ABOUT DAN

Dan Leiva has been inside the operating problems most leaders are now facing with AI.

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.

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25+Years ExperienceApple · Intuit · eBay · Travelers

#1Amazon Best SellerKirkus "Get It" Review

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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.

Areas of operating experience

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

Apple

Senior Operating Executive

Product, engineering, and operations leadership across large-scale customer experience and technology systems.

Intuit

Senior Operating Executive

Customer experience, digital help, and technology operations at scale across multiple product lines.

eBay

Global Organization Leader (~1,000 people)

Led product management, engineering, data science, digital and live help, payment operations, seller CRM, and performance marketing platforms globally.

Travelers

Senior Operating Executive

Technology operations, customer experience systems, and operating model leadership within a large enterprise environment.

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?"

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Who owns the decision?

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Who explains the outcome?

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Who intervenes when context matters?

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Who measures whether trust improves or declines?

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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.

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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

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.

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Keynote speaking

Executive workshops

Advisory support

AI governance design

Customer experience strategy

Operating model consulting

Dan Leiva has been inside the operating problems most leaders are now facing with AI.

25 years across customer experience, technology, and operations.

Where the accountability architecture took shape.

CXAmplify exists because AI changed the operating question.

The operating principles behind the work.

About CXAmplify

AI changed the work. The operating model needs to change with it.