About Dan
Dan is a senior customer experience and technology operator, founder of CXAmplify, and author of AMPLIFIED: The Operator's Playbook for Scaling Human Potential in an AI World.
His work sits at the intersection of customer experience, AI governance, operating model design, leadership accountability, and human judgment.
Operating Experience
25 years across customer experience, technology, and operations.
Dan has led large-scale organizations across product management, engineering, technology operations, customer service, digital help, live help, CRM, payment operations, and marketing technology.
His experience spans Apple, Intuit, eBay, Travelers, and other enterprise environments.
He has led teams responsible for the systems, workflows, and decisions that shape customer experience at scale.
Product management
Engineering and technology operations
Customer service and digital help
Live help and escalation systems
CRM platforms
Payment operations technology
Marketing technology
AI governance and operating model design
Areas of operating experience
Where the Framework Took Shape
Where the accountability architecture took shape.
At eBay, Dan led a global organization of roughly 1,000 people across product management, engineering, data science, and technology operations.
The work covered digital and live help experiences, payment operations technology, seller CRM platforms, and customer and performance marketing platforms.
That operating environment made one thing clear:
Customer experience is not created by a single team. It is the output of decisions, ownership, incentives, systems, and execution across the enterprise.
eBay operating scope
~1,000 person global organization
Product management and engineering
Data science and technology operations
Digital and live help experience platforms
Payment operations technology
Seller CRM platforms
Customer and performance marketing platforms
Why CXAmplify Exists
CXAmplify exists because AI changed the operating question.
The question is no longer only, "Can this be automated?"
The better question is, "What changes when it is?"
Who owns the decision?
Who explains the outcome?
Who intervenes when context matters?
Who measures whether trust improves or declines?
Who is accountable when the system works as designed but produces the wrong experience?
These are not technology questions.
They are operating model questions. Leadership questions. Questions about who owns what, how judgment is protected, and how trust is maintained when systems scale.
Core Beliefs
The operating principles behind the work.
Operating models over tools
AI value depends on how the work is redesigned around it.
Accountability over automation theater
If ownership is not named, governance is not real.
Trust over novelty
Customers judge the experience, not the architecture behind it.
Human judgment over blind efficiency
The goal is not to remove people from every decision. The goal is to place judgment where it matters most.
Govern before you scale
Controls added after deployment rarely fix unclear ownership.
Measure what matters
Cost and speed matter. So do trust, agency, escalation quality, and customer confidence.
About CXAmplify
About CXAmplify
CXAmplify is Dan Leiva's consulting, advisory, and speaking platform.
The firm helps organizations integrate AI into their operating models without compromising trust, accountability, ownership, or human judgment.
The work includes keynote speaking, executive workshops, advisory support, AI governance design, customer experience strategy, and operating model consulting.
AI changed the work. The operating model needs to change with it.
For speaking, advisory, consulting, media, or AMPLIFIED leadership sessions, start a conversation with Dan.