I’m a tech-forward CX and AI advisor. I lead the Global Advisory team and North American business for Kyndryl Vital. As a corporate leader and consultant, I have provided strategy counsel and leadership in the areas of customer experience, innovation and marketing at companies including ADP, Avis Budget Group, Novartis, and Voya Financial. Prior to Kyndryl, I held roles that have included Chief Customer Experience officer, head of Marketing and CX, and global chief strategist across various global organizations. Earlier in my career, I served as a strategy consultant focused on customer-driven growth at Oliver Wyman/Mercer Management and at Prophet.
I hold a BA in Communications and a BS in Economics from the University of Pennsylvania (Wharton) and an MBA from Columbia Business School. Based currently in Northern New Jersey, I was born and raised in Montreal, Canada and am a dual US and Canadian citizen.
Day 1: Nov 12, 2025
12:00 pm
INDUSTRY EXPERT:
From overlooked IT to Human-Centered AI
Your customer’s experience doesn’t start with the app on their phone, it starts inside the organization, in IT and operations. In this fireside chat you will:
- See why IT and operations are critical “customers” in their own right
- Learn how alignment around empathy and shared values turns internal friction into external strength
- Explore how AI is moving from crunching data to quietly acting in the background, making technology invisible and experiences more human.
Align IT, empathy, and AI to create the conditions where bold ideas turn into trusted, human-centered experiences.
Day 2: Nov 13, 2025
