I help enterprise CX and product teams design, validate, and scale AI-augmented customer support solutions—with clarity on what to build, why to build it, and how to operationalize it. With 28+ years across engineering, post-sales support, and product management, I’ve spent over a decade building and scaling contact center, CCaaS, CPaaS, and omnichannel CX platforms used by global enterprises. My work sits at the intersection of customer experience, AI/ML, and real-world product execution. I’ve led: * AI-powered agent assist, intelligent routing, and personalization initiatives * Integration of CPaaS with CCaaS platforms post-acquisition * Cloud + on-prem CX modernization programs * Product roadmaps informed by customer data, UX research, and business metrics Today, I work with teams who are: * Unsure where AI fits in their CX or support roadmap * Struggling to move from AI concepts to production-ready solutions * Looking to improve CSAT, agent productivity, and cost efficiency using AI * Navigating build vs buy, platform integrations, or legacy constraints What you’ll get from a session with me: * Clear prioritization of AI use-cases that actually matter * Practical guidance grounded in enterprise constraints * A structured path from strategy → execution → metrics * Honest feedback based on what works (and what fails) at scale If you’re building or transforming enterprise customer support using AI, this session will help you cut through noise and move forward with confidence.