Brienne Cates in

Brienne Cates

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Director, CX Operations at CentralSquare Technologies
📍 Detroit Metropolitan Area, United States

Brienne is a senior product leader specializing in digital transformation, customer experience, and AI-powered solutions. Educated at Eastern Michigan University, her colleagues describe her as a thoughtful, collaborative, and visionary leader who excels at guiding complex projects and fostering high-performing teams.

She pioneered her organizations first conversational AI capability by building the business case, securing executive buy-in, and creating the product and operations teams from the ground up.

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Experience
18 Years
Current Role
Director, CX Operations
Job Level
Mid-senior
Location
Detroit Metropolitan Area, United States
Personality Overview

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Decision Approach
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Priorities

Topics Brienne cares about

CX Transformation
Her career is focused on leading digital customer experience transformations, including implementing platforms like Salesforce Service Cloud, live-chat, and chatbots.
AI Implementation
Passionate about AI, she successfully built a business case and a team from scratch to launch a company's first customer-facing conversational AI chatbot.
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Career

Work history

7-2026
Director, CX Operations
CentralSquare Technologies
10-2025 - 7-2026
Director of Enterprise Applications & Data
Liveops, Inc.
9-2022 - 12-2024
Sr. Director, Product Management (CX and Digital Transformation)
Thomson Reuters
1-2021 - 11-2022
Director of Product Management (Customer Success Platform)
Thomson Reuters
11-2018 - 1-2021
Director of Business Transformation
Thomson Reuters
In the press

Media appearances

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Education
2013 - 2015
Master of Business Administration (MBA)
Eastern Michigan University
2003 - 2007
Bachelor of Science (B.S.)
Eastern Michigan University
Social presence
in
Behavioral profile

DISC profile (public)

DISC behavioral profile

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