Fast Company recently asked me how AI is reshaping my team’s daily grind, and the short answer is—completely. And the results have been profound. What I'm seeing is clear targeted acceleration in areas that …

Progression can matter just as much as personalization. Today’s customers expect every touchpoint to learn and level up with them. I recently weighed in on this for Fast Company’s roundup of best practices that …

I recently spoke with Fast Company about what the rise of AI really means for leadership—and spoiler: it’s not about replacing us, it’s about demanding more from us. AI can handle the heavy lifting—tasks, …

Just wrapped up a conversation with CMSWire on how AI is finally moving past the hype and delivering smarter, more personalized customer experiences at scale. But only if you put in the work. Too …

I recently had an interview published on the rise of GenAI-powered conversational interfaces—and why they’re poised to be the next big paradigm shift in customer experience. The potential is massive, but adoption won’t happen …

I had the chance to weigh in for Customer Experience Dive’s latest piece, exploring how AI is reshaping the digital shopping journey—whether through personalized search, image-based queries, or chatbots that actually get what you’re asking. This …