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Abdallah Kouki

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
Contact me
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
  • Dual expertise: technical (CRM) and Industry expert
  • Over 20 years of CRM experience
  • 5 languages: French, English, Arabic, Italian, Spanish
Home Experiences Education Skills Interests
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Education

Master II MIAGE

Université de Nantes

September 2006 to June 2007
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