Carrie Hammond was inducted into the CX Hall of Fame for translating one of the most consequential AI shifts of the decade into language her customers can act on, in a profession not known for moving quickly: tax accounting.

Hammond leads channel marketing for a professional tax SaaS platform, working with the accounting firms that file most of the country’s small business and individual tax returns. The shift she has been describing to her audience is direct. AI does not replace the tax preparer. It restructures what the tax preparer is for. The compliance work, the data entry, the form filling, the rule lookups, all of that is moving to the system. What remains is advisory work: tax strategy, business coaching, planning conversations that actually help the client build something rather than just stay legal.

The other shift she has named clearly is the geographic one. Cloud platforms remove the limits on where talent can be hired and where clients can be served. The accounting firm that used to recruit specialists within commuting distance can now hire from anywhere. The client who used to need a local advisor can now work with the firm best fit for their situation, regardless of address. Hammond’s product marketing work has helped firms see that the shift is not threatening, it is the largest practice expansion their profession has had in a generation.

What earned Hammond induction is the clarity of translating those shifts for an audience that needed plain language to act on them.