The top 50 AI leaders in CX to follow in 2026

CX Network is proud to present our 2026 guide to the top 50 AI leaders in customer experience (CX) you need to follow this year. This year's list highlights individuals from across the globe who are redefining how technology and human insight come together to elevate customer experiences.

As artificial intelligence (AI) accelerates across industries, its promise to transform how we work comes hand-in-hand with very real concerns about unemployment: recent data from the National University suggests that 30 percent of current jobs could see significant automation by 2030, with routine roles – including some customer service and data entry roles – especially exposed to change.

This list highlights leaders who aren't simply responding to AI disruption, but harnessing its potential to drive more empathetic, effective, and human-centered customer experiences. From strategic thinkers to ethical AI advocates, these voices are guiding the future of CX.

Nominations for this year's list were gathered through a global outreach campaign across CX Network's digital channels. The nomination period remained open for several weeks, inviting submissions from across industries, regions and roles. The approach ensured a diverse and representative pool of candidates, reflecting the breadth of innvovation happening in AI-driven CX today.

To compile this list, the CX Network team evaluated leadership impact, influence on AI-powered CX strategy, contributions to the broader industry conversation, and demonstrated innovation across people, process, and technology. demonstrated innovation across people. Listed alphabetically, each profile includes key insights and curated content to help you learn about the most forward-thinking leaders in the space.

Scroll through to discover who's driving the future of AI-powered CX, or click a name to jump straight to their profile.

Charlie Adams

Custom Connect 

Charlie Adams is a CX leader and AI innovator at Custom Connect, a technology-driven BPO operating across Europe, South Africa, and Suriname.  
 
Adams led the design and global rollout of Myia, an AI-powered coaching and analytics platform that evaluates 100 percent of contact center interactions. The system provides actionable feedback and reduced onboarding time by 33 percent within days of implementation. 
 
“AI in CX shouldn’t be measured by cost reduction alone, but by the human outcomes it creates – faster resolution, better agent experiences, and customers who feel genuinely understood. If AI improves both performance and trust, that’s real success,” he told CX Network. 
 
Adams is also a published author, international CX awards judge, and thought leader on ethical AI adoption. His content emphasizes compliance, transparency, and human-centric design. 
 
Our top pick of Charlie Adams’ content: 

• Article: Can a Customer Service Company Survive Without Technology?
• Newsletter: CX Connect
• Find out what Charlie Adams is talking about on LinkedIn

Natasha Adams

Tesco

Natasha Adams is driving large-scale transformation at Tesco, shaping how strategy, data and technology come together to deliver smarter and more seamless customer experiences. In her role, she connects enterprise-wide initiatives across digital, operations and customer strategy. 
 
Her work focuses on embedding data and AI into decision-making across the business, from supply chain optimization and demand forecasting to personalized offers and omnichannel experiences.  

Find out what Natasha Adams is talking about on LinkedIn.

Mike Aoki 

Reflective Keynotes Inc.

Mike Aoki, president of Reflective Keynotes inc. And an ICMI Hall of Fame inductee, focuses on preparing human agents for the high-emotion interactions that AI cannot solve. He trains frontline teams across finance, insurance, utilities, and Crown Corporations to resolve complex issues, reduce escalations and improve CSAT, bridging the skills gap left by automation. 
 
Aoki stresses that AI success should be measured by human outcomes. Speaking with CX Network, he said that “success should be measured by the impact AI has on customer satisfaction, retention, and revenue. AI is a valuable tool when it handles routine inquiries, but its true ROI is found in how well it enables human agents to resolve complex issues. In high-stakes sectors like finance and insurance, the ultimate metric is whether AI reduces reputational and regulatory risk by ensuring that every interaction, whether automated or human, leads to a first-contact resolution.” 
 
He also brings leaders together through his advisory board positions with industry associations such as GTACC and ACE.

Our top pick of Mike Aoki's content:

• Article: Preventing One Tough Call from Becoming Two: Helping Agents Reset After Irate Customers
• Article: How to *Prepare* Your Team to Deal with Irate Callers
• Find out what Mike Aoki is talking about on LinkedIn

Heather Arthur

Scotiabank

Heather Arthur leads Scotiabank’s Global Client Experience Centers, overseeing more than 3,000 employees across Canadian and international contact centers. With more than 20 years in leadership, she also hosts the Say YES Movement podcast, and speaks widely on CX, employee engagement, and culture. 
 
“AI is winning when customers feel less effort and employees feel more empowered...I'm most excited for the future of CX is AI making humans sharper and more human in the moments that matter,” she told CX Network. 
 
Arthur has implemented AI across chat/call wrap, QA, and agent-assist tools, including the VoiceBio integration, which improved CX and employee efficiency. 
 
Our top pick of Heather Arthur’s content: 

• Say YES Movement podcast (Spotify)
• Article: If You Want a Moonshot, Become the Leader Who Can Launch It
• Find out what Heather Arthur is talking about on LinkedIn

Steven Van Belleghem 

Nexxworks

Belgian futurist and co-founder of Nexxworks, Steven Van Belleghem, advises organizations on how technology, empathy, and strategy intersect to shape CX.  
 
Speaking to CX Network, he said:

"We’re moving beyond efficiency-driven chatbots toward context-aware, emotion-sensitive AI that helps companies truly understand customers and support human employees in being more empathetic. The real opportunity isn’t AI replacing people; it’s AI making people better at being human. In the end, the brands that win won’t have the smartest algorithms, but the strongest customer relationships powered by those algorithms.” 

Rather than focusing on process automation alone, Van Belleghem advises brands to use AI as a relationship amplifier – technologies that anticipate needs, recognize sentiment, and enable teams to act with insight and warmth.  
 
He is also the author of bestsellers such as When Digital Becomes Human and Customers the Day After Tomorrow, which have influenced leaders across industries to think beyond transactions and towards deeper, more meaningful customer relationships.

Our top pick of  Steven Van Belleghem content: 

• YouTube channel 
• Find out what Steven Van Belleghem is talking about on LinkedIn

Vanessa Hardy-Bowen

Spirit Airlines

Vanessa Hardy-Bowen leads the design and execution of an AI-enabled CX operating model that spans the full customer lifecycle at Spirit Airlines. Her initiatives include LLM-powered conversational AI across digital channels, allowing customers to handle refunds, re-accommodation, baggage, and credits without agent intervention, with smart escalation logic ensuring humans step in when empathy or judgment is needed. 
 
She has also implemented AI-driven agent assist technologies that provide real-time sentiment analysis, next-best action guidance, and automated knowledge retrieval which help agents deliver faster and more consistent service. 

 “True transformation happens when AI drives both operational efficiency and deeper customer trust,” Hardy-Bowen told CX Network. 
 

A signature achievement was AI-powered self-service and QA transformation during peak disruption. She deployed virtual assistants trained on real guest behavior, continuously optimizing resolution accuracy, and introduced AI-driven agent assist tools that reduce cognitive load and improve empathy in complex interactions.  

Find out what Vanessa Hardy-Bowen is talking about on LinkedIn

Daniel Danker 

Walmart

As EVP of AI acceleration, product and design, at Walmart, Daniel Danker is embedding intelligence at one of the world’s largest retailers. In his newly created role, he drives the adoption of AI at scale. Aligning them directly with how customers shop. His appointment reflects Walmart’s push to make augmented intelligence (AU) a core capability, rather than a set of pilots. 
 
Walmart is now consolidating tools into unified experiences – from Sparkly, a customer shopping agent that helps shoppers find what they need, to enterprise agents for associates and developers – as part of a broader shift toward agentic commerce. 
 
His work ensures Walmart’s AI efforts accelerate growth and deepen personalization. 

Find out what Daniel Danker is talking about on LinkedIn

Ranju Das

lululemon

Ranju Das leads AI and technology innovation at lululemon as the chief AI and technology officer. In 2025, lululemon created the new role to accelerate the next phase of its AI strategy and digital transformation – a move reflecting the brand's ambition to weave intelligence into product innovation. 
 
With more than two decades of experience leading AI-first transformations for CX, Das is focused on leveraging AI across the retail value chain to create more personalized responsive customer experiences and improve speed to market, product innovation, and agility. 

Find out what Ranju Das is talking about on LinkedIn

Pam Didner 

Relentless Pursuit

Pam Didner is a pragmatic strategist, AI evangelist, and author who helps organizations connect customer experience, revenue growth, and cross-functional alignment. 
 
Didner views AI as an enabler of clarity and collaboration, not just a set of tools. She teaches teams how to apply AI successfully and intentionally in real-world CX and revenue contexts. 
 
Through her speaking, training, books, YouTube channel, and newsletter, she continues to shape how modern CX teams use AI to drive growth. 

Our top pick of Pam Didner's content:

• Newsletter: Marketing Meets Sales
• Find out what Pam Didner is talking about on LinkedIn

Sue Duris 

M4 Communications

Meet Sue Duris, principal consultant at M4 Communications, who guides leaders on deploying AI responsibly, aligning initiatives with revenue growth, retention, and operational efficiency.  
 
Her track record speaks for itself: programs she’s led have driven 50 percent revenue growth and improved engagement across global CX teams. Duris combines practical frameworks, AI governance, and hands-on execution to ensure technology amplifies human capability rather than replacing it. 

Looking forward, Duris told CX Network:

“The rise of machine customers –  autonomous AI agents making purchases, resolving issues, and interacting with brands on behalf of humans – is the trend I'm watching most closely, because most organizations have no idea it's coming for them and the CX leaders who get ahead of it now will define what customer experience means for the next decade.”

She also lectures at Hult and other business schools, publishes insights, and advises organizations on ethical AI. Duris will also be sharing her expertise at CX Network’s All Access: The AI Revolution in CX. 

Our top pick of Sue Duris' content: 

• Article: Learning from the Dot-Com Era: Why CX leaders must champion responsible AI
• Article: The AI readiness gap: Why CX leaders hold the key to successful AI implementation
• Article: The AI governance maturity model for CX leaders: Where does your organization stand in 2026?
• Find out what Sue Duris is talking about on LinkedIn

Katja Forbes 

The CX Evolutionist

As an author, keynote speaker and CX Network Advisory Board member and contributor, Katja Forbes challenges traditional thinking on how AI success is measured in CX. She argues that human-centric metrics are no longer enough: “Stop measuring AI by NPS and CSAT scores... The real test is whether your systems can be evaluated and selected by an AI buying agent at 1:28 am on a Saturday, when no human is watching.”

Looking ahead, Forbes points to the rise of autonomous AI customers: “The customers I’m most excited about don’t have feelings, they have parameters. AI agents are already making procurement decisions, booking travel, and switching suppliers autonomously on behalf of humans. This is real and this is now. The organizations that design experiences for machine customers and AI agents, not just human ones, will own the next decade of commerce.” 

Her book Machine Customers: The Evolution Has Begun sold out its first global release in seven weeks.

Our top pick of content from Katja Forbes:

• Machine Customers: The Evolution Has Begun
• Article: The persona problem: What agentic AI exposes about our favorite CX tool
• Integrating qualitative and quantitative research to transform CX operations
• Find out what Katja Forbes is talking about on LinkedIn

Mrunal Gangrade

JP Morgan  

Mrunal Gangrade, VP of software engineering at JP Morgan, is pioneering AI-driven CX in a highly regulated industry. Known for her expertise in responsible, explainable AI, she builds intelligent systems that improve trust and customer outcomes. “Success isn’t just faster service; it’s creating moments that strengthen the relationship,” she explained to CX Network. 
 
In an interview with CX Network, Gangrade expressed excitement for proactive and context-aware AI: “It enables organizations to anticipate customer needs, reduce friction early, and deliver more personalized experiences in real time.” 

Gangrade is also speaking at CX Network’s All Access: The AI Revolution in CX on 24 March 2026. 

Find out what Mrunal Gangrade is talking about on LinkedIn

Shekhar Gowda 

The Coca-Cola Company

Shekhar Gowda, VP of global marketing technology at The Coca-Cola Company, is advancing how AI and digital platforms elevate CX at one of the world’s most iconic brands. 
 
He oversees Coca-Cola harnessing AI-enabled tools from partners like Adobe to unify and personalize experiences globally. This includes using real-time customer data and AI-powered segmentation to boost engagement, optimize campaign execution, and streamline content workflows. 

Find out what Shekhar Gowda is talking about on LinkedIn

Zack Hamilton

Higher Oak

Zack Hamilton is head of advisory at Higher Oak, creator and author of Experience Performance System, a proprietary operating model that embeds AI across the full CX lifecycle – ingesting signals, prioritizing friction, executing interventions, and continuously optimizing journeys. 

As he explains: “AI in CX should be measured the same way any business initiative is measured: by its impact on revenue, cost, and risk. If it doesn’t increase customer lifetime value, reduce friction costs, or accelerate decision velocity, it’s not innovation, it’s experimentation.” 

Hamilton’s approach goes beyond dashboards and analytics. AI agents monitor live journeys, translate friction into financial impact, trigger targeted actions, and feed a closed-loop learning system. 

By combining AI innovation with human-centric principles, Hamilton demonstrates how CX can scale, act, and continuously improve, setting a new standard for performance-driven, AI-augmented CX. 

Our top pick of Zack Hamilton's content:

• LinkedIn newsletter: Rise of Agentic CX L
• LinkedIn newsletter: Unf*cking your CX
• LinkedIn newsletter: Designing the CX agent
• Custellence Podcast Episode
• Find out what Zack Hamilton is talking about on LinkedIn

Padma Hari 

Nestlé

Padma Hari is a consumer-focused digital leader driving transformation through AI, data and analytics. At Nestlé, she leads global initiatives that connect technology with seamless omnichannel customer experiences. 
 
Padma combines innovation with human-centric principles, ensuring technology amplifies human creativity and decision-making rather than replacing it. 

Find out what Padma Hari is talking about on LinkedIn

Siân Howatson

Swyftx

Siân Howatson leads CX innovation at Swyftx, an Australian crypto exchange. She is intentionally using AI to reshape fintech CX by reducing administrative burden and enabling intelligent customer responses.

Howatson has driven initiatives that embed AI deeply into support workflows to boost efficiency. Under her leadership, Swyftx implemented advanced AI agents (e.g. Intercom’s Fin AI Agent) that help answer support queries with a 91 percent AI response rate, save over 40 hours of team time weekly, and significantly improve automated resolution rates, allowing employees to focus on complex, high-value interactions. 

Find out what Siân Howatson is talking about on LinkedIn

Ken Hughes 

CX expert

With over two decades advertising Fortune 500 brands and inspiring audiences across five continents, Ken Hughes challenges organizations to move beyond transactions towards a deep, emotive connection. 
 
Known as the “king of CX,” he blends behavioral science with storytelling and wit to help brands win loyalty. In his Taylormaking playbook, he draws on the tribal loyalty of Taylor Swift’s fanbase to show how brands can build lifelong emotional resonance with customers. 
 
For Hughes, the true measure of AI’s impact on CX goes beyond efficiency and automation: it should amplify emotional connection. “If your AI investment isn’t increasing human connection, it’s just automation. Measure success not by cost savings or CX friction/speed alone, but by whether customers feel more seen, heard, understood, and valued.” 

Our top pick of Ken Hughes' content:

• Interview: Why customer intimacy is the future of CX
• Find out what Ken Hughes is talking about on LinkedIn

Nadine Abou-Khalil

Microsoft

Nadine Abou-Khalil is senior business group lead at Microsoft, where she guides organizations on turning AI into real business impact. A trusted speaker and industry voice, she has represented Microsoft at global CX events, including CX transformation tours where she shared practical insights on roadmap development, customer data integration, and AI-driven service excellence with clients from banking, retail, and supply-chain sectors. 
 
She is passionate about helping organizations use AI responsibly; not just to automate, but to deepen customer understanding, drive revenue growth, and empower human employees with intelligent tools.

Find out what Nadine Abou-Khalil is talking about on LinkedIn

Afshan Kinder 

SwitchGear 

Afshan Kinder is a partner at SwitchGear, helping organizations integrate AI into contact center operations to enhance both agent performance and CX. Partnering with AmplifiAI, she guides clients on embedding AI agents assistance directly into workflows, ensuring technology complements human judgment rather than replacing it. 
 
Kinder stands out for combining AI innovation with ethical, agent-first implementation, ensuring organizations leverage technology to elevate both employee and customer experiences. 

Our top pick of Afshan Kinder's content:

• Podcast episode: Next In Queue: That's Not My Name featuring Afshan Kinder
• Find out what Afshan Kinder is talking about on LinkedIn

Monica Kedzierski

Herbalife

Monica Kedzierski is the VP of global data, analytics & AI at Herbalife, where she uses data to power more personalized wellness journeys. She leads enterprise-wide data, analytics, and AI strategy, focusing on using intelligence to elevate CX.

A career that spans helping Fortune 100 and 50 companies operationalize AI, with a strong emphasis on execution over experimentation. Her expertise in generative AI and modern data platforms enables organizations to move from fragmented insights to real-time, decision-centric models.

A sought-after speaker and advisor, she is known for cutting through the AI hype!

Find out what Monica Kedzierski is talking about on LinkedIn

Jochen Koedijk

Expedia

Jochen Koedijk, chief marketing officer at Expedia Group, is shaping the future of travel by embedding AI and advanced analytics at the heart of CX and growth strategy.  
 
Under his leadership, Expedia has evolved into a tech-enabled, data-driven organization where AI supports real-time personalization, smarter travel recommendations, and more relevant, context-aware interactions across platforms.

Our top pick of Jochen Koedijk's content:

• Video: Expedia App within ChatGPT
• Find out what Jochen Koedijk is talking about on LinkedIn 

Vinay Kumar 

Tim Hortons

Leading end-to-end technology strategy for Tim Hortons across six countries in the Middle East, Vinay Kumar plays a key role in shaping how digital and AI capabilities enhance customer experience in high-volume QSR environments. 
 
Overseeing applications, infrastructure, eCommerce, and security, he ensures technology is not just operationally sound, but directly aligned to faster service, seamless ordering, and consistent in-store and digital experiences. 

Find out what Vinay Kumar is talking about on LinkedIn

Barbara Lavernos

L'Oréal

Barbara Lavernos has spent over 35 years at L'Oréal, where she turns AI and digital innovation into customer-centric experiences. As deputy CEO in charge of research, innovation and technology, she oversees teams that use data, algorithms and AI to create more inclusive, personalized beauty experiences and anticipate customer needs. 
 
L'Oréal has recently expanded its Beauty Tech footprint, embedding AI and machine learning into digital services that diagnose, guide and tailor beauty interactions. These innovations are part of the company’s “Beauty for Each” ambition, where advanced tech helps deliver smarter recommendations and personalized support at scale. With more than 110 million uses of Beauty Tech services across dozens of countries and brands. 

Our top pick of Barbara Lavernos' content:

• Interview: ‘Whenever we see a small company with a good idea, we’re on fire’: How M&A and innovation keep L’Oréal ahead in global beauty
• Find out what Barbara Lavernos is talking about on LinkedIn

Jay Loveland 

The Hartford

Jay Loveland leads AI and analytics at The Hartford, focusing on delivering ethical AI solutions that enhance operational efficiency and CX. Under his leadership, The Hartford has advanced AI-driven initiatives that optimize risk assessment, personalize customer engagement, and streamline decision-making. 

Find out what Jay Loveland is talking about on LinkedIn

Dane K. Mathews

Taco Bell

Dane K. Mathews leads AI transformation across more than 8,700 Taco Bell restaurants worldwide. With full P&L ownership of a $20 billion digital business, he connects AI, loyalty, and operations to turn customer engagement into fandom – and fandom into measurable commercial growth. 
 
At the heart of his strategy is AI as a growth engine. Mathews is leading one of the largest VoiceAI drive-thru pilots in quick service restaurants, alongside ML-driven personalization, dynamic pricing, and loyalty innovation through Taco Bell Rewards.  

Our top pick of Dane K. Mathews's content:

• Podcast episode: Retail Gets Real: How Taco Bell uses digital innovation to highlight human connection
• Interview: Taco Bell Isn’t Chasing Frictionless Commerce. It’s Zeroing in on the Fan Experience
• Find out what Dane K. Mathews is talking about on LinkedIn

Ekaterina Mironova 

Vega Technology Group

Ekaterina Mironova leads a full-scale AI transformation at Vega Technology group, implementing LLM-powered Tier-1 automation, AI-enhanced knowledge management, predictive voice of the customer (VoC) insights, workflow automation, hyper-personalized experiences, and real-time agent-assist tools.  
 
Her initiatives have automated over 50 percent of repetitive inquiries, reduced handling times by 35 percent, cut escalations by 20 percent, and raised CSAT by 15 points. 
 
“When AI connects insights across journeys instead of just answering questions, CX becomes more preventative, personal, and human, which is where the biggest impact lies. AI. When AI stays in the background and helps people show up better, faster, and more informed, CX becomes both more scalable and more human,” she told CX Network. “Human is the center; AI is an assistant!” 

Our top pick of Ekaterina Mironova's content: 

• Article: How to build a robust support and CX eco-system from the ground up
• Article: 7 skills for CX teams: Mastering the balance of empathy, technology and data
• Article: Omnichannel chaos: Why customers expect a seamless experience, but brands are falling behind
• Find out what Ekaterina Mironova is talking about on LinkedIn

Sara Moret

Target

Sara Moret plays a pivotal role at Target, bridging strategy, and product execution to deliver customer-focused experiences at scale. 
 
In her role as chief of staff to the chief information and product officer, she ensures cross-functional alignment between digital, product, and IT initiatives, with a strong focus on leveraging AI and analytics to enhance the customer journey. 
 
Moret has been instrumental in integrating AI-driven insights into Target’s digital and omnichannel operations, enabling smarter personalization, predictive merchandising, and operational efficiencies that directly impact customer satisfaction and engagement. 

Find out what Sara Moret is talking about on LinkedIn

Julie De Moyer 

LVMH Beauty

Julie De Moyer leads data, analytics and AI innovation across more than 15 of the world’s most iconic beauty brands within LVMH, transforming how the luxury giant uses intelligence to deepen consumer relationships and elevate experiences across the product-to-retail lifecycle. 
 
At LVMH, internal tools like the AI chatbot MaIA assist teams from content translation to mock-up generation, and data platforms power predictive models for personalization, marketing insights and post-purchase engagement. 

Find out what Julie De Moyer is talking about on LinkedIn

Warigo Nganga

Lift CX

Warigo Nganga, AI transformation customer success strategist at Lift CX, designs end-to-end AI systems across the customer lifecycle -onboarding, adoption, risk detection, expansion, and executive visibility. 
 
Her approach: Detect -> Make sense -> Execute, powers platforms like CallQ and CSRadar.ai, surfacing churn risk, expansion opportunities, and workflow gaps while delivering executive-ready insights. These tools have driven over US$13 million in retention and expansion and cut time-to-value by 50 percent. 
 
“I’m not observing the AI-in-CX shift,” she told CX Network. “I’m actively building it within the community.”  

Find out what Warigo Nganga is talking about on LinkedIn

Elodie Perthuisot

Carrefour

Elodie Perthuisot is leading Carrefour’s journey to embed Ai at the core of CX. As executive director of Carrefour Espana and a member of the Group Executive Committee, she has championed an enterprise-wide AI agenda. 
 
Under her leadership, Carrefour launched ai.carrefour, a global AI platform built on advanced technologies like Gemini 2.0, designed to democratize AI use across teams and ultimately improve service for customers and colleagues alike. 
 
Perthuisot also created the first Advisory Council for AI in retail, bringing together academic, technology, and industry experts to ensure Carrefour’s Ai transformation is agile, ethical, and people centric. 

Find out what Elodie Perthuisot is talking about on LinkedIn

Eric Phillips 

Delta Air Lines

Eric Phillips leads Delta Air Lines’ digital transformation with a clear mission: make travel more personalized, seamless, and intuitive for every customer. 
 
As chief data officer, he oversees digital platforms like Delta.com, and the Fly Delta app, ensuring technology and AI-enabled data drive experiences that feel relevant at every stage of the journey. 
 
Delta has recently embedded AI and real-time analytics into its CX fabric, powering personalized travel updates, dynamic self-service features and advanced notification systems that give travelers more control and clarity. 

Find out what Eric Phillips is talking about on LinkedIn

Jaslyin Qiyu

Cigna Healthcare

Jaslyin Qiyu, chief marketing officer and customer experience head for Singapore and Australia, brings a dual focus on growth and customer-centricity. Rather than relying on traditional metrics, Qiyu emphasizes speed and trust as true indicators of success.  

“Beyond efficiency metrics, I focus on outcome velocity – how quickly AI moves customers from friction to resolution – and trust indicators like repeat engagement and reduced escalations. Success isn’t just faster service; it’s creating moments that strengthen the relationship,” she told CX Network. 

Our top pick of Jaslyin Qiyu's content:

• LinkedIn newsletter: Mad About Marketing Thoughts
• Find out what Jaslyin Qiyu is talking about on LinkedIn

Fabian Quast 

Lidl

Fabian Quast, product owner and international consultant at Lidl, is driving the evolution of AI-powered customer service. Instrumental in developing Lidl’s AI ecosystem, he helped build a proprietary large language model – named ‘Lia’ – achieving 92 percent accuracy, capable of handling complex, multi-category grocery queries across 150+ customer intents

"The real measure of AI success in CX isn't just deflection rates, it's end-to-end automation. Can your AI agent fully resolve a customer's issue without human intervention, across languages and markets? That's the metric that translates directly into customer satisfaction and operational impact,” he told CX Network.

Quast is particularly excited by the rise of agentic AI: “We're at the tipping point where AI agents move from assistants to true problem-solvers across the entire customer journey." 

His work is helping shape a future where AI independently delivers seamless, scalable customer experiences. 

Quast is also speaking at CX Network's All Access: AI + Data in CX in June.

Our top pick of Fabian Quast's content:

• Article: How Lidl built a 92% accurate AI model to transform customer service
• Find out what Fabian Quast is talking about on LinkedIn

Caroline Quinlan

Ibec

Caroline Quinlan is head of CX at Ibec, Ireland’s largest business representative organization. Using tools like Google Gemini, she has built a CX playbook of customizable AI assistants, enabling consistent tone, design, and guidance across the organization. She leveraged AI to analyze Ibec’s first CX maturity survey, creating a baseline CX score and identifying gaps.

Quinlan measures AI success through both efficiency and value creation: “Beyond cost-to-serve, the real indicator is whether AI drives loyalty, lifetime value, and revenue growth through more personalized, predictive experiences.” Speaking with CX Network, she is most excited “about the convergence of predictive AI and hyper-personalization, enabling organizations to anticipate customer needs and deliver tailored experiences in real time, before customers even need to engage.” 

Our top pick of Caroline Quinlan's content:

• YouTube video: Instilling CX Into Every Aspect Of A Company - CX Chats With Caroline Quinlan
• Article: Instilling CX Into Every Aspect of a Company
• Find out what Caroline Quinlan is talking about on LinkedIn

Amy Radin 

Columbia University

Amy Radin, an executive-in-residence at Columbia University, focuses on whether AI in CX drives real organizational change, not just deployment. As she put it to CX Network, “AI in CX shouldn’t be measured by pilot launches or chatbot deployments... [but] whether the organization can actually work differently because of it.” 
 
Radin focuses less on new tools and more or organizational readiness, noting, “I’m less excited about the next tool and more interested in whether organizations are building the conditions to use AI well.” 

Radin will also be sharing her expertise at CX Network’s All Access: The AI Revolution in CX. 

Our top pick of Amy Radin's content:

• Article series: Uncommonly Pragmatic
• Find out what Amy Radin is talking about on LinkedIn

Shashi Ranjan

Oasis Fertility

Shashi Ranjan is advancing patient-centric experiences in healthcare by strategically integrating AI across Oasis Fertility’s customer engagement channels. He led the implementation of the Oasis Saarathi mobile app, an AI-driven platform providing 24/7 support for patients throughout the fertility journey. This initiative ensures immediate assistance for common queries, reduces patient effort, and enhances access to care – a critical improvement in a high-emotion, high-stakes domain like fertility treatment. 
 
Ranjan has also deployed Auto QS and AI-powered call audit systems that evaluate 100 percent of interactions in real time, giving leadership complete visibility into service quality while reducing manual audit workload. These solutions support continuous learning for frontline teams and help maintain consistent, high-quality patient engagement. 

Find out what Shashi Ranjan is talking about on LinkedIn

Pedro Uria-Recio 

CIMB

Pedro Uria-Recio is a strategic leader at the intersection of data, AI, and CX, serving as chief data and AI officer at CIMB, one of Southeast Asia’s most dynamic financial groups. He leads enterprise-wide AI and data programs that turn intelligence into better, more personalized experiences for banking customers – from smarter advisory journeys to risk-aware engagement.

Uria-Recio's work extends beyond the enterprise. He is a best-selling author, with his How AI Will Shape our Future exploring how intelligent systems transform human behaviours, expectations, and organizational culture. His writing champions the idea that A should extend human capability.

Our top pick of Pedro Uria-Recio's content:

• YouTube channel
• Find out what Pedro Uria-Recio is talking about on LinkedIn

Mousumi Lahiri Roy

Aditya Birla Capital

Mousumi Lahiri Roy is a CX leader driving transformation and insight-led decision making for more than 30 million customers at one of India’s fastest-evolving financial services groups.

At Aditya Birla Capital she redesigns journeys that boost loyalty and reduce friction. 
At the firm, AI-powered tools such as real-time VoC platforms and intelligent IVR systems have been deployed to streamline service, cut turnaround times by 35 percent, and surface actionable signals from millions of customer interactions. This insight-driven approach has generated dozens of high-impact customer insights.

Our top pick of Mousumi Lahiri Roy's content:

• Video: Putting people at the center of your AI strategy
• Find out what Mousumi Lahiri Roy is talking about on LinkedIn

Bishoy Sawiris 

GB Corp

Bishoy Sawiris is redefining how AI powers CX at GB Corp. As chief data officer, he first built a unified, governed Customer 360 and data lakehouse, creating a single source of truth across sales, service, finance, and digital channels. 
 
Bishoy has also deployed advanced AI and machine learning solutions that directly touch the customer journey: predictive churn and lifetime value models, next-best-action recommendations, AI-driven segmentation, and personalization engines that tailor interactions across channels. 
 
One standout initiative was the Customer 360 + AI segmentation program, consolidating 2M+ customer records and embedding predictive insights directly into operational systems. Results included 15-20 percent retention loft, and a 70 percent faster time-to-insight, shifting GB Corp from reactive interactions to personalized, actionable and proactive engagement. 
 
"Organizations should measure the success of AI in CX not just by efficiency gains, but by the meaningful, personalized experiences it enables for customers. I’m particularly excited about AI-driven predictive analytics that anticipate customer needs before they arise, creating truly proactive CX,” he told CX Network. 

Find out what Bishoy Sawiris is talking about on LinkedIn

Naveen Seshadri

Ralph Lauren

Naveen Seshadri leads Ralph Lauren’s digital transformation and AI strategy. The company has recently leveraged AI for predictive personalization, dynamic merchandising, and intelligent inventory management, ensuring that customer interactions are relevant, timely, and consistent. The platform is called Ask Ralph and is a conversational AI shopping tool.

Naveen stands out for aligning AI innovation with customer-centricity, as he embeds machine learning and automation to augment human decision-making while maintaining trust, brand consistency and measurable improvements in customer engagement and loyalty. 

Find out what Naveen Seshadri is talking about on LinkedIn

Brian Solis 

ServiceNow

Head of global innovation at ServiceNow, and author of X: The Experience When Business Meets Design, Brian Solis challenges leaders to rethink not just what they build with AI, but why they build it.

For Solis, AI is not a CX strategy, but an enabler of strategy that would otherwise be impossible. He argues that success should be measured the way customers actually feel and remember: “Did it reduce effort, speed up resolution, and increase trust?” 
He also pushes for an “experience integrity score” that measures whether AI explains its actions in plain language and truly removes friction, not just automate yesterday’s processes.

Speaking on agentic AI, Solis told CX Network:

“It flips CX from reactive support or transaction commerce or engagement to proactive experience design, where the best interactions are the ones customers never have to initiate. It also means the customer journey is increasingly mediated by agents, so brands must earn machine trust with clean customer and intent data, transparent policies, and experiences designed for both humans and their AI copilots (that’s right, we’re talking about CX and now AX…agent experience and how you deliver seamless experiences for agents!). In that world, experience becomes a customer and agentic operating system, and AI is the choreography behind every moment that matters.” 

Our top pick of Brian Solis' content:

• LinkedIn newsletter: ROI: Return on Ignorance 
• Find out what Brian Solis is talking about on LinkedIn

Patty Soltis

Upwork

As senior CX manager at Upwork, Patty Soltis has leveraged AI to analyze over two million annual VOC signals, and generated 80+ high-impact insights that contributed to more than US$60 million in identified revenue opportunities.

Her initiatives have resolved 184 systemic CX issues, reversed multi-year satisfaction declines for key segments, and boosted NPS for critical clients by 72 percent, rebuilding positive momentum. 

Find out what Patty Soltis is talking about on LinkedIn

Matt Spessard 

Wendy’s

Matt Spessard leads technology at Wendy’s, and as chief information officer, he oversees restaurant technology, data management and analytics, enterprise technology, software engineering, and information security.

He is pioneering the use of generative AI to reimagine CX, most notably through Wendy’s FreshAI platform, which enhances the drive-thru experience by delivering faster, more personalized and consistent service. 

Our top pick of Matt Spessard's content:

• Article: AI and Beyond: Wendy’s New Innovative Restaurant Tech
• Article: Leading Drive-Thru Innovation with Wendy’s FreshAi
• Find out what Matt Spessard is talking about on LinkedIn

Josh Streets

QX Now

Josh Streets is a standout in the AI and CX space for coining the concept of Quantum Experiences (QX), highlighting the convergence of CX, EX, and AI. With 15 years in CX, he helps leaders balance AI safety and human-centric principles.

He has led measurable AI-driven initiatives, including AI strategy development, training and certification programs, Ai design, vendor selection, procurement, legal risk management, and ROI measurement.

Streets is redefining how AI is applied in CX, guiding organizations from strategy and readiness through implementation, optimization, and continuous improvement.  

Our top pick of Josh Streets' content:

• LinkedIn newsletter: Intelligence Age
• Article: E-Commerce vs A-Commerce for CX Leaders
• Article: Opportunity Cost of Poor Experiences
• Find out what Josh Streets is talking about on LinkedIn

Rajesh Sura 

Amazon

Rajesh Sura, head of data engineering and analytics at Amazon, is embedding AI directly into decision systems that govern product selection, vendor participation, and trust at enterprise scale. Rather than treating AI as a reporting layer, he has built AI-native platforms powering hundreds of billions in annual commerce and generating over US$10 billion in incremental business value. 

His systems continuously evaluate assortment health, vendor readiness, pricing, fulfillment, and customer feedback – enabling CX teams to proactively address issues before customers encounter them.

Sura emphasizes that AI success must balance ROI and human experience, telling CX Network:

“Most organizations are measuring AI in CX the wrong way, optimizing for deflection rates and cost reduction while the metrics that truly matter go unexamined. The real benchmark is whether AI strengthens customer trust, reduces friction across the journey, and equips frontline teams with the insight to make better decisions in real time.” 

Find out what Rajesh Sura is talking about on LinkedIn

Tim Thijsse 

Online Plastics Group

Tim Thijsse, CXO consultant at Online Plastics Group, builds AI solutions like GPT-based assistants and the “Customer Happiness Dashboard,” which consolidates 50,000+ reviews, applies sentiment analysis, and surfaces actionable insights – helping teams improve retention, reduce friction, and enhance customer lifetime value. 
 
He also champions intent-driven orchestration: “We’re moving from segment-based experiences to real-time recognition of what a customer is trying to achieve in the moment. That shift allows organizations to prioritize interventions dynamically and turn CX from reactive optimization into proactive opportunity discovery,” he told CX Network. 
 
Guided by his “Artificial Inspiration” principle, AI provides structured drafts and insights, while humans add judgment and empathy, making Thijsse a practical, ecosystem-minded thought leader shaping the future of AI in CX. 

Our top pick of Tim Thijsse's content:

• LinkedIn Newsletter: Digital Experience Collective
• Article: 2025 checklist: What actually happened in AI & CX
• Article: Contextual Segmentation: Why Your Customer’s House Sometimes Says More Than Their Click Behavior
• Find out what Tim Thijsse is talking about on LinkedIn

Barak Turovsky 

Bessemer Venture Partners

Barak Turovsky is an operating advisory and AI leader at Bessemer Venture Partners, with a career spanning leadership roles at General Motors, Google, and Cisco. As GM’s former chief AI officer, he helped integrate AI into both digital and physical products, transforming operations, engineering, and customer outcomes at scale. 
 
In a recent article he wrote for the Business Insider, he describes the role of a CAIO as akin to a “master chef," orchestrating AI infrastructure, data, talent, and organizational alignment to ensure AI delivers real-world impact. 

Our top pick of Barak Turovsky's content:

• Article: I'm the former chief AI officer at GM. Being the CAIO is like being the master chef of a restaurant
• Find out what Barak Turovsky is talking about on LinkedIn

Gregorio Uglioni

CX Goalkeeper

Gregorio Uglioni is an AI and CX strategist who helps organizations use AI to enhance human judgment and drive measurable outcomes. Speaking to CX Network, he emphasised customer-centered metrics: “Does it improve acquisition through advocacy, strengthen retention and share of wallet, or reduce cost while freeing employees to focus on the moments where humans matter most: building trust, handling vulnerability, urgency, and decisions with irreversible consequences?” 
 
Uglioni’s projects span AI-driven workforce management, intelligent routing, and AI-assisted clinical reporting, where automating documentation cut physical reporting from two hours to under 30 minutes, giving staff more time for patient care. He stresses co-design with end users to ensure trust, adoption, and relevance: “Successful AI is not about replacing clinicians, but about empowering them,” he told CX Network. 
 
He is also host of the CX Goalkeeper podcast, which ranks in the top 5 percent worldwide. 

Our top pick of Gregorio Uglioni's content:

• Article: Why most CX strategies fail after the strategy phase
• The CX Goalkeeper podcast
• Find out what Gregorio Uglioni is talking about on LinkedIn

Greg Ulrich 

Mastercard

Greg Ulrich leads Mastercard’s global AI and data strategy, shaping how intelligence and insights are woven into the fabric of modern commerce. As chief AI and data officer and a member of Mastercard's Management Committee, he’s responsible for integrating AI and data across the business, turning vast streams of transaction and customer information into reliable, secure, and scalable experiences for partners and consumers alike. 
 
His approach emphasizes responsible, governance-led Ai deployment, ensuring models are transparent, auditable, and aligned with ethical standards. 

Our top pick of Greg Ulrich's content:

• Article: Empowering the Agentic Era: Trust, Collaboration, and Seamless Payments
• Article: Building Trust and Securing the Future: How Mastercard Uses AI to Make Commerce Safer and Smarter
• Article: How AI Is Powering Mastercard’s Operations: Smarter Systems, Safer Transactions, and Stronger Teams
• Find out what Greg Ulrich is talking about on LinkedIn

Kevin Vasconi

Papa John’s

Kevin Vasconi shapes how Papa John's uses AI and data to deliver seamless, loyalty-driven customer experiences at a global scale. According to Papa John’s, he brings “proven expertise in technology leadership,” having previously served as CIO at Wendy’s, where he helped triple eCommerce growth in just three years through a consumer-centric technology-led approach. 
 
With prior leadership roles at Domino’s and across global enterprises, he has a deep understanding of how AI, eCommerce, and digital platforms can transform customer journeys. 

Find out what Kevin Vasconi is talking about on LinkedIn