Bee Gagliardi

Who owns your customer experience? Usually nobody.

Five teams. Five tools. Zero coordination. Marketing chases leads. Onboarding drops the ball. Support fights fires. Success plays defense. Product never hears what's actually broken.

Customers feel every gap.

I fix that. I build the operating system your customer teams run on.

Most CX people hand strategy decks to engineering and pray. I've spent 20 years as an engineer, security researcher, and product builder. I hand off working prototypes and specs—not slides to decode.

Technical enough to build it. Strategic enough to know when to hand it off. Clear enough that nothing gets lost in translation.

Writing

What I actually build

• • Anticipate friction before customers feel it. I instrument the journey, identify the failure points, and build the interventions.
• • Self-service that actually resolves. I architect the AI layer—routing logic, prompts, escalation triggers, handoff rules.
• • Community → Knowledge → AI → Product. A community answer becomes a help article, becomes AI training data, becomes a product fix. One input, three outputs.
• • Friction signals to Product in hours. Tagging, clustering, severity scoring—a live feed, not a quarterly report.
• • Cross-functional orchestration. The connective tissue between Support, Success, Marketing, and Product. Same customer, one journey, no gaps.

"You don't rise to the level of your growth goals. You fall to the level of your customer experience systems."

How I work

• • Fractional & Advisory — Friction audits, AI architecture, cross-functional wiring. I hand off working prototypes—not slide decks to decode.
• • Full-time — I own the system end-to-end. Deep enough to unblock engineers, smart enough to stay out of their way.
• • Quick call — 30 minutes to point you in the right direction. Reach out.

Connect

• • Follow me on X and LinkedIn.
• • Get Hive Five. My weekly newsletter on tech, security, and systems thinking.
• • Shoot me an email hi@beegagliardi.com.