Mitch has been helping organizations to establish a vision, define strategy and then deliver successful programs for more than 20 years. He employs a creative and practiced approach supported by a strong governance model, with a touch of evangelism. Mitch has helped organizations to successfully evaluate, design, build and deploy modern customer communication systems. Finding patterns and connecting the dots across the enterprise is his strength. Mitch holds a strong belief that success is achieved by creating tight alignment between business strategy, stakeholder goals, and customer needs. Moving forward, he will be turning his analytical sights on Conversational Commerce and, more specifically, helping enterprise executives who are taking charge of bringing customer care, self-service and, increasingly marketing and advertising into the age of natural language understanding, machine learning, big data, and analytics.