Gabriel Galbieri, Head of the Contact Center at human resources consultancy Cielo, is a Maestro in the Genesys Orchestrators™ program. He has achieved this distinguished designation in the community through this participation, insight sharing and commitment to education. An advocate of the program, Galbieri recommends that other Genesys customers join “because Orchestrators is more than a program — it’s a community that accelerates learning and innovation.”  

Here, Galbieri shares how CX leaders can succeed as AI drives the experience economy. 

The experience economy has changed the rules of CX leadership. 

Today, customer experience leaders aren’t defined only by efficiency or performance metrics. We’re judged by how well we balance technology with humanity — how we use AI to elevate both customer and employee experience without losing the emotional core that makes experience matter in the first place. 

For me, leadership has always started with people. 

My leadership style is collaborative and results driven. I believe leadership is about inspiring trust and empowering people, creating an environment where everyone feels part of the solution. When people feel ownership, they bring their best ideas forward — and that’s where real transformation begins. 

One of the most meaningful examples of this came from something deceptively simple: learning together. 

At one point, I challenged my team to pursue professional certifications to strengthen our collective expertise. The goal wasn’t just skill-building; it was mindset. Within four months, every team member completed at least four certifications. I completed six myself, not because I had to, but because leadership means leading by example.   

What started as a development initiative became a lasting culture of learning and continuous improvement — one that still shapes how we operate today. 

AI as a Leadership Asset 

That culture has become even more critical as AI reshapes customer experience.  

AI has refined my leadership philosophy. I’ve always believed in collaboration and continuous development, but the arrival of AI pushed me to lead with a stronger focus on data and innovation.  

In the past, many strategic decisions leaned heavily on accumulated experience. Today, AI helps me anticipate trends, identify opportunities and, most importantly, free up my team’s time so they can focus on creative, high-value work.  

This is the lesson I keep coming back to: Technology doesn’t replace leadership. It amplifies it.  

With the right tools, leaders can be more agile, more accurate and, paradoxically, more human. When repetitive tasks are automated and insights surface faster, we gain time to coach, listen and inspire. 

That’s why I’m very intentional about how we talk about AI on my team. I always reinforce that AI is not an end in itself — it’s a means to empower people and processes.  

We start small and with purpose, focusing on practical use cases that deliver real impact. We’re honest about the limits of AI and the need for human oversight, especially when it comes to ethics, quality, and context. And above all, we use it to create value, not complexity. If AI doesn’t simplify operations and generate results, it’s not doing its job. 

As a leader, I also use AI to help me identify priorities, anticipate challenges and set more realistic goals. With clearer insights, I can provide better direction, keep teams aligned and maintain motivation even during periods of rapid change. 

AI and Empathy: Partners in Experience Delivery 

Experience, at its core, is emotion. Engaged customers and engaged employees build lasting relationships and sustainable results. That’s why excellence in both customer and employee experience is deeply personal to me. What I enjoy most about CX is its dynamism — the constant evolution and the opportunity to impact lives through solutions that simplify and delight. 

One of the most meaningful moments in my career came when a client told me, “You transformed the way we serve our customers.” That kind of feedback is proof that we’re on the right path. 

Looking ahead, what excites me most is the integration of AI, automation and extreme personalization. These forces will redefine customer experience — and leadership along with it. I’m especially eager to continue learning about agentic AI and how autonomous, intelligent journeys can be designed without losing empathy or trust.  

For CX leaders navigating this transformation, my advice is simple: Start with purpose. Don’t adopt AI because it’s trendy. Solve real problems. Involve your team from the beginning and show them that AI is an ally — one that frees up time, unlocks creativity, and creates value. 

Because in the end, technology without engaged people is just code. And leadership in the AI era is still, first and foremost, about people. 

The Genesys Orchestrators program offers a guided path to growth — recognizing your progress as you learn, contribute and lead with Genesys. Learn more about the four tiers of the Orchestrators program and see where you can go next in your role.