The people with the strongest opinions about AI in customer operations usually aren't the ones speaking on conference stages.
They're the operators who have spent the last few years implementing it. They've seen projects exceed expectations, fall short, and everything in between. They know where AI creates measurable value—and where the hype gets ahead of reality.
Those conversations happen every day, but mostly behind closed doors.
We think the rest of the industry would benefit from hearing more of them. Which is why we’re investing in the Level AI CX Advisory Board.
The CX Advisory Board brings together a small group of senior technology and customer experience leaders who are actively responsible for AI inside large enterprises. They'll meet quarterly to share what's working, challenge conventional thinking, and develop practical guidance around topics like AI governance, ROI measurement, autonomous resolution, and deploying AI across complex organizations.
We’ll take input from these discussions into our product roadmap, as well as publish publicly for the entire industry to benefit. The goal is to create a forum where experienced operators can help shape how enterprise AI evolves, based on real implementation experience rather than vendor messaging.
If we're going to build the best customer intelligence platform for the enterprise contact center, we need to stay grounded in the realities our customers face every day. The best way to do that is to listen.
We're excited to welcome Mahesh Sogal as the founding member of the Board.
Mahesh brings more than 25 years of enterprise technology and transformation leadership across aviation, banking, and insurance. Most recently, he served as Vice President of Technology Transformation and International Technology at Delta Air Lines, where he led enterprise-wide modernization initiatives and the development of new global technology capabilities. He established and scaled the Delta Technology Hub in Bengaluru to more than 850 professionals and served on the board of directors of SITA, the global technology provider to the air transport industry. Earlier in his career, he held senior leadership roles at AIG, Bank of America, and GE Capital. He holds an MBA from the Indian Institute of Management Calcutta.
Over the next two quarters, we'll expand the Board to six members. We're looking for senior technology and CX leaders at Fortune 500 organizations, particularly in industries where deploying AI is especially complex, including financial services, healthcare, telecommunications, and travel.
I'm excited to see where these conversations lead, and even more excited about the impact they'll have on how our industry builds, measures, and scales AI in customer operations.
