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.
Instacart Was Supposed to Die the Day Amazon Bought Whole Foods
When Amazon bought Whole Foods, everyone predicted Instacart’s collapse. Instead, the grocery industry spent years chasing the wrong infrastructure—and is now retreating from automation, robotics, and self-distribution. Instacart’s flexible, store-proximate model didn’t just survive; it became the design pattern grocers are returning to.
Before We Build Agents, We Need to Fix the Systems That Already Cannot See Us
AI doesn’t fail queer and BIPOC people because of “bias.” It fails because it cannot interpret our identities with accuracy, context, or cultural truth. This essay reveals the mechanisms behind that harm and introduces a new architecture to prevent identity collapse in the age of autonomous AI.
The Problem Amazon Doesn’t Know It Has
Amazon doesn’t have a convenience problem.
it doesn’t have a speed problem.
It doesn’t have an assortment problem.
Amazon has a discernment problem.
The Knox AI Empathy System: Redefining Empathetic Leadership in the Age of AI
I wrote AI, Craft & the Human Future of Retail because I’ve come to believe the real disruption of AI isn’t technical — it’s human. After years leading transformation work with Tredence and SymphonyAI, I watched automation accelerate faster than reflection, and intelligence scale faster than intention.
This paper is my attempt to restore that balance. It introduces The Knox AI Empathy System — a model and a mindset for designing organizations that think with care. It’s not about faster machines; it’s about wiser leaders.
Because in an age where intelligence is abundant, discernment has become the rarest skill of all.
When AI Becomes the Storefront: How Agentic Commerce Will Reshape Retail Visibility
A few weeks ago, OpenAI announced that users could now buy directly inside ChatGPT. No checkout page, no app handoff, no cart abandonment halfway through a funnel. Just a conversation, a suggestion, and a sale.
At first, it sounded like novelty — a new way to shop without leaving the chat. But beneath the surface, it marks something far deeper: the beginning of agentic commerce.
Unlocking the Future of Loyalty with the AIM Framework
The AIM Loyalty Framework (AI-Integrated Maturity) draws on the strengths of industry-leading models while addressing the unique needs of loyalty programs in retail, hospitality, finance, and beyond. It’s a tool designed to help businesses move beyond generic AI strategies and build programs that foster meaningful customer relationships, deliver measurable ROI, and set new standards for innovation.
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.
Retail's Digital Revolution: A Step-by-Step Guide to the 5D Model
Retail is no longer just about selling products—it's about creating experiences, building connections, and staying ahead in a constantly evolving digital landscape. To thrive in this environment, retailers need more than just good products—they need a strategic framework to guide them through the complexities of digital transformation.
The BIC Transformation and OpenAI: A Parallel Path to Data Dominance
In the mid-20th century, BIC was widely recognized as a leading manufacturer of pens. However, a transformative shift occurred when BIC began to see itself not just as a pen maker, but as a manufacturer of plastic goods. This strategic pivot was a game-changer for BIC, illustrating the power of reimagining a company’s identity to unlock new opportunities.
Today, OpenAI stands at a similar crossroads. OpenAI has the potential to redefine its role in the tech landscape in a way that mirrors BIC's transformation. The question is not if, but when, OpenAI will evolve from being an AI innovator to becoming a leading provider of data and insights across industries.