Start with what’s stuck
Find the broken handoff, fuzzy owner, or unreliable system. Fix that before adding another meeting or process.
About
Brent Ludwig
I help technology companies make customer delivery work at the next stage of growth. AI is part of that job now, and I treat it like an operating decision.
I’ve led Professional Services at Kustomer, an AI-first customer experience company, and at Celigo, where automation and integration sit at the center of the product. Those roles shaped a pretty simple point of view: AI has to change the work, the decisions, and the customer result.
My background covers Professional Services, implementation, Customer Success, enterprise architecture, partner strategy, Service Cloud, and global CX operations. I’ve done that work at Kustomer, Celigo, Gong, Zendesk, Salesforce, and Oracle’s RightNow organization.
I tend to get called when a customer-facing organization has grown past the systems that got it there. Handoffs are loose. Metrics tell different stories. Leaders spend too much time sorting out who owns what.
I work with growth-stage and PE-backed companies through fractional roles, interim leadership, diagnostics, and focused projects.
MBA, Finance, DePaul UniversityBS, Computer Science, Montana State UniversityPMP certified
How I lead
Clear the barriers. Give the team room to run.
Keep decisions close to the customer
Give the people doing the work clear decision rights and the facts they need.
Leave something the team can run
Document the work, name the owners, and build a rhythm that holds up after I leave.