My name is Ragna. I am passionate about making digital transformation happen and sharing lessons learned with “fellow transformers”, especially when it relates to supporting a human centric AI transformation.

I was lucky to join a large IT multinational back in the early days of digitalization ( a so called incumbent). I could spend the years with this incumbent right in the center of transformation, disruption, re-invention & change. I could experience daily  what it means for an organization to adapt & change and to constantly reinvent itself without losing its “soul”. 

Today I am a seasoned global executive leading customer-centric transformations in the technology and media sectors. As a senior leader at IBM, I drove customer experience strategy across multiple geographies, led global cross-functional teams, and deployed a companywide Voice of the Customer program for Digital Sales that transformed siloed feedback into strategic business insight. My work at IBM earned top results in customer satisfaction and became a blueprint for global CX excellence.

At Cleeng, a European scale-up serving the sports and media industry, I was recruited to restructure and scale the global post-sales operation—including Customer Success and Customer Support—into a high-performing, AI-augmented organization. Under my leadership, the company achieved strong NRR results, excellent logo retention, and delivered 24/7 support with high resolution of customer concerns  through automation and chatbots.

I’m recognized as a thought leader in customer-centric innovation and advocate strongly for embedding customer insights into core business strategy.

Beyond my executive roles, I am deeply committed to empowering the next generation of women in tech and media. I mentor aspiring female leaders, contribute to industry panels and publications, and actively build networks to foster inclusive leadership and cross-border collaboration. My career reflects a powerful blend of strategic leadership, digital innovation, and unwavering advocacy for customer and people-first business cultures.

I was lucky to join a large IT multinational back in the early days of digitalization ( a so called incumbent). I could spend the years with this incumbent right in the center of transformation, disruption, re-invention & change. I could experience daily  what it means for an organization to adapt & change and to constantly reinvent itself without losing its “soul”. 

AI was part of this diverse journey early on – I could participate hands on at the beginnings of training watson chatbots integrating it into the online customer journeys. Later I led a team with an Automation and AI first approach handling millions of customer requests with a very lean customer service team through a sophisticated AI chatbot solution.

Today I am advising customers how to incorporate AI  while staying human centric (as we speak about customers and employees at the same time). This is sensible change management that brings along humans while integrating AI into products and processes iteratively and only where it makes sense.

The IT business was an early adopter & enabler of this “journey” and it cleared the way for other industries to follow. Today the need and urgency for digital business transformation reaches all areas of business and the speed has been fired up by the innovation pressure through AI. So why start from scratch? Why not use the expertise & learning of others who started earlier?

My reasons for writing this blog (and what you stand to gain from reading it):

I have always enjoyed sharing my experience and insights. From 20+ years of actually doing and leading digital transformation in the enterprise and startup environment , lot of insights can be useful for “fellow digital transformers”.

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The only source of knowledge is experience.
Albert Einstein

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Here are some facts about me

• I have a master degree in Business science with specialization in Marketing
• I have 20+ years of experience in making (digital) customer centric change happen both in an incumbent as well as a scaleup business environment
• I have a great family that supports me, keeps me moving, pushes me beyond limits & makes each day a new adventure and
• I am passionately curious and love learning

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.