Our Founder's Story
How a technologist, operator, and customer advocate became one of the industry’s most trusted voices in customer experience transformation.
Some leaders build their careers by mastering technology. Others rise by understanding people.
CX Amplify's CEO, Dan Leiva built his by doing both, and then bringing them together to transform how some of the world’s most influential companies serve their customers.
Dan’s story starts far from Silicon Valley boardrooms and global conference stages. It begins in the United States Marine Corps, where he learned the discipline, resilience, and leadership principles that would become the foundation of his career. Supporting complex communication and technology systems under pressure taught him an early truth that would guide him for decades: great systems matter, but great teams matter more.
That principle carried him through roles at Modular Mining, Intuit, Travelers Insurance, Apple, and eventually eBay, where he would go on to lead a over 1000 Product, Engineering, Data Science and Technology Operations team members in a global and complex customer experience technology organization in modern commerce.
But Dan’s journey wasn’t defined by titles, it was defined by breakthroughs.
A Career Built on Solving Problems Others Considered Impossible
At Intuit, Dan shined during a moment of crisis. TurboTax was drowning in customer inquiries, operational costs were surging, and the customer experience wasn’t keeping pace with expectations. Dan didn’t simply reduce contact volume, he rethought the way the product and systems solved customer problems. Resulting in a 45% reduction in volume, significant gains in resolution, and a 19-point increase in Net Promoter Score (NPS). What began as a firefight turned into a blueprint for scalable, systemic improvement. This saved tens of millions of dollars in annual support costs.
At Travelers, he built the company’s first-ever Voice of the Customer function, shaping how product and operations understood and acted on customer insights. This helped shape the success of the initial launch of Travelers Personal insurance product lines.
But it was at Apple where Dan’s reputation as an innovator truly took shape.
Tasked with improving global support for some of the most beloved products in the world, Dan led teams that delivered patented experiences, including a remote one-to-one setup solution deployed across 25+ countries with a 94% satisfaction rate. His work didn’t merely streamline support, it redefined what “service” meant inside one of the most iconic consumer brands on the planet.
He also helped shape how customers interact with Apple, partnering on experiences that millions now use daily, including Apple Messages for Business. These weren’t incremental updates; they were category-shifting innovations rooted in empathy, simplicity, and elegant technical execution.
Scaling Transformation: The eBay Chapter
When eBay recruited Dan, they weren’t just looking for a leader, they were looking for a catalyst.
The customer service technology ecosystem supporting a global marketplace of hundreds of millions of users needed to be reimagined. Digital self-service was fragmented. Live service volume continued to climb. It was time for a reimagining of the customer service experience.
Dan began with a simple question:
“What if customers could get their issue resolved instantly, intelligently, and without sacrificing the quality of experience?”
Over the next several years, he and his teams built one of the most effective AI-driven customer experience systems in modern commerce.
The results became industry benchmarks:
· 220% increase in customer satisfaction
· 92% of customer issues resolved without human intervention
· 33% CAGR in volume managed with no additional staffing
· 70%+ reduction in required agents, saving more than $150M annually
· Generative AI for agents that reduced handle time and elevated satisfaction even further
Beyond the numbers, Dan established something far more valuable: a culture of innovation that unified product, engineering, operations, and AI under a shared mission to serve customers better while operating smarter.
His leadership earned recognition across the industry. He became a trusted voice at major conferences including Dreamforce, Genesys Xperience, Kore.ai Konversations, CMP events, and many others, as companies sought his guidance on how to improve experiences and responsibly deploy AI at scale without sacrificing trust or empathy.
At the core of Dan’s leadership philosophy is a simple truth: technology only matters when people are empowered to use it well. Throughout his career, he’s seen that the real differentiator isn’t the platform or the system — it’s the teams who design, build, and operationalize the work. Dan believes that without the right culture, even the most sophisticated tools fall flat. His approach centers on bringing people together, creating space for honest debate, aligned decision-making, and shared ownership. Because when teams feel connected, heard, and accountable to a common mission, that’s when transformation sticks — and that’s when organizations truly move forward.
Why CXAmplify Was Born
After years of leading transformation inside some of the world’s most respected companies, Dan recognized a powerful truth:
Every organization, large or small, deserves access to this level of clarity, execution discipline, and customer-centered innovation.
Many leaders know what kind of experience they want to deliver.
Few know how to build the systems, operating models, and technology strategies that bring that vision to life.
Dan launched CXAmplify to close that gap.
His consulting practice is built on a simple promise:
Imagine boldly. Build deliberately. Execute flawlessly.
Through CXAmplify, Dan helps executives:
· Reimagine their customer experience vision
· Develop AI-powered experience and process strategies
· Modernize their technology stacks
· Design processes and operating models that scale
· Improve customer satisfaction and operating margin simultaneously
· Build roadmaps that actually get delivered, not just presented
CXAmplify is built on the systems, frameworks, and leadership principles that Dan has proven across industries, geographies, and organizations of every size.
A Leader Defined by People, Not Projects
Ask anyone who has worked with Dan what makes him different, and you’ll hear a consistent theme:
He leads with curiosity, clarity, humility, and conviction.
He brings teams together.
He inspires alignment.
He elevates talent.
And he pushes organizations to deliver experiences worthy of their customers.
Dan’s work has always been about more than technology.
It’s about building better journeys, for customers, for employees, and for the leaders who carry the responsibility of serving both.
His belief is simple:
Organizations that invest in customer experience and operational excellence don’t just perform better, they endure longer, grow faster, and earn deeper trust.
Dan’s passion and mission is to help them get there.