Publications
My work spans thought leadership, industry publications, and academic contributions. Each grounded in how organizations navigate complexity and why insight often fails to translate into action. Across sustainability, digital systems, and strategic communications, I focus on a single question: how decisions are made, and how they translate into measurable outcomes.
Thought Leadership
Earlier editorial work includes an eight-year monthly column for Website Magazine and contributions to the Houston Business Journal.
Sustainability Isn’t Failing – Communication Is
Sustainability rarely fails in the executive suite because leaders oppose it. More often, it fails because sustainability information never enters the decisions that determine risk, capital allocation or performance. The issue is less about sustainability itself and...
Real-Time Customer Signals Demand Real-Time Steering
Organizations are no longer limited by access to customer signals. They are limited by how quickly they can act before the moment passes. Operationalizing real-time insight is less like following a fixed route and more like navigation. Conditions change constantly....
Listening Is the New Customer Data Strategy
Contact centers have always been at the forefront of new tech. Their position in the customer experience universe is now being influenced by the defining transition point for AI. For the past two years, organizations have experimented with AI through...
Time for a Reboot How We Measure Customer Success
For decades, customer service was treated as a cost to be minimized — a department that existed to fix problems rather than fuel progress. But in today’s connected economy, every customer interaction carries insight. Each question, complaint or compliment adds energy...
Customer Data Whispers, AI Answers: A New Playbook for 2026
Every December, dashboards stack up like holiday books — full of margin swings, supply clues, customer behavior and churn signals— waiting to be opened. The data existed and now it can speak back. Teams no longer scan dashboards at year-end. They ask new questions:...
Industry & Technical Publications
Technical publications focused on refining, digital twins, and process optimization.
Next-gen digital twins: automating model lifecycle management
As refinery operations become more integrated and data-intensive, maintaining accurate digital twins has become increasingly difficult. Model drift—driven by feed variability, equipment changes, and data quality issues—can erode optimisation performance, increase...
AI-driven autonomy cuts energy use, emissions, and operator burden
As refineries face increasing complexity, ageing control systems, and growing sustainability pressures, traditional control methods are struggling to keep pace. Static models and manual tuning often fall short in dynamic, non-linear environments, limiting both...
Digital twin corrosion monitoring for CDU overhead systems
Refineries are operating in a more complex and variable environment, where flexibility introduces new forms of risk. As crude slates expand, traditional methods of assessing compatibility struggle to keep pace. This article explores how thermodynamic modeling enables...
Thermodynamic solution for evaluating crude compatibility
As global crude oil demand continues to rise, refiners are increasingly turning to opportunity crudes to optimize margins and maintain flexibility. While economically attractive, these crudes introduce significant variability in composition and behavior—making crude...
Scholarly Work
Hello world!
by Michelle Wicmandy | Dec 20, 2025 | CMSWire | **Themes** Customer Experience, AI