Emplifi has appointed Omer Sharon as Chief Product and Technology Officer to lead the next phase of development for its autonomous customer experience platform.
Sharon will oversee Emplifi’s global product and technology organization, including product management, engineering, artificial intelligence and data, architecture, development operations, security and design.
His responsibilities will include expanding the use of AI across Emplifi’s products, the internal engineering organization, and the broader technology strategy.
Emplifi provides software that connects social media marketing, digital commerce and customer care workflows. The company serves more than 20,000 brands worldwide and is developing what it calls an Autonomous Customer Experience platform.
Autonomous customer experience technology uses AI to coordinate interactions across different parts of the customer journey. Rather than deploying separate AI tools for marketing, commerce and support, Emplifi is seeking to create a connected system capable of understanding context and recommending or performing actions across those functions.
The company expects this approach to help brands personalize interactions, reduce manual work and improve productivity across customer-facing teams.
Sharon will also guide the continued development of Emplifi Fuel, the company’s AI layer. Fuel AI is built on more than five trillion data points and supports the platform’s automation, intelligence and orchestration capabilities.
Agentic AI systems can move beyond generating recommendations by completing multistep tasks within defined rules. In customer experience environments, these capabilities could help brands coordinate campaigns, respond to customers, identify sales opportunities or escalate cases requiring human judgment.
Emplifi CEO Ohad Hecht said the next generation of customer engagement will depend on intelligent orchestration across the entire customer journey rather than a collection of disconnected AI products.
Sharon brings more than 20 years of experience developing enterprise software and leading global product organizations.
He spent more than a decade at Emarsys, where he helped shape the company’s product strategy and expand its customer engagement platform. Emarsys was ultimately acquired by SAP.
That experience involved scaling a marketing technology platform serving large enterprises and helping guide the company through a major strategic transaction.
More recently, Sharon advised technology companies on AI-first product transformation. His work focused on helping organizations update their operating models, accelerate development and integrate AI into both their products and the processes used to build them.
As Emplifi’s Chief Product and Technology Officer, Sharon will seek to strengthen the connection between the company’s product teams and the brands using its platform.
He said his priorities will include building products customers value, using AI to accelerate innovation and combining customer knowledge with intelligent automation.
The appointment reflects Emplifi’s continued investment in Autonomous Customer Experience, also called A-CX.
Emplifi believes brands need a unified technology layer capable of connecting social engagement, customer support and commerce data. A more integrated platform could help companies maintain context as consumers move among social networks, digital storefronts and service channels.
Sharon will lead the development of capabilities intended to make those experiences more connected, personalized and increasingly autonomous while maintaining appropriate enterprise controls.
KEY QUOTES:
“Omer joins Emplifi at a pivotal moment, not only for our company, but for the customer engagement industry.”
“The next generation of customer engagement won’t be powered by disconnected AI tools. It will be driven by intelligent orchestration across the entire customer journey.”
“Omer’s experience building AI-first products and leading global technology organizations will help us accelerate that vision, empowering brands to operate faster, engage customers more intelligently, and achieve better business outcomes.”
Ohad Hecht, CEO of Emplifi
“AI is allowing us to rethink not only how software is built, but how brands create value for their customers.”
“My focus will be on building products that customers love to use, accelerating innovation through AI, and creating even stronger connections between our product teams and the customers we serve.”
“By combining deep customer insight with intelligent automation, we have an incredible opportunity to help brands deliver more connected, personalized, and impactful experiences at scale.”
Omer Sharon, Chief Product and Technology Officer of Emplifi
