Kaela joined USAA in October of 2017 on the Digital Product Team that supports the Conversational Platform and Virtual Agent. She has been a key part in creating a new role to help build out the conversational platform and partner with the business to create a producer model. Through this partnership, she has guided leadership on how to align their strategy with the Virtual Agent and enabled partners to create their own content. Kaela comes from a technical leadership background. She previously worked at Rackspace Hosting where her primary responsibilities were building relationships with customers and leading a technical team of System Administrators and Engineers who not only supported the Rackspace customer, but also the infrastructure. In this role, she was heavily involved with building the strategy to evolve Rackspace’s digital presence.
Kaela Johnson's Session: