Enterprise AI Strategy: LatentView’s Advisory Move Signals a New CX Transformation Playbook
Ever tried scaling AI across siloed CX teams—and watched it stall?
The marketing team pilots a personalization engine.
Sales invests in predictive scoring.
Service experiments with chatbots.
Each initiative shows promise. None talk to each other.
Six months later, dashboards multiply, costs rise, and customer journeys fragment further.
This is the reality many CX and EX leaders face today.
Against this backdrop, Latent View Analytics Limited announced the appointment of Kiran Muddana to its Advisory Council. A former leader at Google and Amazon, Muddana brings nearly two decades of enterprise-scale AI and analytics transformation experience.
This move is not symbolic. It reflects a structural shift in how enterprise AI must integrate with CX strategy.
For CXQuest readers navigating AI gaps, journey fragmentation, and siloed execution, this appointment signals a deeper playbook worth examining.
What Does This Appointment Really Signal for CX Leaders?
Short answer: Enterprise AI maturity now demands governance, integration, and measurable outcomes—not experimentation alone.
LatentView positions itself as an AI-driven analytics, data engineering, and consulting firm. With 1,650+ employees and 40+ Fortune 500 clients, it operates across marketing, supply chain, product, and risk domains.
Kiran Muddana’s advisory role focuses on:
- Strategic input on client delivery
- Enterprise AI adoption
- Data-led business transformation
- Alignment of AI investments to outcomes
CEO Rajan Sethuraman emphasized alignment between enterprise goals and scalable technology strategy.
That alignment is where most CX transformations fail.
The Real CX Challenge: AI Without Integration
Why Do AI Initiatives Fragment Customer Journeys?
Short answer: Teams deploy AI functionally, not systemically.
AI use cases often sit within departments:
| Function | AI Initiative | Typical Outcome |
|---|---|---|
| Marketing | Personalization engine | Higher CTR |
| Sales | Predictive lead scoring | Better pipeline visibility |
| Service | Conversational AI | Faster resolution |
| Supply Chain | Demand forecasting | Inventory optimization |
Individually effective.
Collectively disconnected.
Customers experience:
- Inconsistent messaging
- Redundant outreach
- Repeated identity verification
- Broken emotional continuity
Enterprise AI becomes operationally advanced but experientially fragmented.
What Is Enterprise AI Readiness—and Why CX Teams Need It?
Short answer: Enterprise AI readiness is the organization’s ability to scale AI safely, ethically, and measurably across the full customer lifecycle.
Muddana’s career spans HR, Sales, Marketing, and Finance transformations. That cross-functional exposure matters.
Enterprise readiness includes:
- Unified Data Architecture
- Cross-functional Governance
- Outcome-based Measurement
- Responsible AI Frameworks
- Operational Execution Capability
Without these, AI remains experimental.
A 4-Layer Framework for CX-Led Enterprise AI
CX leaders must think beyond tools. They must architect systems.
1. Strategy Layer: Start With Business Outcomes
AI is not the strategy. Business outcomes are.
Ask:
- Which revenue stream needs expansion?
- Where is churn increasing?
- What operational cost needs reduction?
- Which journey stage creates friction?
Muddana’s track record emphasizes AI tied to revenue generation, product adoption, and cost reduction.
Key shift: Move from “deploy AI” to “solve business problem.”
2. Data Layer: Build a 360° Consumer View
LatentView emphasizes a consolidated suite supporting marketing, supply chain, product, and risk.
A true 360° consumer view requires:
- Unified ID resolution
- Shared metrics across functions
- Common data models
- Governance across regions
Fragmented data leads to fragmented journeys.
3. Execution Layer: Accelerators and Implementation Frameworks
LatentView references AI accelerators and implementation frameworks.
CX leaders should demand:
- Pre-built models tied to business KPIs
- Modular AI deployment capability
- Change management roadmaps
- Talent upskilling pathways
Execution speed matters—but consistency matters more.
4. Value Realization Layer: Measure Impact Rigorously
AI investment must link to:
- Revenue uplift
- Cost reduction
- Adoption improvement
- Retention growth
Not vanity metrics.
Muddana’s comment highlighted “long-term, sustainable value.” That language matters. Sustainable value implies governance, not experimentation.
How Should CX Leaders Interpret This Move?
Is Advisory Talent Enough to Transform Enterprise AI?
Short answer: No—but it signals strategic seriousness.
Advisory councils bring:
- External perspective
- Scalable operating models
- Cross-industry benchmarks
- Governance rigor
For enterprises, this move suggests LatentView is strengthening its strategic layer—not just delivery capability.
That matters in AI services. Execution firms must now demonstrate enterprise maturity.
Enterprise AI Strategy: Key Insights for CXQuest Readers
1. AI maturity is moving from pilots to platforms.
2. CX strategy must own AI governance, not just IT.
3. Advisory depth signals long-term positioning.
4. Functional AI wins are no longer enough.
5. Value realization must be measurable within 6–12 months.
Common Pitfalls in Enterprise AI Scaling
- Treating AI as a tech project
- Ignoring cross-functional alignment
- Underestimating data governance complexity
- Overlooking ethical AI frameworks
- Measuring success in dashboards, not dollars
Many CX leaders inherit these problems mid-transformation.
Case Reflection: Lessons from Large-Scale AI Ecosystems
At organizations like Google and Amazon, AI operates at ecosystem scale. Systems integrate across:
- Commerce
- Advertising
- Customer support
- Logistics
- Cloud infrastructure
Enterprise AI must mirror that systemic mindset.
Muddana’s background reflects exposure to that complexity.
Enterprises attempting AI without ecosystem thinking risk local optimization and global inefficiency.
Why This Matters for CX in 2026
AI investment is accelerating. Boards demand ROI.
CX leaders now face three pressures:
- Demonstrate measurable impact
- Ensure responsible AI deployment
- Prevent journey fragmentation
LatentView’s move signals readiness to engage at strategic altitude.
For CX leaders, the lesson is clear:
AI transformation is now organizational transformation.
FAQ: Enterprise AI and CX Strategy
How can CX teams avoid AI silos?
Create cross-functional governance councils and shared KPIs tied to customer lifecycle outcomes.
What metrics matter most in enterprise AI?
Revenue impact, churn reduction, cost optimization, and adoption growth.
How long should AI pilots run before scaling?
Six months is typical. Scale only if measurable business impact appears.
Who should own enterprise AI in CX?
A shared leadership model between CX, Data, and Technology leaders works best.
What makes AI “responsible” at scale?
Bias audits, explainability frameworks, compliance alignment, and transparent governance.
Actionable Takeaways for CX Leaders
- Map AI initiatives across all functions. Identify overlaps and gaps immediately.
- Define three business outcomes. Tie every AI project to them.
- Establish an AI governance council. Include CX, IT, Risk, and Operations.
- Unify customer data models. Eliminate duplicate identities.
- Demand measurable ROI within 6–12 months. Avoid open-ended pilots.
- Invest in implementation frameworks. Accelerators reduce inconsistency.
- Audit ethical risk quarterly. Responsible AI builds trust.
- Communicate wins cross-functionally. Prevent shadow AI projects.
Final Word for CXQuest Leaders
LatentView’s advisory appointment is more than leadership expansion. It reflects a broader enterprise shift.
AI is entering its operational maturity phase.
For CX leaders, the mandate is clear:
Move beyond experimentation.
Architect integration.
Measure value.
Lead responsibly.
The next competitive edge will not belong to the company with the most AI tools.
It will belong to the organization that connects them—strategically, ethically, and measurably—across the entire customer journey.
