The top 25 AI leaders in CX to follow in 2025

CX Network is delighted to present the definitive guide to the top 25 AI leaders in CX for 2025.

This year’s list highlights CEOs, founders, CXOs, thought leaders and academics from around the world who are at the forefront of AI-driven customer experience. These innovators are transforming CX by harnessing artificial intelligence (AI) to enhance personalization, optimizing operations and setting new industry benchmarks.

To curate this list, the CX Network team assessed a range of factors, including social media resonance, industry expertise, thought leadership and notable contributions to AI in customer experience (CX). As AI continues to reshape customer experience across industries, we’ve ensured a diverse selection of leaders who reflect the broad and evolving landscape of AI-powered CX.

Presented in alphabetical order, this guide showcases each leader’s impact on AI in CX, along with our top picks of their must-read articles, podcasts and interviews.

Click on a name to jump to their profile or scroll down to discover who’s leading the charge in AI-powered customer experience.

 
Troy Barnes

Chubb

The digital business disruptor

As head of digital business transformation APAC at Chubb, Troy Barnes is reshaping how the insurance sector engages with customers through AI and data-driven insights. Barnes' role is pivotal in reimagining customer engagement by blending traditional insurance processes with cutting-edge technology, creating smarter, more efficient ways to interact with clients. By integrating AI into core business strategies, Barnes is leading Chubb’s transformation to meet the evolving needs of a digital-first customer base.

• Find out what Troy Barnes is talking about on LinkedIn

Somnath Biswas

Totaljobs

 The entrepreneurial product leader

Somnath Biswas is an accomplished product leader with a strong  background in AI-driven innovation, digital transformation and CX. As  the Head of Product at Totaljobs, he leads initiatives that utilize AI and data-driven insights to enhance job search experiences and recruitment solutions.

With a career spanning multiple industries, including HR tech, e-commerce and digital platforms, Biswas has built a reputation for creating scalable, user-centric products that drive engagement and efficiency. He is passionate about blending technology with human intuition, ensuring AI enhances – rather than replaces – the recruitment process. Biswas envisions a future where hyper-personalization, automation and predictive analytics redefine how candidates and employers connect. 

Our pick of Somnath Biswas' content:

• Using generative AI to support emotive customer journeys
• Building the generative AI-powered Job Search Companion
• Find out what Somnath Biswas is talking about on LinkedIn

Dora Boussias

DoraB Global

The leadership coach and CX thought leader

Dora Boussias, founder of DoraB Global, is a career leadership coach and keynote speaker who helps organizations harness AI to enhance both employee and customer experiences. Boussais' leadership approach emphasizes the importance of maintaining human-centric principles while integrating AI into CX strategies.

She advises leaders on how to foster empathy, creativity and collaboration in their teams, ensuring that AI supports, rather than replaces, the human touch in customer interactions.

• Find out what Dora Boussias is talking about on LinkedIn

Debasmita Das

Mastercard

The AI and security solutions guru

Debasmita Das is a data science manager at Mastercard, shaping the  future of customer experience through intelligent, user-centric  solutions. With more than a decade of experience in AI, digital strategy and product management, she has impacted in excess of three million users globally across B2B, B2G, and B2C markets.

Recognized for her contributions to AI and analytics, Das was honored at the 3AI Pinnacle Awards 2023 as one of the 'Women to Watch Out for in AI & Analytics.' Speaking to CX Network, Das said that "this reflects my dedication to driving innovation and empowering others in the AI space."

Our pick of Debasmita Das' content:

• CX Talks: How generative AI is actively transforming CX
• What is a chief artificial intelligence officer – and do you need one?
• Find out what Debasmita Das is talking about on LinkedIn

Glenn Fogel

Booking Holdings

The AI-powered travel guru

Glenn Fogel, CEO and president of booking holdings, is driving the future of travel by harnessing AI to make trip planning smarter and more intuitive. Under his leadership, the company has introduced AI-powered tools like the AI Trip Planner, designed to give travelers a personalized, conversational experience when booking trips. However, his vision is to bring back the human touch in travel.

Fogel believes AI can transform the way people plan and experience travel, offering real-time itinerary adjustments, better pricing suggestions seamless support – just like a trusted travel agent, but powered by machine learning. He’s passionate about making travel smoother, more accessible and deeply personalized through innovation.

As he puts it: "Generative AI is not just about technology. It’s the intersection of intelligence and creativity that will empower us to build personalized, adaptive experiences."

• Find out what Glenn Fogel is talking about on LinkedIn

Katja Forbes

Standard Chartered

The fierce life-enhancer

Katja Forbes is a globally recognized digital visionary with expertise spanning CX, UX, AI and data science. As the executive director & head of client experience at Standard Chartered, she leads award-winning teams crafting innovative, inclusive financial solutions.

Forbes sees the future of CX shifting toward machine-driven interactions, where large language models (LLMs) will interpret voice, text and emotional cues, creating seamless, hyper-personalized experiences. She predicts that in a world of AI, traditional screen interfaces may soon become obsolete.

Speaking to CX Network, Forbes said: “In the near future, we may interact with services seamlessly through our surroundings, devices and even wearables without a single tap or click. As LLM technology matures, screens could become an afterthought – if not entirely obsolete – ushering in a new era of CX built on intelligent, adaptive interfaces that meet users wherever they are.”

Our pick of Katja Forbes' content:

• Integrating qualitative and quantitative research to transform CX operations
• CX leaders in finance reveal top trends: AI, digital twins, customer empowerment
• Find out what Katja Forbes is talking about on LinkedIn

Peter Gostev

Moonpig

The personalization powerhouse

Peter Gostev is the head of AI at Moonpig, a company revolutionizing the greeting card and gifting industry through data. With a solid foundation in data science and AI, Gostev is dedicated to creating hyper-personalized customer experiences using cutting-edge machine learning algorithms. His role centers on utilizing AI to enhance the personalization of greeting cards and gifts, ensuring that Moonpig delivers tailored experiences that feel unique to each customer.

By utilizing advanced data analytics, Gostev's AI strategy is designed to optimize every touchpoint in the customer journey – from product recommendations to personalized content generation – creating a seamless and memorable shopping experience. Through AI, Gostev aims to not only meet but anticipate customer needs, driving loyalty and satisfaction.

Our pick of Peter Gostev's content:

• Beyond chatbots: Unleashing generative AI across the customer journey
• Creating a virtuous circle with AI and digital experiences
• Humour Understanding in LLMs - GPT-4 is the clear leader
• Find out what Peter Gostev is talking about on LinkedIn

Stephanie Iruthayanathan 

Cisco

The AI and CX specialist

Stephanie Iruthayanathan is an expert in AI and CX specialist at Cisco, where she develops innovative strategies for customer engagement through intelligent automation and data insights. Her work integrates AI to anticipate customer needs, providing personalized and efficient service that enhances satisfaction and loyalty. Iruthayanathan's passion lies in leveraging technology to proactively serve customers, transforming CX from reactive problem-solving to seamless, predictive experiences.

Looking ahead, Iruthayanathan sees CX evolving to a point where brands anticipate and prevent issues before they occur. "The best customer experience will be the one you don’t even notice because everything just works the way it should," she envisions. Describing herself as "curious, adaptable, motivated," Iruthayanathan continues to drive AI-powered CX innovations that create exceptional, frictionless customer journeys.

• Find out what Stephanie Iruthayanathan is talking about on LinkedIn

Rasheeda James  

Americor

The CX transformation leader

Rasheeda James, VP of client services at Americor, is a leading champion of AI-driven customer experience transformation. With a focus on the financial services industry, James has been instrumental in utilizing technology to streamline operations and elevate the quality of customer interactions. Her leadership has driven innovations that enhance personalization, automate workflows and improve the overall efficiency of customer service.

James believes in embracing every challenge as an opportunity, guided by the mindset: "What would you attempt if you knew you would not fail? You would attempt every darn thing." This philosophy fuels her innovative approach, pushing boundaries in AI-driven CX.

Looking ahead, she sees the future of CX centered on hyper-personalization, where AI-driven insights craft authentic, empathetic and tailored customer experiences. For her, success lies in ensuring every interaction resonates with care, trust and precision – building meaningful, lasting connections.

• Find out what Rasheeda James is talking about on LinkedIn

Monica Kedzierski

Herbalife

The AI-driven strategist

Monica Kedzierski is the VP of global data, analytics & AI at Herbalife. She doesn’t just talk about AI – she makes it work where it matters. In her role at Herbalife she’s focused on using data to drive real business results, from optimizing operations to creating personalized wellness experiences that keep customers engaged.

She’s built a career helping Fortune 100 and Fortune 500 companies turn complex analytics into practical strategies. “AI isn’t just about automation – it’s about making better decisions faster,” she said speaking to CX Network. Her expertise in generative AI and emerging tech helps companies move beyond hype and into execution, unlocking new levels of efficiency and growth.

A sought-after speaker and advisor, Kedzierski is known for cutting through the noise to deliver insights that C-suite leaders can actually use. Whether it’s redefining customer experience or streamlining decision-making, she’s at the forefront of AI-driven transformation, making data work for businesses – not the other way around!

• Find out what Monica Kedzierski is talking about on LinkedIn

Katie King

AI in Business

The AI business strategist

Katie King is a globally recognised AI strategist, keynote speaker, and CEO of AI in Business. With more than 35 years of consulting experience, she has advised senior executives worldwide on AI adoption, ensuring technology enhances human expertise. She is a two-time published author, with her third book on AI’s impact on marketing, sales, and CX set for release in Autumn 2025.

A member of the UK Government’s AI adoption task force and the Editorial Board for the AI and Ethics Journal, King is a leading voice in responsible AI strategy. She has delivered two TEDx talks and spoke in events in 17 countries in 2024 alone, helping businesses upskill teams and implement AI ethically. Recognised as a Top 10 AI influencer and Most Inspiring Woman in Technology, she is committed to shaping the future of AI in business. As she puts it: "Punch above your weight and never allow imposter syndrome to creep in."

King is also the founder of Leaders of Tomorrow, a global initiative bridging the AI skills gap in education. She believes the future of CX will be seamless, data-driven and immersive, with AI enhancing but never replacing human connection. 

• Find out what Katie King is talking about on LinkedIn

Jarno M Koponen

Zalando

The product design futurist

Jarno M. Koponen, product design Manager at Zalando, is redefining the intersection of AI, product design and customer experience. With a passion for building impactful products and fostering innovation, he focuses on designing AI-driven interfaces that feel intuitive, natural and highly personalized. His work is shaping the future of retail by simplifying decision-making and enhancing digital interactions.

“As design leaders, we should act as a proactive force for positive change. By driving creativity and innovation, we empower teams, organizations and our society to imagine desirable futures and make them happen,” said Koponen speaking to CX Network.

For Koponen, continuous learning is key: “It’s not about how you succeed nor how you fail, it’s always about how you keep learning and bounce back wiser.”

As AI transforms CX, he believes real human connection will become increasingly vital in the coming years. True to his self-description – a curious mind – Koponen remains at the cutting edge of AI-driven design, ensuring that technology serves people in meaningful ways.

Our pick of Jarno M Koponen's content:

• This design team is made up of one human and several AIs. See how the future of product innovation can work
• Find out what Jarno M Koponen is talking about on LinkedIn

Kumar "Kartik" Kartikey

AT&T

The digital experience architect

Kartik Kartikey, head of digital product, engineering & CX at AT&T, is a leading expert in designing AI-powered digital experiences that revolutionize customer interactions. With a deep understanding of both telecom and digital platforms, Kartikey's focus is on creating seamless, frictionless experiences that anticipate customer needs. His work aims to leverage artificial intelligence to not only streamline customer service but also enhance engagement across a range of touchpoints, ensuring that customers feel heard, valued and understood in every interaction.

• Find out what Kumar "Kartik" Kartikey is talking about on LinkedIn

Detlef Nauck

BT

The AI & data science visionary

Detlef Nauck is the head of AI & data science research at BT, where he leads groundbreaking AI projects that push the limits of telecom innovation. A visionary in the field of AI, Nauck has developed strategies that enhance customer interactions by utilizing machine learning and predictive analytics to improve automation and personalize experiences.

His research-driven approach helps redefine what’s possible in customer experience, setting new benchmarks for how AI can create more efficient, meaningful engagements in the telecom industry.

Our pick of Detlef Nauck's content:

• Humour Understanding in LLMs - GPT-4 is the clear leader (podcast)
• Find out what Detlef Nauck is talking about on LinkedIn

Deon Nicholas

Forethought

The conversational AI innovator

Deon Nicholas is the founder, president and executive chairman of Forethought, a company pioneering agentic AI for CX. Under his leadership, Forethought has raised more than US$90 million in venture capital, won TechCrunch Disrupt in 2018 and was named in CNBC’s Top 25 Startups for the Enterprise in 2022.

With a background in AI and mathematics from the University of Waterloo and the Alberta Machine Intelligence Institute, Nicholas has built data-driven products at Meta, Palantir, Dropbox and Pure Storage. His expertise in conversational AI is shaping the future of customer interactions, making support smarter, faster and more intuitive.

A sought-after futurist, Nicholas frequently speaks on AI's transformative role in CX, with appearances on CNBC and Bloomberg. His approach to AI-driven CX is centered on creating customer support systems that don’t just respond but anticipate needs – embedding AI into every touchpoint of the business. “CX will be the command center for product insights, revenue generation and marketing,” he predicts, emphasizing that businesses must see customers as their ultimate growth engine.

Nicholas's guiding principle is simple yet profound: “Do good by people without ever expecting anything in return.” His pursuit of better customer experiences has made him a driving force in the AI and CX space, earning him a reputation for being "customer obsessed and unstoppable."

Our pick of Deon Nicholas' content:

• The 8 metrics that CX practitioners should track to measure success
• Forethought: Interview With Co-Founder & President Deon Nicholas About The AI-Based Customer Support Company
• Find out what Deon Nicholas is talking about on LinkedIn

Dominik Olejko 

H&M

The omnichannel CX visionary

Dominik Olejko is the regional insights and analytics manager at H&M in Poland, and holds more than 15 years of experience in omnichannel sales, customer experience and loyalty marketing. Having also worked with major brands IKEA and Decathlon, he specializes in blending innovative technology with genuine human connections to create seamless and personalized customer experiences across digital and physical platforms.

Olejko's leadership is rooted in building meaningful, lasting relationships – both with his teams and customers. He believes that customer interactions should go beyond transactions to create trust and loyalty, emphasizing the importance of emotional connection. Guided by Maya Angelou’s advice, Olejko focuses on making every interaction leave a lasting impression. He says: “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.”

Looking to the future, Olejko sees AI as a transformative tool for customer experience, helping businesses analyze data, predict needs and deliver hyper-personalized services. However, he believes that while AI can enhance customer engagement, the core of exceptional CX will always be the human touch – ensuring that technology amplifies, not replaces, the emotional connection that drives customer loyalty.

Our pick of Dominik Olejko's content:

• 10 steps to ensuring CX data is good enough for AI
• Redefining the role of the retail contact center 
• Find out what Dominik Olejko is talking about on LinkedIn

Sirte Pihlaja 

CXPA Finland, Shirute Ltd

The human-centric AI whisperer

Sirte Pihlaja is a globally recognized customer experience expert and a pioneer in integrating agentic AI into both customer and employee engagement strategies. As the CEO of Shirute, Finland’s first CX design agency, Pihlaja assists global brands in developing AI-driven, customer-centric business models and governance frameworks.

Pihlaja has authored three bestsellers – Customer Experience 2, 3 and 5 – exploring the impact of multi-agent AI networks, digital assistants and machine customers on business and CX/EX strategies. She has also been listed in the Top 25 CX Leaders to Follow in AI, Top 50 CX Network Influencers and Top 33 Inspiring Women in CX. Pihlaja's work focuses on helping organizations embrace AI transformation while maintaining a human-centric approach to customer experience.

Pihlaja shares a quote from Dana Scully of The X-Files that resonates with her career philosophy: "You must dare to dream, but it is no substitute for perseverance and hard work. And teamwork, because no one gets there alone."

Pihlaja believes that the true value of innovation lies in the collaboration of people and technology. Looking to the future, she anticipates that the most significant changes in CX will focus on hyper-personalization, immersive technologies and emotional connections.

Our pick of Sirte Pihlaja's content:

• Are you ready to serve artificially intelligent customers?
• Machine customers and the future of CX and service
• The AI Experience Podcast: From Basics to Breakthrough (podcast series)
• Find out what Sirte Philaja is talking about on LinkedIn

Philippe Rambach

Schneider Electric

The industrial AI pioneer

As chief artificial intelligence officer (CAIO) at Schneider Electric, Philippe Rambach spearheads AI initiatives to drive efficiency and sustainability in the energy sector. He is committed to leveraging AI for smarter, more resilient industrial systems.

Rambach's work focuses on integrating AI into energy management and automation solutions, enabling predictive maintenance, optimizing energy consumption and reducing environmental impact. He envisions a future where AI plays a pivotal role in achieving global sustainability goals.

Our pick of Philippe Rambach's content:

• How different AI solutions support sustainability
• Find out what Phillippe Rambach is talking about on LinkedIn

Silvio Savarese

Salesforce

The AI-powered CX architect

Silvio Savarese, executive vice president and chief scientist at Salesforce, is a pioneer in artificial intelligence, leading initiatives that integrate AI into customer relationship management (CRM). He spearheaded the development of Einstein GPT, a generative AI platform designed to handle complex tasks such as product returns and refunds, thereby enhancing customer service efficiency.

Under his leadership, Salesforce has been investing in generative AI, developing large language models to assist in code writing for both internal and external developers. The company is now focusing on agentic AI, which can autonomously automate customer service, identify sales leads and generate marketing content.

In discussing the evolution of AI, Savarese stated: "We have now reached the third wave of AI, which builds on the power of predictive and generative AI." He envisions a future where AI agents work alongside humans to enhance productivity, efficiency and job satisfaction. 

• Find out what Silvio Savarese is talking about on LinkedIn

Asha Saxena

WLDA.TECH

The AI governance advocate

Asha Saxena, founder & CEO of WLDA.TECH, is a thought leader in ethical AI adoption and governance. Saxena advocates for the responsible use of AI, helping businesses develop strategies that prioritize transparency, fairness and trust. Her leadership in AI governance ensures that companies not only use AI to drive CX innovation but also do so in a way that is ethical and aligned with customer values, making her a leading voice in the future of AI-driven CX.

With a career built on curiosity and resilience, Saxena has founded multiple companies, taught AI at Columbia University, and authored The AI Factor. “Don’t wait — create,” she said speaking to CX Network, emphasizing the importance of taking risks and stepping into new spaces.

Looking ahead, she predicts hyper-personalization, real-time data integration, and immersive technologies will redefine CX. As AI evolves, she stresses that trust and ethics must remain at the core of innovation.

Our pick of Asha Saxena's content:

• The AI Factor (weekly newsletter)
• Find out what Asha Saxena is talking about on LinkedIn

Hannah Clark Steiman

Peak Support

The proactive problem-solver

Hannah Steiman is president and chief strategy officer at Peak Support, a leading customer service outsourcing firm. With an eclectic background spanning journalism, speechwriting and management consulting, she thrives on tackling complex challenges and driving customer-focused strategies.

Steiman predicts that in an AI-saturated world, customers will tune out generic digital content. The brands that will succeed are those that prioritize genuine, human connections through real-life experiences, community engagement and unparalleled customer service.

In the next decade, companies will thrive by building genuine, meaningful connections with their customers. Our brains will tune out to the flood of generic, AI-driven content saturating the Internet. It'll be harder and harder to get our attention - but the rewards will be great for the few companies who can.

Steiman recommends that you plan in-person events, host CEO calls for customers and provide above-and-beyond customer support – do whatever it takes to give your customers real experiences that drive them to tell stories about your brand. 

Our pick of Hannah Clark Steiman's content:

• Wistia's brilliant approach for managing customer service agent productivity
• Find out what Hannah Clark Steiman is talking about on LinkedIn

Dara Meath

Build-A-Bear Workshop

The tech-forward CX leader

Dara Meath, SVP & chief technology officer at Build-A-Bear Workshop, is leading the charge in transforming retail customer experiences with AI-driven innovation. By integrating AI into personalized shopping experiences, Meath ensures that technology enhances both the brand’s storytelling and customer engagement. Her work emphasizes the importance of combining cutting-edge technology with a fun, immersive and deeply personal experience for customers in the retail space.

Our pick of Dara Meath's content:

• Dara Meath on Build-A-Bear’s digital innovation and the future of experiential retail
• Find out what Dara Meath is talking about on LinkedIn

Brian Tilzer 

Best Buy

The digital transformation trailblazer

As chief digital, analytics and technology officer at Best Buy, Brian Tilzer is leading AI-driven innovation in retail. With a background in analytics, he focuses on creating intelligent, customer-first experiences that integrate technology seamlessly into everyday life.

Under his leadership, Best Buy has implemented AI solutions to personalize shopping experiences, optimize supply chain logistics and enhance customer support. Tilzer believes that the future of retail lies in leveraging AI to anticipate customer needs and deliver proactive solutions.

• Find out what Brian Tilzer is talking about on LinkedIn

Des Traynor

Intercom

The chatbot CX guru

Des Traynor is the co-founder and chief strategy officer of Intercom, a customer communication platform that utilizes AI to enhance customer experience. With a background in product management and user experience, Traynor has played a pivotal role in shaping how businesses interact with customers through AI-driven messaging. Intercom has introduced cutting-edge AI solutions, including Fin, an advanced AI-powered support chatbot that has transformed the way businesses handle customer queries at scale.

Traynor is known for his deep insights into product development, automation and conversational support. He frequently shares his expertise at global conferences, discussing the future of AI in customer engagement and the importance of balancing automation with human interactions. His contributions to the industry have positioned Intercom as a leader in AI-powered customer service, enabling businesses to provide faster, more efficient and personalized support.

Beyond his work at Intercom, Traynor is an active voice in the tech community, engaging with audiences through social media, blogs and podcasts. He regularly writes about the evolving role of AI in customer service, offering practical advice for companies looking to integrate AI into their CX strategies.

Our pick of Des Traynor's content:

• How Intercom transitioned to being AI-first (podcast)
• Find out what Des Traynor is talking about on LinkedIn

Amanda Whiteside 

Freshworks

The change catalyst

As global VP of revenue enablement at Freshworks, Amanda Whiteside is at the forefront of AI-powered CX transformation. She helps businesses leverage AI to build scalable, customer-obsessed strategies in an evolving digital landscape. "Be bold enough to challenge the status quo, even when it feels uncomfortable," she says.

Whiteside foresees a shift where CX is no longer a department but the core of every business function. Companies that design their entire model around customer experience – rather than just measuring NPS and CSAT – will be the ultimate winners in the AI era.

“The winners will be the companies that stop chasing NPS and CSAT scores and instead design their entire business model around creating emotional, human-centric experiences that customers don’t just like - they depend on,” said Whiteide speaking to CX Network.

• Find out what Amanda Whiteside is talking about on LinkedIn

Quick links

• The top 50 customer experience influencers to follow in 2024
• The top 20 CX leaders in financial services
• 12 leading CX influencers in Asia-Pacific to learn from in 2023

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