I love working on big, complex challenges. The most recent is Erica, Bank of America’s AI-driven assistant for all things financial.
Since 2019 I’ve been a content strategist leading the Bank of America team dedicated to Erica — an AI chatbot used by millions of customers each month. Our job all along has been to make Erica smarter, with a little help from natural language processing, customer data, business analytics and now AI.
Before that, I was part of the team that built the global benefits app for American Express customers, and of a different team that built a 10,000-product mobile site for DuPont. And before that, I helped create the launch advertising for the America Express Small Business Card, a product that grew into the company’s biggest business.
Whatever I’m working on, I try to make complicated things simple and good things great. I’ve been doing it for more than 40 years, and from start to finish-line-in-sight, it seems I’ve been drawn to the evolution of business communication. From direct marketing to Web sites to mobile applications to artificial intelligence, the through line is change. I think it’s the only constant, in life and in work.