The Technology That Forced Her to Evolve

Leading large-scale AMS programs, I've watched automation and AI significantly reduce the support workloads that once defined our industry. The real challenge wasn't the technology, it was leading people through change, helping teams evolve from reactive support to proactive innovation and ensuring they remained relevant, engaged, and valuable in a rapidly evolving digital world.

My favorite use of AI is for outfit planning! Instead of buying everything I see when I'm shopping online, I can strategically outfit plan with ChatGPT. It saves me money in the long run since I often forget to return the misfits.

The most disruptive thing AI did wasn't automate work; it collapsed the cost of sounding credible. I adapted by shifting my work from simply producing outputs to engineering the evidence, provenance, and uncertainty behind them, because in an AI-saturated world, proof is becoming infrastructure.

One of the biggest shifts in my career has been watching sales become increasingly digital. When I entered the industry, success was heavily centered around the phone, how many people you could call, how long you could stay on the dialer, and how well you could sell once you got someone on the other end. Those things still matter, but technology has completely changed the way people build trust and decide who they want to do business with. Social media, virtual meetings, AI, and automation forced me to evolve beyond just being good at sales. I had to learn how to build a personal brand, communicate my value online, and create systems that allowed me to work smarter without losing the personal side of the business. It also changed the way I lead. When you're building virtually, you can't rely on being in the same room with someone to create culture or accountability. Your communication has to be intentional, your training has to be accessible, and your systems have to be strong enough that everything doesn't depend on you. The more I've incorporated technology into my business, the more I've realized where its limitations are. AI can make us faster, but it can't replace judgment. Automation can follow up with someone, but it can't build genuine trust. Social media can put you in front of thousands of people, but who you are determines what happens once they decide to work with you. I've learned that evolving doesn't mean abandoning what already works. It means using technology to make the business more efficient while protecting the human side of it. Technology will keep changing. The way we sell will keep changing. My job is to keep adapting without losing the things that shouldn't change with it: trust, communication, integrity, and understanding people.

AI has changed how I think about running my business and approaching my work. I've learned that while technology can help us work more efficiently, it doesn't replace the need to ask good questions, think critically, and understand what we're trying to accomplish. For me, the key is knowing when to use technology and when to rely on human judgment.