Publications
Thought Leadership
Earlier editorial work includes an eight-year monthly column for Website Magazine and contributions to the Houston Business Journal.
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...
Stop Marketing, Start Publishing: Lessons From Red Bull, LEGO and Michelin
As summer winds down, many of us are looking at what’s left in the garden. Some plants thrived, others fizzled, and the difference usually comes down to care. Content strategy works the same way. Quick hits like social media posts can bloom overnight. Meanwhile,...
The Magical Power of Corporate Storytelling
"People do not buy goods and services. They buy relationships, stories, and magic."~ Seth Godin Throughout history, people have enjoyed sharing stories around a fire. Even today, this urge to tell stories persists. In the business world, storytelling is crucial to...
Banking on Social Capital
When considering that more than a billion people use Facebook every day and people are increasingly turning to social media channels to research products and services as well as reach out to companies when they have a question, organizations must consider how their...
Making Your Company a Talent Magnet
In today's marketplace, every organization should make finding and keeping talent a high priority. This is important since employee turnover is estimated to reach 25 percent, or 192 million, by 2018. Why the concern? Employee turnover costs for entry-level workers...
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...
Scholarly Work
Hello world!
by Michelle Wicmandy | Dec 20, 2025 | CMSWire | **Themes** Customer Experience, AI