Sjolin joins the Miami-based company after a tenure at NICE, where he served as Vice President of Customer Success. His background includes managing complex customer experience operations for sectors ranging from healthcare and insurance to travel and infrastructure. He also held leadership roles at SAP, IBM, and Aon Hewitt, focusing on enterprise client journeys. OutRival CEO Ruben Harris emphasized that the hire is intended to ensure early adoption of their AI tools evolves into long-term value for clients rather than remaining a one-off implementation.

OutRival’s platform deploys Digital Workers into existing CRM and telephony systems within approximately two weeks. Sjolin’s new mandate involves mapping out broader customer journeys—spanning onboarding, retention, and renewal—and integrating client feedback directly into the product development cycle. By positioning his team as partners rather than vendors, Sjolin aims to standardize how brands interact with their customers at every touchpoint, from initial inquiry to final account management.