AI across the customer journey

“customer loyalty is won and lost at the handover between functions”

CX rarely breaks inside a function — it breaks at the handovers between the teams. Most tools measure; few connect. The missing piece is the action layer: turning data insight into the next best action.

What I bring

I’ve presented cross-functional CX strategies & insights to CXO’s and CEO’s for the last 5 years.


I've also worked across the whole journey, operations, field, marketing, sales, service, customer success, account management. I’ve seen where it failed over and over again. The friction occurs for customers (& loyalty is won & lost) during the handover between departmental silos.

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AI x CX

  • Getfeedback

    Senior Sales Executive

    Getfeedback was the first CX Platform Salesforce. Closing the loop for Service Teams (Service Cloud), then Marketing Cloud, Pardot, Sales Cloud and more.

    I sold the CX vision using survey to enrich the Customer 360 engine via NPS, CSAT, CES, AI, NLP sentiment, predictive CX scoring, automated classification, propensity-to-churn and next-best-action.

  • Resonate CX Solutions

    Sales & Marketing Manager

    A customer-experience insights platform — my first move into CX after years selling into operations and logistics. Sharpened the positioning and pipeline by tying CX analytics to outcomes leaders actually cared about, translating customer data into executive-level value rather than reporting. It's where the thread that runs through everything since started: the realisation that the friction worth solving lives in the handovers between functions, and that's where customer loyalty is won or lost.

  • Survey Monkey Enterprise CX

    ENTERPRISE SALES EXECUTIVE

    Led JAPAC enterprise CX, selling AI/ML-driven feedback capability — sentiment, predictive scoring, automated classification — into manufacturing, BFSI, government and healthcare. The work was about closing the loop: turning customer signal into action across marketing, sales and service, rather than another dashboard nobody acts on.

    My read on CX was formed here: the technology measures everything, but customer loyalty is won & lost at the handovers between slio’d departments.

  • Usabilla

    CX Sales Consultant

    Website and app feedback, UI/UX signal, Customer Effort Score, measured where the experience itself breaks — the friction points in the digital journey. When added with NPS and CSAT, this is what made the cross-functional view real for me: you can't fix loyalty from one function's data; you have to read the whole journey, from the emotional signal to the effort it took to get something done.

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