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From Army Captain to AI Leader, Dr. Krystal Shares All

Dr. Krystal Hertenstein | Senior Consultant, Project/Program Management | Tennessee, United States

I am an artist, problem solver and lifelong learner, with a journey that has taken me from the world of fine arts to the cutting edge of artificial intelligence (AI). My career began as a fine arts student and graphic designer, where I discovered the transformative power of creativity. Seeking to expand my horizons, I joined the United States Army, serving on active duty and developing invaluable skills in leadership, resilience and teamwork.

    

As a Captain, I honed these qualities further before transitioning to the business world, where I continued to embrace new challenges and opportunities for growth. I continued to pursue higher education, earning two master’s degrees that deepened my understanding of strategic thinking, opening the door to new possibilities. In 2017, I joined Dell Technologies as an Advisor, steadily advancing to become a Senior Manager leading a Project Management Office. In this role, I had the privilege of supporting an incredible team on their own growth journeys while driving impactful projects.

    

Motivated by a desire to further my strategic expertise, I completed a Doctorate in Business, reaffirming my belief that lifelong learning is the key to staying engaged and inspired. At Dell, I’ve been fortunate to find countless opportunities to grow and contribute to meaningful initiatives. A year ago, I embarked on an exciting new chapter, joining the Chief AI Office at Dell, and becoming a Senior Consultant. Here, I have the privilege of designing, building and innovating at the forefront of AI—a space filled with boundless potential. Each step of my journey has been guided by a passion for creativity, a commitment to learning and a drive to solve complex problems. I’m excited to continue exploring what’s possible and to contribute to shaping the future of technology.

Dr. Krystal accepting a certificate in the Army

We don’t do this alone—we are only able to do this because there are so many great teams here at Dell, and every day there are teams that show up to help solve problems together. The journey is ongoing as we continue to refine our governance structure, simplify processes and champion responsible AI initiatives. I am excited to be a part of shaping how Dell grows AI responsibly.

Dr. Krystal H.

Senior Consultant, Project/Program Management

Dr. Krystal's Army headshot

What did you learn as an army officer that you apply at work?

Leadership transcends just management. It’s about the unique energy that comes from guiding a team through challenges and towards shared goals. While metrics are essential for tracking progress, true leaders are the visionaries who inspire and build cohesive teams around that vision. Throughout my career at Dell, whether in leadership or individual contributor roles, I aim to consistently drive the vision forward, fostering innovation every step of the way.

    

What is your favorite part about your job?

My favorite part of my job is the humans. There are teams building, guiding and transforming systems, processes and driving innovation with AI. The story of AI is about people who pushed the edge of what technology could do; it is about people solving problems together with technology.

    

What is it like to work in the Chief AI Office?

Working in the Chief AI Office reminds me of being back in art school. It’s a place where creativity and innovation are at the forefront, and every day is an opportunity to explore new ideas and push boundaries. Just like in art school, we’re encouraged to think outside the box, experiment with different approaches, and embrace the creative process. The atmosphere is vibrant and collaborative, with a diverse team of talented individuals who bring their unique perspectives to the table. Our brainstorming sessions feel like art critiques, where every idea is valued, and constructive feedback helps us refine our concepts.

    

I wanted to be part of a transformative journey. I once asked a mentor about roles focused on transforming teams, systems and operating models. They mentioned that such a role might not exist solely for transformation. However, I believe I found it in the Chief AI Office. Throughout my time at Dell, I’ve been involved in numerous programs, but AI brings a contagious energy that sets it apart. The dynamic environment here allows us to blend technical expertise with artistic vision, creating solutions that are not only functional but also elegant and innovative.

What is the biggest project or initiative you participated in when it comes to AI?

I have been able to be a part of the focus shaping Dell’s internal AI journey and developing our AI governance framework. Our mission was to learn from our own journey and then leverage our experiences to guide our customers through their own AI transformations. By clustering use cases and identifying the most impactful applications of AI, we have driven strategic decisions, and our efforts have led to accelerating progress and getting use cases activated.

    

We don’t do this alone—we are only able to do this because there are so many great teams here at Dell, and every day there are teams that show up to help solve problems together. The journey is ongoing as we continue to refine our governance structure, simplify processes and champion responsible AI initiatives. I am excited to be a part of shaping how Dell grows AI responsibly.

    

Do you have an approach that you apply to AI governance?

Being a lifelong learner is how I approach AI governance. It is about regularly reviewing and staying updated with established governance frameworks. By understanding these frameworks deeply, I can navigate how to fit AI governance into various contexts effectively. I make it a point to analyze real-world applications and case studies to see how others have successfully implemented governance strategies. We have more to learn and lots to build so we must approach AI governance with a mindset of adaptability and continuous improvement.

    

This means not only adhering to best practices, but also being open to innovative solutions that ensure AI systems are ethical, transparent and fit for use. Regularly engaging in cross-disciplinary discussions and brainstorming sessions with colleagues also sparks new ideas and perspectives, helping me to think outside the box and develop robust governance strategies.

    

Where do you see the future of AI taking us?

The future of AI is all about taking us where we want to go. AI still needs to be applied like any solution, addressing specific business problems or goals. We remain at the helm of strategic objectives, and part of the journey is determining when and where to apply AI effectively. This does mean embracing change, but it is ultimately up to businesses to steer this transformation. In the workplace, AI will be our partner, handling repetitive tasks and allowing us to focus on creativity and strategic thinking.

    

How would you want to incorporate AI in your personal life for something fun?

Recently, I used AI to help create a personalized gardening plan for next year. It was a fun and fascinating experience! The AI analyzed my garden’s specifics and provided detailed yields and timelines for planting. It even suggested the best times to plant each type of vegetable and flower, tailored to my local climate and soil conditions. This not only made the planning process easier, but also added an element of excitement as I look forward to seeing how well the garden performs with AI’s guidance.

    

If you can give AI any superpower, what would it be?

If I could give AI any superpower, it would be the ability to detect diseases at their earliest stages, especially cancer. This is close to my heart, as I lost both my mother and brother to cancer. Early detection is the superpower of time—it can significantly improve treatment outcomes and save lives.

    

There are already AI systems being used for early detection of diseases, including cancer. These technologies analyze medical data with remarkable precision, identifying anomalies long before symptoms appear. This capability is revolutionizing healthcare, providing critical time for proactive measures, and offering hope to millions of families worldwide.

    

What are some of your hobbies?

I have a variety of hobbies that keep me busy and fulfilled. I love gardening—there’s something incredibly rewarding about nurturing plants and watching them grow. My dogs always help in the garden and are the “branch managers,” making the experience even more enjoyable. Forgive the bad joke, my hobbies are for sure not comedy! Painting is another passion of mine; it allows me to express my creativity and unwind. Spending quality time with my family and our dogs is always a joy, whether we’re exploring the outdoors or just relaxing at home. I also enjoy reading, which helps me unwind and continuously learn new things. Recently, I’ve taken been asking AI to teach me about canning, the next level in my gardening journey. There is so much always to learn!

   

   

Next, read Sierra's story to see how she uses AI in her Sales role.

Krystal's dogs playing near the garden
One of Krystal's dogs in the garden

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