CX & Leadership

Lucidya Loads Up on Enterprise CX Firepower for Its Global Push

Riyadh-based Lucidya has expanded its global leadership team with three senior appointments, recruiting proven operators from ServiceNow, Qualtrics, Brandwatch, Talkdesk and Genesys. The hires arrive as the company accelerates international expansion and scales its agentic customer experience platform.

The move follows Lucidya's record-breaking Series B in 2025 — the largest AI funding round in MENA at the time. The company named William O'Neill, a former ServiceNow and Qualtrics executive, as Chief Revenue Officer; Steve Adkins, a former Brandwatch executive, as Vice President of Sales; and Anand Shrivastava, a former Talkdesk and Genesys product leader, as Vice President of Product.

Together, the appointments strengthen Lucidya's leadership bench as it scales a platform built to autonomously turn customer and market intelligence into real-time resolution and measurable business outcomes.

Agentic CX is a different class of capability that very few can claim. We built Lucidya on billions of data points precisely because the fastest path to resolution starts with understanding what customers are saying before filing a complaint. This team is here to introduce wider audiences to what Lucidya can do. — Abdullah Asiri, Founder and CEO, Lucidya

The Three Hires Powering the Expansion

Each appointment targets a distinct pillar of the company's growth — revenue, sales and product.

• William O'Neill, Chief Revenue Officer. Joins after senior leadership roles at ServiceNow and Qualtrics, with experience spanning MENA, Africa and CEE. He will lead global revenue strategy, drive customer growth and build the commercial infrastructure to open new markets beyond the region.
• Steve Adkins, VP of Sales. Brings enterprise sales leadership built over seven years at Brandwatch, where he led a 30-person global revenue organization responsible for USD 50 million in recurring revenue. His hire strengthens Lucidya's growing North American footprint and broadens its reach into new international markets.
• Anand Shrivastava, VP of Product. A Stanford LEAD alumnus drawing on senior product leadership at Talkdesk and Genesys. He will lead the next phase of product development and keep the roadmap aligned with the company's ambition to define the global standard for autonomous customer resolution at enterprise scale.

Built for Enterprise Trust and Global Scale

Lucidya is positioning compliance and data sovereignty as competitive differentiators. The platform is built on data sovereignty standards and enterprise-grade compliance, with credentials including the coveted ISO/IEC 42001 certification and full PDPL readiness that most global competitors are still working toward. On that foundation, the company has earned the trust of enterprises across 13 markets and counting.

Why Marketers Should Pay Attention

For CX and marketing leaders, the pattern in these hires matters as much as the names: Lucidya is pulling go-to-market and product talent straight from the CX and social-listening incumbents it aims to compete with — ServiceNow, Qualtrics, Brandwatch, Talkdesk and Genesys. Paired with early ISO/IEC 42001 AI-governance certification and a proven USD 50 million enterprise sales track record on the bench, it signals that "agentic CX" is maturing from pitch to enterprise-grade category — and that a MENA-born vendor intends to sell it globally.

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Background: Lucidya

Lucidya is a Riyadh, Saudi Arabia-based provider of an agentic customer experience platform, built on billions of data points to help organizations autonomously turn customer and market intelligence into real-time resolution and measurable business outcomes. Following its 2025 Series B — the largest AI funding round in MENA at the time — the company is scaling internationally on the back of enterprise-grade compliance credentials and trust across 13 markets.