Conversational AI · CX Strategy · IVR Design · Leadership
20+ years turning complex voice and chat systems into seamless customer experiences at enterprise scale. I design frictionless conversations that allow customers to self-service quickly and easily in their preferred channel.
Hello, I'm
CX & AI Leader · Jacksonville, FL
"Sharing the journey so we can grow together."
About Martha
I'm a senior Conversational Designer and CX strategist with 20+ years building voice and AI-powered customer experiences at enterprise scale. I specialize in designing systems that reduce friction, improve containment and genuinely serve the customers on the other end of the line.
Learn More About Me →What I Do
Whether you need a hands-on design partner, a strategic advisor or a skilled workshop facilitator — I bring deep expertise and a growth mindset to every engagement.
End-to-end voice and chat experience design — call flows, sample dialogs, VUI personas and Dialogflow CX development.
Assess and redesign your IVR to reduce call volume, cut handle time and improve containment and CSAT scores.
Responsible AI frameworks, guardrail monitoring and governance documentation that protect your brand.
Selected Work
Enterprise projects where strategic conversation design drove measurable outcomes.
Community
Every Friday I share insights, experiments and lessons from CX, Conversational AI and Leadership. No fluff — just real learnings from someone in the trenches.