Benoît Gaillard drives customer experience innovation at Caterpillar as CX Manager, specializing in digital transformation and AI adoption. He focuses on developing AI-powered solutions to enhance global aftermarket services and customer engagement. His expertise spans e-commerce strategy and generative AI implementation, where he leads initiatives to optimize marketing operations and deliver data-driven customer insights. Benoît is part of the Caterpillar's AI task force in shaping the future of customer service through innovative technology solutions.