Who owns your customer experience? Usually nobody.

Five teams. Five tools. Zero coordination. Marketing chases leads. Onboarding drops the ball. Support fights fires. Success plays defense. Product never hears what's broken.

Now everyone's racing to add AI on top of this mess, expecting magic.

What they'll get: automated chaos. Faster contradictions. Five AIs trained on five different partial pictures.

I build the layer they skipped. The operating system your customer teams run on, before AI makes the fragmentation permanent.

Most CX people hand strategy decks to engineering and pray. I've spent 20 years as an engineer, security researcher, and product builder. I hand off working prototypes, not slides to decode.

Technical enough to build it. Strategic enough to know when to hand it off.

Writing

What I actually build

The connective tissue between Support, Success, Product, and Marketing, before AI makes the fragmentation permanent.

• • Unified knowledge layer. Community answers become help articles become AI training data become product fixes. One input, three outputs. No more five AIs trained on five different partial pictures.
• • Anticipate friction before customers feel it. I instrument the journey, identify the failure points, and build the interventions before you automate the wrong thing.
• • AI orchestration that compounds. I architect the routing logic, prompts, escalation triggers, and handoff rules. Your AI implementations work together instead of contradicting each other.
• • Friction signals to Product in hours. Tagging, clustering, severity scoring. A live feed, not a quarterly report that arrives after the damage is done.
• • Cross-functional orchestration. The same customer, one journey, no gaps. Before every department ships their own "AI strategy" with no one coordinating.

"You don't rise to the level of your growth goals. You fall to the level of your customer experience systems."

How I work

• • Fractional & Advisory — Friction audits, AI architecture, cross-functional wiring. I hand off working prototypes—not slide decks to decode.
• • Full-time — I own the system end-to-end. Deep enough to unblock engineers, smart enough to stay out of their way.
• • Quick call — 30 minutes to point you in the right direction. Reach out.

Connect

• • Follow me on X and LinkedIn.
• • Get Hive Five. My weekly newsletter on tech, security, and systems thinking.
• • Shoot me an email hi@beegagliardi.com.