Fractional Customer Strategy · Applied AI

Tell me where it hurts. I'll show you where I'd start.

What's the biggest thing slowing you down right now?

Pick the one that's most true. You don't need the perfect word for it.

How we work together

Two ways in. Each ends in action and measurable outcomes.

Fixed scope, fixed fee, or a custom path. The AI is built in, not bolted on, and you own the result when I leave.

FIXED FEE · SCOPED TO YOU

CX Strategy Diagnostic

From AI spend that hasn't paid off, feedback you can't act on, and data with no clear read, to a ranked, sized plan your team can start on Monday.
  • AI-synthesized Voice of Customer: tickets, surveys, reviews and calls turned into a ranked action backlog
  • AI ROI recovery: where your AI and data spend is stuck, and the decisions to fix upstream of it
  • Customer identity and segmentation: who you actually serve and where growth hides, from data you already own
  • A leadership-ready roadmap you can fund and start Monday
Fixed-fee engagement~15 hrs/week · best on-ramp to a longer engagement
Let's find what's stuck →
FIXED FEE · SCOPED TO YOU

AI-Powered Journey Audit

From churn you can't explain, loyalty you can't prove, or CX you can't justify, to a quantified plan with a per-fix revenue case your CFO will fund.
  • Where customers drop off and churn, with a dollar on each friction point
  • What actually drives loyalty and the next purchase, not vanity metrics
  • A CFO-ready business case that justifies the CX spend
  • A prioritized plan by ROI per dollar, and a retention motion your team can run
Fixed-fee engagement~15–20 hrs/week · every fix carries a number
Let's find the leak →
The work behind it

What happens when insight becomes action

Ten-plus years inside enterprise tech and global financial services, turning customer insight into the decisions leadership acts on, and the outcomes that follow. Company names anonymized; the numbers are real.

$150M+
Attributed pipeline
Program relaunch · enterprise tech
~$1.3M
Service costs avoided
$1.5B portfolio launch · financial services
~$10M
Attributed pipeline
10-country buyer model · enterprise tech
10 yrs
CX & GTM experience
Enterprise tech & financial services

Numbers reflect program-level outcomes delivered with cross-functional teams, stated honestly: "the program drove," not "I drove."

About

The work between insight and action.

"Customer transformation is won in the room where people decide, not in the dashboard."

I'm a customer strategy and transformation leader with ten years across Dell Technologies and Citibank, working in the gap between customer insight and the decisions a business actually commits to, across financial services, enterprise technology, and now AI-native products.

Most companies don't have an insight problem. They have an action problem.

Customer data is everywhere. What's rare is the translation: turning it into a decision leadership will commit to and fund. And as AI speeds up how fast companies generate insight, that gap only widens, because understanding why customers behave the way they do is still a human job.

Michelle Fernandes
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  • Austin, Texas
  • Dell Technologies · Citibank
  • MBA, Duke University
See the full portfolio →

Tell me the outcome you're reaching for.

The customer you can't quite see, the growth that's stalled, the AI spend that hasn't landed. If I can help, I'll tell you how I'd start. If it's somewhere else, I'll tell you that too.

Book a 30-min discovery call Connect on LinkedIn