Digital Stories Platform
Unified Experience Analytics
I am leading the strategy for the Workplace Experience programme, supporting deployment of an Experience Management framework including XMO structure, XLAs, satisfaction survey processes and continuous improvement mechanisms. The programme operates under a Unified Experience Data Management strategy that integrates subjective (X Data), operational (O Data) and technological (T Data) experience sources.
Sources of data are consolidated into an abstracted ‘meta model’, with a consolidated data model utilising AI tools for NLP, NLU and sentiment analysis. ML features are used to recursively analyse user behavioural patterns across user segments within the ECB. User segments and operational units are monitored for experience underperformance or technology degradation, which is then addressed in real time through advanced service automation or retrospectively through XMO governance.
DEXOps
Over the past 12 months, market interest in DXC XM services has doubled. In response, DXC developed a DEXOps-integrated experience architecture to harvest, analyse and consolidate experience and consumption data across the service landscape. The model now supports sales cycles, XMO technology solutions and field operations.
As of April 2026, 87% of DXC Intelligent Workplace customers have active XLAs. Experience data is captured through monitored feedback loops including comments, post-call surveys, voice analytics, sentiment analysis and CSAT campaigns, with governance and performance controls where required.
Elements of Workplace Experience
The workplaces of contemporary globalised economies share values and cultural norms with the societies they source their workforce from. Understanding how the microcosm of the workplace is represented, within the mental model of the citizens of those societies, influences the balance between positive or negative outcomes a service can have for end users.
The definition of one, or multiple, mental models within a workforce, acts as a fundamental driver for beneficial experiences. This practice influences adoption rates and learning curves, by constructing a reflection of how elements such as roles, technology, business assets and information relate to each other. A mental model provides a powerful resource which can be used as a reference structure in the shared mind of the workforce.
Continue readingTechnology Megatrend
The study of megatrends was something I began during my undergraduate studies continued to support my understanding of factors which impact technology and societal evolution. Megatrends impact generational or multi-generational populations and once prevalent will likely impact the entire global populations, directly or indirectly. Megatrends exist in many domains and are impacted by the limitation or availability of raw materials, the constant discovery and progressive nature of new technologies and disruptive ecological or biological impacts to human societies.
As a design strategist and technologist, the subjects greatly interest me as they have enabled me to understand the past, present and range of potential futures I am working under.
Continue readingAdoption Strategy
Driving adoption is synonymous with managing and controlling change. In my career as a leader of technology experiences for the Workplace, I have discovered that understanding how communities, distinct groups and individuals adopt or reject change is key to achieving success for my customers.
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