Media

I was writing about conversational AI before it had a name.

Bylines in The Wall Street Journal’s CIO Journal, Deloitte Insights and InformationWeek, written from inside IBM, Genpact, Deloitte and PwC. Every piece here opens at its source.

As published in The Wall Street Journal Deloitte Insights InformationWeek American Banker

Published

Written from inside the work, not about it.

Where it says My byline, I wrote it.

The Wall Street JournalCIO Journal, Mar 2019My byline With Conversational AI, Focus on User Experience Written with Nick Lawrence at Deloitte. Why conversational AI should be designed for customer value and engagement, not only to take calls away from service representatives. Published in the Deloitte Insights section of CIO Journal. Read at WSJ The Wall Street JournalNov 2019My byline The Business Case for Conversational AI Written with Vatatmaja and Timothy Murphy at Deloitte. The productivity case for conversational systems, and the more personal, accessible experience they give the people using them. Published in the Deloitte Insights section of WSJ. Read at WSJ Deloitte InsightsAug 2021My byline Conversational AI: Five Vectors of Progress Written as a managing director in Deloitte’s Applied AI group. Research on where conversational systems were actually heading, published while most of the market was still arguing about chatbots. Read on Deloitte Insights InformationWeekAug 2020My byline Conversational AI Comes of Age On what the pandemic did to the way financial services talk to customers, and why service centers built on conversational AI were about to matter far more than anyone had planned for. Read on InformationWeek InformationWeekOct 2019My byline No Wonder the Chatbots Are Sad On keeping a sense of realism about what conversational AI can do today, which is how it moves past the hype and into the real world. Read on InformationWeek American BankerPodcast Are Americans ready for voice banking? Interviewed by Penny Crosman on where banking actually happens next. My answer: through a speaker in a home, a car or a phone. Listen at American Banker LinkedIn2019 – 2022My byline Articles on conversational AI, IVR and user experience “Customer service savior or overhyped technology?” (2022) and “Interactive Voice Response: The missing link” (2019, written as VP Digital at Genpact), among others. Read on LinkedIn
PwCCo-author Generative AI in Healthcare Co-authored as a managing director at PwC.
Age of Invisible MachinesRobb Wilson & Josh Tyson Asked to endorse what became the bestselling book on AI agents, before agents were a category “With each chapter, I found myself agreeing more and more. This made my must-read list for anyone who cares about technology.” Credited as former Chief Technology Officer and Distinguished Engineer, IBM Watson. See the book

On the record

What the technology is for.

I try to elevate the human experience using digital technology.

CU Boulder Leeds School of Business, April 2026

For journalists

Writing something on AI and want someone who has actually shipped it?

I’m quotable on conversational and agentic AI, on what goes wrong between a pilot and production, and on what any of it means for the people inside a business. Tell me your deadline.

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