Thought Leadership
AI, Identity & Strategy
I write from lived experience in strategy, identity, and AI. Generative AI helps refine clarity and validate data — but the voice and perspective are entirely my own.
Role Design in the Age of AI
AI was supposed to make work easier.
Instead, in many organizations, it has done the opposite — not because the technology is flawed, but because the roles around the technology are.
The modern workplace now moves at a velocity the human brain was never designed to sustain. Workloads accelerate. Expectations multiply.
Communication channels expand. And somewhere in all that speed, something quietly vanishes: Clarity.
Prediction Isn’t Perception: Why Delta’s Automation Is Failing the Human Traveler
People don’t remember flawless. They remember feeling seen.
They remember the human who made the stress smaller, the journey lighter, the moment calmer. They remember the person who didn’t just process them, but acknowledged them.
Travel, at its core, is a human ritual. It is migration, reunion, escape, reinvention, obligation, hope. And any airline that forgets that truth — even unintentionally — begins to lose the one thing technology can’t replicate: emotional resonance.
How AI Could Help Nintendo Read Emotion and Redefine Game Design
For years, Nintendo has been the moral compass of interactive entertainment.
A company that taught the world that joy could be engineered, and that simplicity could feel transcendent.
They’ve spent decades proving that technology doesn’t have to exploit emotion to move people. It can honor it.
That’s why their recent stance on AI — a public commitment not to use it in game design — is so fascinating. Because in one sense, they’re right.
And in another, they’re missing their greatest opportunity yet.
This Was Made for Me
Before AI and data, before loyalty programs and grocery analytics—I was at the wheel, shaping clay with care. That same presence guides how I build today. Not just tools that function, but systems that feel right in someone’s hands.
AI for Humanity: How AI Can Empower Creativity
AI has become a household name in the world of creativity. It’s helping artists design stunning visuals, musicians compose new melodies, and writers craft stories. But let’s be honest—many of us still feel a little uneasy about it. Can a machine really understand creativity? And even if it can help, what does that mean for the uniquely human magic we bring to the process?
AI for Humanity: Customer-Centric AI for Personalized Travel Experiences
Imagine planning a dream vacation where every recommendation feels custom-made for you, yet you never have to give up your personal data. Sounds too good to be true, doesn’t it? It’s not—thanks to the rise of Customer-Centric AI, a new approach to artificial intelligence that promises to deliver exceptional, tailored experiences while respecting privacy.
AI for Humanity: Using AI to Drive Social Responsibility in Retail
AI is reshaping CSR initiatives in ways that benefit both business outcomes and society at large. This blog post explores why retailers must embrace AI-driven social responsibility and dives into five innovative AI applications that can drive impactful change.
GAI Customer Support: Beyond the Chatbot
This shift goes beyond a technological upgrade—it reflects a fundamental change in how businesses operate. AI-powered customer service solutions are no longer seen as experiments but as critical components of business strategy. As a result, investors are pouring significant funding into these tools, reinforcing the notion that this trend is here to stay rather than being a passing fad.
AI for Humanity: Reducing Food Waste in Grocery Retail
As the grocery industry faces increasing pressure to address sustainability concerns, Artificial Intelligence (AI) offers transformative potential. By leveraging AI to optimize operations, reduce spoilage, and make data-driven decisions, grocery retailers can substantially reduce food waste while improving profitability.
Unlocking the Power of Customer Data: Lessons from Kroger, Amazon, and Walmart
While traditional Point-of-Sale (POS) data has been useful for tracking transactions, customer data holds far greater potential for driving business growth and building long-term loyalty. The retail giants—Kroger, Amazon, and Walmart—have demonstrated the transformative power of leveraging customer data, not just to enhance the shopping experience but also to drive new revenue streams.