CX / AI / STORY

TOMMY HART / CX + AI

Make change
feel human.

I help enterprise teams turn complex customer experience and AI possibilities into stories people can understand and act on.

Enter the story
CUSTOMER EXPERIENCE & AISCROLL TO CONTINUE ↓
01 / THE IDEA

THE WAY I WORK

Start with what people care about.

Technology can reshape how customers and teams connect. But the conversation moves only when the use case feels real to the people in the room.

At Zoom, my current work centers on customer experience, AI, and Zoom Virtual Agent opportunities across the Americas. I work with account teams and customer stakeholders to find the practical story inside a complex idea.

Listen.Translate.Align.
02 / A REAL MOMENT

ANONYMIZED CUSTOMER STORY · ONGOING

When AI felt abstract,
we made it personal.

01

The tension

Several decision makers at a national insurer were skeptical of AI. A product pitch alone was not enough to make the opportunity relevant.

02

The shift

I centered the discussion on individual agents, their personal brands, and their existing customer relationships. Visual storytelling helped make that future easier to picture.

03

The next step

Technology, contact center, and agent engagement stakeholders aligned around the use case. The customer now has an internal-lab proof of concept and is seeking approval for a production instance for an individual agent.

This is a current proof of concept. No closed deal, production deployment, or operating result is implied.

“The story becomes powerful when the people affected can see themselves in it.”
FROM TECHNOLOGY TO EXPERIENCE
03 / THE PATH

EXPERIENCE

Built across the changing language of work.

2021 — NOW

Zoom

CX/AI Sales Lead (2026–present), following roles in virtual agent specialist sales, Zoom Contact Center, and Zoom Phone. I help enterprise teams turn customer experience needs into practical AI and communications use cases.

2016 — 2021

Verizon

Unified Communications & Collaboration Consultant, Manager - Solutions Architect, and Business Account Manager. I worked across enterprise communications, SaaS partner solutions, and technical sales strategy.

2013 — 2016

hibu

Digital Marketing Manager, helping businesses use websites and digital advertising to reach customers.

2004 — 2013

Earlier work

Vice President, Sales & Marketing and Account Executive at EproDirect / EproMeetingApps (2012–2013), after roles as Director of Sales, Senior Producer, and Video Technician at American Audio Visual (2004–2012). Those years grounded my approach to presentations, events, and storytelling.

THE NEXT CHAPTER

Good work starts
with a conversation.

For a conversation about customer experience, virtual agents, or the story inside complex change, connect with me on LinkedIn.

Connect on LinkedIn ↗