Abdallah Kouki
Principal Expert | AI CX Transformation | Agentforce & Augmented Contact Center | CRM Strategy
CRM
Salesforce
ServiceNow
AI CX Transformation
Insurance Industry Expert
43 years old
Driving License
Employed
Open to opportunities
AI CX transformation leader with 20+ years driving CRM and contact center programs across major industries. Expert in deploying Salesforce Agentforce, Genesys AI and ServiceNow AI to build next-generation augmented contact centers — autonomous AI agents, intelligent routing, omnichannel orchestration, and GenAI-powered service automation. Track record across Energy, Insurance, Retail, Public Sector, and Transport at
scale.
My strengths
scale.
My strengths
- Dual expertise: technical (CRM) and Industry expert
- Over 20 years of CRM experience
- 5 languages: French, English, Arabic, Italian, Spanish
Insurance Industry Executive Education (IRIAF – University of Poitiers).
Executive Certificate – Understanding the Insurance Industry: Business Models, Products & Operations
Developed a comprehensive understanding of the insurance sector, including its operating models, organizational structures, decision-making processes, distribution networks, and product ecosystems.
The program provided in-depth exposure to the strategic challenges facing insurers and mutual insurance companies, with a particular focus on customer lifecycle management, policy administration, claims management, underwriting, and insurance operating models.
Key competencies acquired:
Insurance Industry & Market Dynamics
Digital Insurance Platforms & Insurance Technology Solutions
Core Insurance Systems
Policy Administration & Billing Processes
Claims Management & Underwriting Operations
Insurance Product & Distribution Models
Customer Lifecycle Management
Business Process Analysis & Process Improvement
Organizational Design & Decision-Making Frameworks
Insurance Digital Transformation
University of Poitiers – IRIAF (Institute of Risk and Insurance Management)
IRIAF – University of Poitiers
Executive Certificate – Understanding the Insurance Industry: Business Models, Products & Operations
Developed a comprehensive understanding of the insurance sector, including its operating models, organizational structures, decision-making processes, distribution networks, and product ecosystems.
The program provided in-depth exposure to the strategic challenges facing insurers and mutual insurance companies, with a particular focus on customer lifecycle management, policy administration, claims management, underwriting, and insurance operating models.
Key competencies acquired:
Insurance Industry & Market Dynamics
Digital Insurance Platforms & Insurance Technology Solutions
Core Insurance Systems
Policy Administration & Billing Processes
Claims Management & Underwriting Operations
Insurance Product & Distribution Models
Customer Lifecycle Management
Business Process Analysis & Process Improvement
Organizational Design & Decision-Making Frameworks
Insurance Digital Transformation
University of Poitiers – IRIAF (Institute of Risk and Insurance Management)
IRIAF – University of Poitiers
Master's degree specializing in Information Systems Engineering, Business Process Optimization, Digital Transformation, Enterprise Architecture, Decision Support Systems, and Business-IT Alignment. Developed expertise in solution design, systems integration, stakeholder management, and technology-driven organizational transformation.
http://miage.univ-nantes.fr
http://miage.univ-nantes.fr
Master I MIAGE
Institut Superieur de gestion de Tunis - Tunis International School of Business ISG
September 2002
to June 2006