Level AI has appointed Rob Dwyer as the Customer Experience (CX) industry’s first Executive in Residence (EIR), a role designed to bridge the gap between technology and customer needs in the evolving CX landscape. Dwyer, a recognized leader in the sector and a three-time ICMI Top 25 Thought Leader, will be directly embedded within the company, collaborating with customers on a daily basis to enhance their AI transformations. He previously joined Level AI as a Sr. Technical Account Manager in October 2025, where he spent six months working closely with enterprise CX teams.
The introduction of the EIR title within the CX technology sector marks a significant innovation by Level AI, reflecting the need for a dedicated role that focuses on customer advocacy in technology development. Dwyer’s hands-on approach has already led to the identification of customer implementation patterns, which he has translated into system-wide platform improvements for Level AI. His ongoing commitment to working directly with customers ensures that his insights remain relevant and impactful.
“Rob is one of the most trusted voices in customer experience, and he’s already one of us,” remarked Ashish Nagar, Founder and CEO of Level AI. “We created this role because the industry needs it, and Rob is the right person to define it. He joined our post-sales team and immediately started solving real problems alongside our customers, pressure-testing our platform from the practitioner’s seat. He’s earned the credibility to be the first to carry this title because he’s living in the product every day.”
In his expanded role, Dwyer will provide guidance to Level AI’s product and go-to-market teams on the operational challenges faced by contact center leaders. His expertise will shape the company’s thought leadership and content strategy, advocating for AI solutions that provide CX teams with better coaching, clearer data, and faster resolution times.
Dwyer emphasizes the importance of understanding where traditional Quality Assurance (QA) solutions fall short of delivering comprehensive CX intelligence. He advocates for a shift in focus towards evaluating all customer interactions—not just for scoring purposes, but to gather data that can be transformed into tailored coaching plans and informed product roadmaps utilizing AI technologies. His experience spans 15 years in training, coaching, and developing agents and leaders in global contact centers.
Prior to joining Level AI, Dwyer served as VP of Customer Engagement at Happitu, where he specialized in conversational analytics, quality assurance, and agent enablement. As the host of the “Next in Queue” podcast, he has produced over 200 episodes, further solidifying his influence in the CX community. He has also contributed to various platforms, including ICMI, Martechvibe, and Contact Center Pipeline.
“There’s a narrative that AI is about to replace everyone in the contact center. I’m not seeing that,” Dwyer stated. “Enterprise CX leaders want to know what’s driving repeat contacts, what’s causing escalations, and where their product is falling short. When a customer tells you that seven of their top ten Voice of the Customer concerns are now on the product roadmap, you’re looking at customer truth driving the business. That’s the work I’ve been doing here for six months, and that’s what I want to bring to the rest of the industry.”
Dwyer expressed enthusiasm about the uniqueness of his role, stating, “This role didn’t exist before. In this industry or anywhere else. That’s what excites me about it. We get to define what it means.” In addition to his responsibilities as EIR, Dwyer will also launch a new email newsletter titled Grounded, which will explore key trends and operational impacts observed across Level AI’s customer base. Topics will include the implications of virtual agents, the tradeoffs associated with owning versus renting AI models, and how enterprise leaders are re-evaluating QA, coaching, and customer intelligence.
Nagar reiterated the importance of Dwyer’s role within the company, stating, “Our mission is to empower CX leaders to take the rich data they have from customer interactions and shape comprehensive, intelligent customer journeys, through humans and AI alike. Rob has been living that mission throughout his career, and most recently in Level AI’s customer contact centers. Creating the industry’s first CX Executive in Residence role puts the person closest to the customer at the table where the technology gets built.”
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