Impact Stories

TrailblazerDX (TDX) is Salesforce's premier developer conference, showcasing cutting-edge innovations in AI, automation, and app development for developers, admins, architects, and partners. Co-authored by Amanda Harris and presented by Nimma Bhusri and Emily Winslow, this session content highlights the five key mindset shifts essential for successfully delivering AI Agents with Agentforce. This presentation offers valuable insights for those looking to leverage AI in building Agentforce experiences.

At North America's largest railroad, the Experience Design team, initially unfunded and mission-confused, lacked organizational impact and clear objectives. Through a focus on people and structured processes, I transformed the team into a dynamic 17-person group, driving UX transformation across 40+ portfolios and leading over 320 design initiatives in 2020. This shift resulted in significant business outcomes, including two patents valued at ~$100M, and a user-centered approach that redefined capital planning for a $125M portfolio.

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I led a transformative initiative at BNSF to unify and modernize the digital customer experience, turning a fragmented tool ecosystem into a cohesive platform grounded in customer insights. By driving cross-functional alignment through design thinking, stakeholder engagement, and iterative validation, I secured a 5-year funded roadmap backed by executive sponsors. The result: powerful new tools like Trace, Geofence, and Railcar Management improved user satisfaction and business agility.

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