Sharing Insights Through Various Publications of Articles, Interviews, and Conferences

Many companies struggle to balance intuition with data when making product decisions, often at the expense of the customer experience. The key to bridging this gap is data—it validates decisions, ensuring they’re driven by insight, not influence.

Customers often seek simple, efficient products that save time. Overly complex or feature-heavy products fail to meet user needs, leading to a disconnect between tech investments and customer satisfaction.

As a keynote speaker at the AWS Executive Summit, I discussed how the rapid rise of generative AI, machine learning, and high-performance computing is transforming society and redefining how we live and work. (Note: audience saw additional video at marker 3:32 - edited out for repost)

Generative AI has become a recent game changer in the delivery of customer experiences. Customers have three priorities for AI-driven products: trust, quality, and value.

For accessibility to be more than a talking point and truly embraced, there needs to be a mindset change in the way organizations activate it. We need to expand our thinking and consider all types of experiences to ensure meaningful inclusion and access for all.

Our role is in Design is to augment human knowledge with AI capabilities to deliver great customer experiences. Only through achieving this balance does a team’s work become smarter.

If you don’t find a way to upskill your team, get them excited about the next thing, and provide new opportunities, your team members will leave.

Tough economic times pose a host of challenges, to be sure; however, a pronounced shift away from innovation—rather than a rethinking and recalibration of it—during a potential economic storm will leave your organization scrambling to smoothly sail once calmer seas inevitably appear on the horizon.

Sharing some thoughts on why user experience is an important part of customer experience, and as the digital revolution rolls on, ensuring a seamless user experience (UX) is critical if organizations wish to remain competitive.

When you ask people for support and insight on a new project, even if you don’t ultimately include every single suggestion you receive, the act of doing so goes a long way toward creating buy-in.

When you rip people out of that comfort zone with the force of disruption, all of a sudden the world opens up. And the reward is bigger than you might think.

It’s crucial to have invested in this foundational infrastructure to be able to move quickly and keep up with the speed of change.

Conference recap where I discussed how as Big Data has become a more widely understood concept, but many companies from entrepreneurs to corporate conglomerates are failing to tap into the full potential of all of the data available or already being collected.

I was a keynote speaker at the inaugural ConveyUX in Seattle. Here I shared insights on how we can leverage knowledge in human behavior to drive business outcomes.