Anna Maria Schletter works at the intersection of AI and customer experience as an Account Executive at Caplena, the Zurich-based AI platform for analyzing open customer feedback at scale. She partners with CX, insights and service leaders at large European enterprises across insurance, retail, mobility and aviation as they move from survey-based listening to AI-native customer intelligence. Having spent three years at Caplena in roles spanning growth and enterprise sales, she has a rare vantage point: she hears, in dozens of conversations and tenders each year, what enterprises actually ask of AI in CX, and what they quietly struggle with.