The lab.
Experiments in what CX tooling could feel like. Everything here is a working build - interactive, hand-rolled, and only as much library as the idea demands. Illustrative data throughout.
Customer Health Map
Concept demo · illustrative data"Portfolio health isn't a spreadsheet you export monthly. It's a surface you can spin, and a market you can walk into."
Illustrative customer health map: a 3D globe of twelve North American markets, each holding three to eight fictional client sites scored 1 to 100. Green is healthy at 75 and up, amber is watch from 50 to 74, and coral is at risk below 50. The same markets, sites, scores, trends, and drivers are fully available through the buttons and panel beside the globe.
Drag to rotate · click a market to drill in · Esc to zoom out · illustrative data
Every CS leader has the same spreadsheet: accounts down the side, a health column somewhere in the middle, conditional formatting doing its best. It answers "who is red?" and nothing else. This is the version I want instead - the whole North American book of business on a globe, where geography, concentration, and risk are visible in one glance, and any market is one click from its sites.
The drill-down is the point. The globe view tells you where the portfolio is healthy and where it's burning; fly into a market and the cluster opens into individual client sites; open a site and you get the score decomposed into the drivers that actually move it - utilization, NPS, ticket load - with an eight-week trend so you know if you're looking at a wobble or a slide. Every level of altitude answers a different question, and you never lose the thread back up.
How it's built: this one earns the site's first real 3D dependency - three.js via react-three-fiber. The land is about 7,500 precomputed dots sampled from Natural Earth polygons at build time; the sphere is a tiny custom fresnel shader; the camera is one damped spherical coordinate, which is why every fly-in can be interrupted mid-flight. The panel beside the canvas is plain DOM - every market and site is a real button, the whole thing works by keyboard, and reduced-motion gets instant cuts instead of flights.
Journey Intelligence Map
Concept demo · illustrative data"Sentiment isn't a survey score you read quarterly. It's a surface you can watch move."
Illustrative journey map: customer sentiment across five lifecycle stages - Discover, Onboard, Adopt, Support, Success. Before AI operations, sentiment dips sharply at Onboard and Support. With AI operations, the curve lifts at every stage, most where operations changed. Select a stage to read its touchpoints and friction or intervention notes.
Three teams, three checklists, one customer retyping context into every call. Momentum dies in week two.
Hover a stage · toggle AI ops · illustrative data
Every CX org has a journey map somewhere - a flat diagram in a slide deck, drawn once, already stale. This is what I think the artifact should be instead: a live surface where sentiment is a curve you can interrogate, stage by stage, and where the effect of an operational change is something you can see rather than argue about.
The toggle is the point. "Before AI ops" is the journey most B2B SaaS customers actually get - warm at discovery, ground down by onboarding handoffs, wrecked by an undifferentiated support queue. "With AI ops" is the same journey after the systems I build go in: triage by severity and context, blockers surfaced before the customer feels them, value evidence compiled all year instead of scrambled at renewal. The curve lifts most exactly where operations changed.
How it's built: no 3D library, no animation framework. The scene is CSS perspective and rotation transforms; the stage labels apply the exact inverse rotation so they stay readable; the ribbon is an SVG path morphed point-by-point with requestAnimationFrame. The whole thing honors reduced-motion preferences and works by keyboard. Same philosophy as everything I ship: the craft is in the system, not the stack.
More experiments are on the bench. The interesting ones graduate to this page; the best ones graduate to production.
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