Alessandro Pascoli Joins TMP as Director of CX and AI

TMP has appointed Alessandro Pascoli as Director of Customer Experience and AI, bringing together customer experience strategy and artificial intelligence within a senior leadership role.

Pascoli has a background in experience design, customer experience transformation, product strategy, and service design. His work has covered enterprise, regulated, and omnichannel environments, with a focus on connecting customer journeys with broader business and operational objectives.

His experience also spans projects involving organizations such as Uber, Google, IKEA, Specsavers, and Liberty Global. Across these engagements, his work has included customer journey design, operating models, product development, and the integration of customer insight into business processes.

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The new role comes as AI becomes increasingly relevant to customer experience. Organizations are moving beyond using AI solely for automation and support, exploring how it can influence customer journeys, service design, personalization, and decision-making.

Pascoli has described AI as both a strategic design capability and an emerging participant within customer experiences. This perspective places emphasis on designing AI-enabled experiences deliberately, while considering governance, usability, and how these systems interact with people and existing business processes.

For marketing and customer experience teams, the appointment reflects a broader shift in how CX leadership is being defined. Experience functions are increasingly expected to work across product, service, technology, data, and operations rather than focus solely on individual customer touchpoints.

The combination of CX and AI in Pascoli's new remit also points to the growing overlap between experience design and emerging technology. As businesses introduce AI into customer-facing and internal workflows, teams need to consider not only what the technology can automate, but how it changes the overall experience.

At TMP, Pascoli's focus will bring these areas together, with customer experience and AI forming part of a broader approach to designing and managing experiences in an increasingly technology-driven environment.