What I'm exploring now.
An evolving list of research areas Donna is actively exploring, writing about, and testing with executive teams. This page grows continuously.
Instrumenting operations, workforce, CX, and AI as a single enterprise operating layer — governed against measurable outcomes.
The organizational preconditions for AI to compound value: governance, ownership, workflow maturity, and operational data quality.
How enterprises move past pilot theater — sequencing AI investments against operational readiness rather than model hype.
Prior authorization, utilization management, and administrative workflow as the highest-ROI surface for healthcare AI.
A structured layer that instruments healthcare and enterprise workflows so automation compounds instead of creating new operational debt.
CX as an operational discipline — engineered around resolution, effort, trust, and retention, not brand statements.
The rewire beneath CCaaS/WEM consolidation and how AI-native operating models change forecasting, staffing, and quality.
CI as a revenue function — how continuous signal from sales, customers, and analysts becomes structured input to product, GTM, and positioning.
Where administrative AI actually earns ROI across payer, provider, and patient — and where it creates Accelerated Dysfunction™.
Engineering enterprise accountability around outcomes customers care about — and governing them the way finance governs spend.
What separates the enterprises that scale AI from those that stall at proof-of-concept — and why the answer is operating model, not model selection.
Prior authorization as the cleanest case study in fragmented ownership, and where administrative AI actually earns ROI across payer, provider, and patient.
Treating operational intelligence as a durable enterprise layer — not a dashboard project — that connects workforce, CX, and AI to business outcomes.
Governance that reviews accountability, not just tooling — closing the Ownership Gap before AI scales whatever is broken underneath it.
Engineering ownership around outcomes customers actually care about — resolution, effort, trust, retention — and governing them the way finance governs spend.
What the Thoma Bravo / Verint / Calabrio consolidation signals for AI, WEM, WFM, and the future operating model of contact centers.
Operator-grounded PMM as the antidote to slideware — how competitive intelligence and voice-of-operator reshape category positioning.
From volume × AHT to outcome-based workforce planning — and what happens when resolution rate becomes a first-class planning input.
Instrumenting healthcare workflows so administrative automation compounds instead of creating new operational debt.