Emplifi has named Omer Sharon as its new Chief Product & Technology Officer, entrusting the longtime enterprise software executive with leading the company's global product and technology strategy as it accelerates investment in AI-powered customer experience solutions.

In his new role, Sharon will oversee Product Management, Engineering, Artificial Intelligence, Data, Architecture, DevOps, Security, and Design. His appointment aligns with Emplifi's broader strategy of expanding its Autonomous Customer Experience (A-CX) platform, which combines AI, automation, and customer engagement technologies to help brands deliver more personalized digital experiences across multiple customer touchpoints.

The leadership change reflects a wider trend across the customer experience (CX) software market, where vendors are evolving beyond standalone AI assistants toward integrated platforms capable of orchestrating customer journeys across marketing, commerce, and customer care. Rather than deploying isolated AI features, organizations are increasingly investing in platforms that embed intelligence throughout the customer lifecycle.

According to Emplifi, Sharon will lead the next phase of innovation for the company's Emplifi Fuel platform, focusing on developing agentic AI capabilities that automate customer engagement workflows while enabling businesses to improve productivity and deliver more contextual interactions.

The company believes future customer engagement will depend less on disconnected AI tools and more on intelligent orchestration that connects data, automation, and decision-making across every customer touchpoint. That vision has become increasingly common among enterprise technology providers as businesses seek unified AI strategies instead of fragmented automation solutions.

Sharon brings more than two decades of enterprise software experience to the role. Before joining Emplifi, he spent over ten years at Emarsys, where he helped shape the company's customer engagement platform prior to its acquisition by SAP. More recently, he advised enterprise software companies on AI-first product transformation, supporting organizations as they incorporated generative AI into both product development and operational processes.

His experience reflects a growing demand for technology executives capable of balancing traditional software engineering with AI innovation. As enterprises integrate generative AI into existing applications, leadership increasingly requires expertise in platform modernization, machine learning, product strategy, and organizational transformation.

For enterprise marketing teams, the appointment highlights how customer experience platforms continue to evolve. AI is no longer limited to content generation or chatbot automation; it is increasingly used to coordinate customer journeys, personalize recommendations, automate campaign execution, and support customer service operations in real time.

Autonomous Customer Experience platforms aim to unify these capabilities by combining customer data, AI models, workflow automation, and analytics into a single operational environment. This enables organizations to reduce manual processes while responding more quickly to customer behavior across digital channels.

The broader market is moving in a similar direction. Technology providers including Salesforce, Adobe, Microsoft, and Google have expanded investments in AI-powered customer engagement, introducing intelligent agents, predictive analytics, workflow automation, and conversational AI across their enterprise software portfolios. Emplifi's strategy positions the company within this competitive landscape by emphasizing AI-driven orchestration rather than isolated automation features.

Industry research supports the growing importance of AI in customer experience. Gartner predicts that organizations adopting AI-enabled customer service and engagement technologies will significantly improve operational efficiency while increasing customer satisfaction over the coming years. Meanwhile, McKinsey & Company estimates that generative AI could contribute between $2.6 trillion and $4.4 trillion annually across industries, with marketing, sales, and customer operations among the business functions expected to realize substantial productivity gains.

Another notable aspect of Sharon's appointment is its focus on agentic AI. Unlike traditional automation, agentic AI systems are designed to analyze information, make contextual decisions, and execute tasks with limited human intervention. As enterprises seek greater operational efficiency, these autonomous capabilities are becoming a key area of investment across customer engagement platforms.

Sharon has indicated that his priorities include accelerating AI-driven product innovation, strengthening collaboration between product teams and customers, and delivering software that helps brands create more connected and personalized customer experiences at scale.

As enterprises continue modernizing digital engagement strategies, leadership appointments increasingly reflect broader technology priorities rather than organizational restructuring alone. Emplifi's decision to place product, engineering, AI, security, and design under unified executive leadership underscores the growing role of artificial intelligence in shaping the future of customer experience platforms.

With customer expectations rising and businesses managing interactions across an expanding number of digital channels, AI-first customer engagement platforms are becoming an essential component of enterprise MarTech stacks. Sharon's appointment positions Emplifi to further develop intelligent automation capabilities that support marketing, commerce, and customer care within a unified AI-driven ecosystem.

Market Landscape

The customer experience software market is rapidly transitioning toward AI-native platforms that combine automation, customer data, analytics, and intelligent decision-making. Rather than deploying separate AI applications, enterprises increasingly prefer integrated platforms capable of orchestrating personalized customer journeys across marketing, commerce, and customer support.

Competition is intensifying among providers such as Salesforce, Adobe, SAP, Microsoft, and Google, all of which continue expanding AI capabilities across enterprise customer engagement platforms. Vendors that successfully combine trusted customer data with autonomous AI workflows are expected to gain a competitive advantage as businesses pursue end-to-end digital transformation.

Top Insights

• Emplifi appointed Omer Sharon as Chief Product & Technology Officer to lead AI-driven innovation across its Autonomous Customer Experience platform and global technology organization.
• The company plans to expand agentic AI capabilities that automate customer engagement, helping enterprises personalize experiences while improving productivity across marketing, commerce, and customer support.
• Sharon brings more than two decades of enterprise software leadership, including experience at Emarsys before its acquisition by SAP and advising companies on AI-first transformation.
• The appointment reflects a broader enterprise software trend toward embedding AI across customer journey orchestration rather than deploying disconnected automation tools.
• AI-native customer experience platforms are becoming a strategic investment as organizations seek unified marketing, commerce, and customer care operations supported by intelligent automation.

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