create 20% time for innovation-focused projects. This engagement included internal communcation strategies, and methods to continuously monitor and improve.

A boutique software development firm creating custom mobile, web, and iOS applications with team members onshore, in India, and the Ukraine Optimized existing custom ticketing platform with a complete overhaul for the Pawtucket RedSox (PawSox), the minor league feeder team to the Boston Red Sox, setting the stage for in-stadium, mobile-based purchases and social media integration for fan reactions during games. Built a custom-made, web-based innovation challenge portal for early stage venture firm Allied Minds, driving awareness and press for the potential deals in their pipeline, and prioritize or de-prioritize funding choices Co-developed the back-end of the billing system for the Rhode Island HealthSource RI Health Insurance eXchange (HIX) with NFP Health as a sub to Deloitte. This was developed from ground zero as part of a new, modern offering for NFP Health to deploy to the DC HIX (used by Congress), several other states, and as a privately branded component to modernize various health insurance companies that did not have online enrollment and insurance billing capabilities.

Created and executed the first AIIM-created market research team and quarterly research across Business Process Management (BPM) , Enterprise Content Management (ECM), Findability (Enterprise Search, Taxonomy, Information Architecture), and Content Security for 60,000+ AIIM members, generating $1MM+ in revenue via technology sponsors, and contributing to new and renewing membership growth. Leveraged primary research to analyze industry trends and develop insights that informed the development of new courses and programs. Developed and taught successful courses on Enterprise 2.0 and completely revised 5-day the Enterprise Content Management (ECM) Master Course, AIIM’s core educational offering, ultimately achieving $5MM+ in annual revenue and more than 10,000+ students served.

Advised public agencies and large enterprises on information architecture design, development, and implementation of Enterprise Information Management, Knowledge Management, Search, and Business Process Management, resulting in improved findability and user experience. Led expansion of information management-related practice (consulting, market research, workshops) into Innovation Management as a platform, the cultural considerations, and how to strategize and execute on predictable, rapid adoption and engagement. Built and launched revised platform to expand an organizational wide Knowledge Management culture management platform used in our consulting practice into an Innovation Management platform, with key clients including Pfizer, Northwestern Mutual, and ISACA.

Played an integral role in the growth of the company from raw IT infrastructure through billable Senior Consultant, from 6 employees to 75 employees, an Inc. 500 Company, and $15MM in annual revenue, resulting in successful acquisition by Perot Systems. Created and owned the first cybersecurity practice, working as an industry analyst and consultant. Responsible for the fastest 1st year growth of any practice area to date. Led the Information Architecture, User eXperience, and new Employee eXperience practice areas as an industry analyst, consultant, and trainer. This increased the ability of the firm to deliver not just on the technology strategies of enterprise Information Management, but specifically how to make Employee eXperience a key consideration and differentiator.