Every customer message is three things.
Humans. Data. Revenue.
Marketing makes a promise. Product sets an expectation. Every customer conversation is where a real person, with a real problem, finds out if it was true. Each of those conversations is three things at once, and most businesses capture none of them.
One message, three readings
“I’ve been trying to export my report for an hour and nothing works. About to give up and find another tool.”
Here is one message, the kind that arrives in a support inbox every day. Read it three ways.
01A human moment.
Someone stuck, about to walk, forming the memory they will repeat to other people. Whatever happens next becomes the story they tell about you, and that story is either the cheapest marketing you will ever get or the most expensive you will never see.
02A data point.
The export flow is failing. How many others hit that exact step and said nothing? Nobody filed a ticket and nothing reached a dashboard, but it is already written down, in your inbox, by the people who use what you built.
03A revenue event.
“Find another tool” is churn forming in real time, and it is still reversible. Most customers never complain; they just quietly stop. Every conversation you actually hear is a chance to retain revenue that would otherwise leave without telling you why.
The Listening Post · live
One person writing in is an anecdote. Forty is a pattern.
Ask a question in plain language and get an answer with every claim cited to the customer who said it. This one runs on a fictional company's feedback so you can try it; yours would run on your own.
It searches 583 pieces of customer feedback from a fictional B2B SaaS company and cites every claim back to the verbatim it came from.
What I build
AI Systems that improve Customer Experience
Systems that take everything your customers say and turn it into a clear picture of what to fix and what to build next.
Forty customers hit the same problem, and you know that week, not next quarter.
An account going quiet gets noticed before the cancellation does.
Your support AI is tested on the hard questions before a customer asks them.
The pattern buried in your inbox, surfaced inside the tools you already work in.
Labs
One stream of customer feedback, running through every system here.
Open any of these and it works against a real database and a real model. They run as a sequence: see it, ask it, connect it, act on it, prove it, and then talk to it.
The Observatory
The whole dataset laid out as a map, where a pattern you'd never catch one comment at a time becomes obvious. Explore the map AskThe Listening Post
Ask the feedback a question in plain language and get the customer's own words back as evidence. Ask a question ConnectThe Signal Line
Puts your customer data behind an MCP server, so an AI assistant answers questions inside the tools your team already has open. See the tools ActThe Monday Brief
An agent that investigates at-risk accounts every week on its own schedule, and writes up what it found. Read a brief ProveThe Proving Ground
Hard conversations run against every version of an agent, so a new mistake shows up here and never in front of a customer. See the verdicts TalkThe Front Desk
Every other lab is something to read. This one answers out loud, grounded in the same data, in real time. Talk to itProof
More examples of my work.
Systems built inside a business
Rovo, Atlassian's flagship AI product, was launching to 157 enterprise accounts, representing $61M in annual spend, with no fast way to know what they actually thought. I built a custom SQL and R reporting pipeline, with an AI agent synthesising raw feedback into structured, bi-weekly reports for product and go-to-market. Signal reached the teams who needed it, shaping real product decisions.
Heidi's AI front line sits in a regulated clinical environment, where a wrong answer isn't an annoyance. It's a safety issue. I designed the conversational AI flows and agentic escalation paths running across it, on a Databricks VoC pipeline with Intercom's Fin as the resolution engine. CSAT rose from 75% to 87% while support volume grew 70%, with accuracy holding as scale increased.
Immutable needed a 24/7 global support function in a nascent, fast-moving web3 space, built from nothing, without a large team to run it. I built Intercom from the ground up, with chatbot-first conversational design engineered to resolve rather than deflect. Self-serve resolution went from 0% to 90% at scale, proving the model: volume to the machine, moments to people.
How it works
It starts with discovery, not a proposal.
A $3,500 discovery sprint. Two weeks, and you leave with a written scope and a fixed quote for the system itself.
In their words
What people who've worked with me say.
March Designs
I had no idea our website was invisible to AI. Jason asked five AI assistants the questions our clients ask before they call us, and March Designs was named in none of the 39 answers that came back. Our competitors were in all of them. He showed me exactly why, cooked up a rebuild so machines can actually read it, and had it live quickly.
Intercom
He impressed immediately with his work ethic, obsession for customer success and being a downright wonderful teammate. … His level of detail, planning, organisation, analytical prowess, understanding problems to be solved and delivering impactful results are skills he displays every day. … I can't recommend him enough as a leader, engineer, program manager, operational expert.
Atlassian
He developed and published critical insights into the challenges our customers faced with Rovo, Atlassian's AI product. These insights directly influenced improvements that drove stronger adoption. Jason also championed the use of AI within our own workflows, improving efficiency and setting a new bar for quality and clarity in his deliverables. What stood out most was the consistently high standard of his work: thoughtful, thorough, and actionable.
Heidi Health
If you ever get the chance to work with Jason take the opportunity to listen and learn. He thinks deeply about CX systems. Bringing an extraordinary breadth of knowledge and understanding to his work. … Jason has an ability to deeply understand any problem. As a leader he comes with a rare willingness to get his hands on the tools if he can assist. The time he commits to helping you grow your craft is commendable.
Intercom
Jason is an innovator, leader, doer, thinker and problem solver, he's that person on your team you go to when facing the stickiest of challenges with no clear way out knowing that he will help guide you there. … He holds a high bar, never misses a detail and demonstrates immense integrity in all that he does. … Whatever Jason does, he does it well.
Heidi Health
Jason's ability to create support systems that scale (immediately) to meet rising demand for support, while concurrently growing the capabilities of his team cannot be understated. … He is able to advocate for users with balanced data analysis and clarity on the opportunities to improve user experience with a cross-functional lens.
SUEN.AI
Jason is methodical, data-driven, and an utmost professional. In my time working with him, he always executed using sound, thoughtful judgment. … He grew our support team from 0 to 1 internally while also managing external service providers effortlessly.
Immutable
Jason is an outstanding operator and leader. … Jason excelled in every aspect of his role … transforming the global partner and developer experience at the company. Jason's positive attitude, adaptability and thoughtful approach made him a joy to work with.
Streamtime
Changes, features and incredible additions to our product have been made with such speeds it's hard to imagine Streamtime without his contributions. … We're consistently seeing very positive feedback from our customers after they have worked with Jason.
Atlassian
Jason was an exceptional partner in driving data-driven outcomes and insights for our AI feature Rovo at Atlassian. He is incredibly proactive, engaged and knowledgeable and was an absolute delight to work with.
Heidi Health
Saw immediate impact in his voice of customer and AI enablement work. Attention to detail is second to none.
cargo.one
His attention to detail is quickly apparent in his documentation and with his aim of solving for and validating any problem-to-be-solved presented to him.
Betashares
I have always appreciated his methodical and comprehensive approach to new tasks and projects and particularly his planning and preparation for team communications and thoroughness with any change management.
Heidi Health
Jason was always the calmest person in the room under pressure, being diligent and making the right calls. … Jason cares about his team, cares about getting things right, which shows in everything he touches.