My name is Ragna, and I have always been fascinated by transformation — not the shiny buzzword version of it, but the real, messy, human kind.

I was lucky to start my career in a large IT multinational in the early days of digitalization. For many years, I had a front-row seat to what transformation really looks like inside a business: disruption, reinvention, constant adaptation — and the ongoing challenge of evolving without losing what makes an organization special in the first place. That experience shaped how I see change to this day.

Over the past 20+ years, I have worked across technology and media, in both global corporate and scale-up environments, always focused on making customer-centric change happen. At IBM, I led Customer Experience and operations transformation across geographies and worked on early AI-powered customer journey initiatives. At Cleeng, I helped build and scale Customer Success and Service during a strong growth phase, bringing more structure, scalability, and customer centricity into the business.

AI has been part of my journey for a long time. I have seen it early, worked with it hands-on, and today I advise leaders on how to bring AI into their organizations in ways that are practical, sensible, and human-first. For me, this is never just about technology. It is about customers, employees, trust, and making change work in real life.

I created this space to share insights, viewpoints, and lessons learned from years of leading transformation in enterprise and startup environments. My hope is that fellow transformers find something useful here — whether that is a fresh perspective, a practical idea, or simply the reassurance that meaningful transformation rarely starts from scratch. It grows through experience, curiosity, and the willingness to keep learning.

Welcome to my world of AI-driven business transformation, with a special focus on Customer Excellence, Customer Experience, Customer Success, and human-first change.

Welcome to my insights, viewpoints and anecdotes around the exciting world of AI driven business transformation with a special focus on Customer Excellence, Customer Experience & Customer Success.