TECHNOLOGY COMMUNICATIONS
Bringing complex technology and emerging ideas to life through thoughtful storytelling, strategic content and a human perspective.
I use research, audience insight and strong storytelling to make complex technology and industry topics easier to understand and more relevant to the people they’re meant to reach. I enjoy finding the angle that makes an unfamiliar subject click, then shaping it into content that informs, engages and gives audiences a reason to care. These selected pieces show how I approach thought leadership, industry content and business storytelling across AI, CX, data and emerging technology.
The Reality of AI in the Contact Center
Audience: CX and technology leaders
Format: Thought leadership article
My role: Research, narrative development, writing and editorial strategy
At the height of the AI hype, I wanted to explore the gap between what technology advocates were promising and what customer research was actually telling us about AI in CX. The piece offered a more balanced, human-focused perspective on AI adoption while helping establish itel’s authority in the AI-CX conversation.
From the piece:
“While business leaders may embrace AI for its efficiency and cost savings, it’s important not to lose sight of what consumers want. A majority seem to prefer a hybrid approach that leverages technology but still feels human at its core.
The “sweet spot” is when AI is integrated smartly and strategically across a client’s CX operations. The ideal provider understands how to play to AI’s strengths, while knowing when to preserve the human touchpoints that build loyalty and trust.”
3 Ways to Leverage All That Banking Customer Data
Audience: Banking and financial-services leaders
Format: Industry insights article
My role: Industry research, content strategy and writing
As itel prepared to launch its proprietary AI analytics platform, the sales team was developing a stronger focus on banking and financial services. I developed this piece in response to conversations with sales leadership about the questions and challenges they were hearing from prospective clients, creating a research-backed story that could be useful to business leaders while naturally demonstrating the value of our analytics capabilities, timing the article to support sales outreach and extending the story through newsletters and LinkedIn.
From the piece:
“Customers like to interact with financial institutions remotely, with 40–68% using mobile apps to do their banking. Yet, despite recent tech advancements, customers still show an overwhelming preference for human connection. This forces banks to juggle a multitude of CX channels, which can lead to data silos, potential errors, and inconsistent customer experiences.
However, if banks can use consumer data to learn the optimum transition points between digital self-service tools and personalized, human touchpoints, it could help maintain trust and satisfaction in a competitive financial landscape.”
How Streaming Platforms Can Regain Profitability
Audience: Streaming and media industry leaders (operations and technology decision-makers)
Format: Industry thought leadership / strategic content
My role: Topic ideation, industry research, writing and editorial strategy
As itel expanded its business-development efforts into streaming and media, I developed this piece to demonstrate our understanding of the industry’s changing economics, consumer expectations and approach to using customer data to improve the digital experience. The timing coincided with a strategic RFP opportunity with a major streaming provider, so the piece was designed to show prospective clients that itel understood the market beyond traditional telecom and could align technology, customer data and CX strategy to improve both customer experience and business performance.
From the piece:
The key takeaway is this: data is the key to a business’s flexibility, adaptability and ultimately its profitability, in a shifting landscape where consumer expectations and loyalty are ever in flux.
The future winners will be those who can use customer data to their full advantage, using data-driven insights to constantly refine their service models and provide the best viewing experience.
But streaming platforms are not the only source of insight. Contact centers are valuable repositories of consumer feedback, from brand perception and product feedback to engagement metrics that can guide decisions around platform design, CX delivery and content creation.
From long-form to social storytelling
I also translate complex ideas into visual, social-first content designed for how audiences actually consume information. For these campaigns, I developed the concept and copy, created creative briefs for designers, and shaped the deployment strategy across LinkedIn.
Setting the Stage for a CX Rebrand / Goal: Establish CX providers as intelligence engines
A visual narrative exploring how contact centers are evolving from service operations into intelligence-driven customer experience hubs.
AI Thought Leadership/ Goal: Showing why AI governance drives business performance and trust
Distilling a complex AI governance topic into an executive-friendly visual story focused on performance, accountability and trust.
AI Missteps When Scaling CX / Goal: Help enterprise buyers optimize tech integration
A practical carousel helping CX leaders recognize common AI implementation challenges and think more strategically about scaling AI.
