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Level AI's New CX Advisory Board

On August 3, 2026, Level AI, the notable customer intelligence platform designed for contact centers, made a significant announcement – the establishment of their CX Advisory Board. This initiative features an operator-led group aimed at steering the implementation, measurement, and governance of AI within customer operations. The Council's inaugural member is Mahesh Sogal, a prominent figure with extensive experience from reputable organizations such as Delta Air Lines, AIG, and Bank of America.

The Purpose Behind the CX Advisory Board

This newly formed board is not just about brainstorming; it is a practical assembly of high-level executives from various sectors such as telecommunications, finance, healthcare, and travel. They manage large-scale technology and customer operations, converging quarterly to share insights on essential topics like AI governance, ROI evaluation, autonomous resolutions, and cross-departmental integrations within enterprises. The board will also play a critical role in advising on Level AI's innovative approaches and product development strategies.

Understanding that those who implement enterprise-level AI strategies are best positioned to dictate what strategies succeed or fail, Level AI aims to prioritize practitioners' voices over vendor narratives and external analyses, which have dominated the discourse in recent times.

Mahesh Sogal: A Leader in Technology Transformation

Bringing over 25 years of technology and transformation leadership, Mahesh Sogal’s appointment resonates with expertise central to the Council’s mission. Previously serving as the Vice President of Technology Transformation at Delta, Sogal oversaw significant modernization initiatives and innovation in technology services. He expanded the Delta Technology Hub in Bengaluru to over 850 professionals and has held notable roles at AIG, Bank of America, and GE Capital. His academic credentials include an MBA from the esteemed Indian Institute of Management in Calcutta.

Sogal emphasized the importance of operator accountability in shaping the contact center’s AI future. He stated, “Enterprise AI in the contact center should be shaped by the operators accountable for outcomes—not just vendors and analysts.” This highlights a critical shift in the dynamics of industry discourse, as it opens channels for operators to directly impact the narrative surrounding AI in customer experience.

A Collective Voice for Transformation

Ashish Nagar, founder and CEO of Level AI, reflected on the evolution of AI in contact centers, noting that the sector has transitioned from mere experiments to actual deployments. Nagar stressed the significance of the insights from seasoned practitioners in enhancing the AI landscape, asserting that the Advisory Board serves as a platform to listen and respond to these voices. “Our CX Advisory Board is where we listen to that signal, publish it, and let it shape how the category matures.” He further indicated that Mahesh’s inclusion as the first member sets a high standard for future board members.

The Council aims to grow to six members, specifically seeking senior leaders from Fortune 500 companies who oversee significant customer contact operations. More announcements regarding additional appointments are expected later this year.

About Level AI

Level AI is a pioneering platform specializing in customer intelligence tailored for contact centers. By integrating quality assurance, insights, coaching, automation, and AI-driven assistance into a cohesive conversational framework, it enhances all aspects of customer interactions based on unified data. Operating out of Mountain View, California, Level AI collaborates with various sectors, including finance, healthcare, and retail, to redefine customer service through AI enhancements.

As the CX Advisory Board gears up to set new benchmarks for success in customer experience through AI, industry stakeholders are keenly awaiting the insights and advancements these leaders will unveil in the coming years.