Sharda
Kumari
Manager at Airbnb
"Truth as a Product: The Missing Layer Between CRM Data and AI ROI"
"Truth as a Product: The Missing Layer Between CRM Data and AI ROI"
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Session: Truth as a Product: The Missing Layer Between CRM Data and AI ROI
“Customer 360” has been promised for years. In 2026, AI is forcing the real conversation.When a customer asks a simple question like “Am I entitled?” or “When is my renewal?”, most enterprises don’t have one answer. They have five. CRM says one thing. Billing says another. Support has context that never made it back. Product usage is measured differently by every team. Then AI arrives and turns those contradictions into fast, fluent responses that sound right, until they are wrong.
This session reframes AI ROI as a truth problem, not a model problem. You’ll learn how to treat customer truth like a product, with clear ownership, measurable quality, and an operating cadence executives can actually run.
We’ll walk through a practical framework called a Truth Contract, built at the attribute level, not the system level. That means assigning an owner, declaring the system of record, defining freshness SLAs, setting dispute rules, and making auditability non-negotiable for the customer attributes that drive revenue and retention. You’ll also see the minimal “exec dashboard” that makes progress visible without turning into a governance theater.
You’ll leave with templates and metrics you can take back to your organization immediately, plus a simple policy for keeping AI helpful while preventing it from confidently automating ambiguity.
Key Takeaways
- A rollout approach that keeps AI in the right mode: Summarize → Recommend → Automate, based on data trust signals
Bio
Sharda Kumari is a seasoned Global Business Technology leader with 15+ years of experience driving large-scale CRM, Go-to-Market, and Enterprise Architecture transformations across complex, highly regulated environments. She has led high-impact initiatives spanning Tourism & Hospitality, Financial Services, Communications, and High-Tech, with a proven track record at globally recognized organizations including Airbnb, Salesforce, Wells Fargo, and Avaya.A recognized AI and platform transformation leader, Sharda has been at the forefront of integrating applied AI, automation, and data-driven intelligence into enterprise CRM and customer platforms. She has been instrumental in embedding responsible, scalable AI capabilities into enterprise platforms, spanning predictive insights, intelligent automation, and AI-assisted decisioning, with a strong emphasis on governance, privacy, and compliance. Her leadership focuses on translating AI from experimentation into durable business value, enabling revenue growth, operational efficiency, and differentiated customer experiences.
Recognized globally for her expertise and industry influence, Sharda has served as a distinguished judge for premier international award programs such as the Globee Cybersecurity Awards, European Search Awards, and the Stevie Awards across Sales, Customer Service, Marketing, Customer Success, and Operations. Her leadership and innovation have also earned her finalist recognition at the Digital Revolution Awards (Tech Star of the Year) and the Women Tech Awards, where she was honored as a Rising Star.
A respected thought leader in CRM platforms, cloud ecosystems, and AI-enabled enterprise systems, Sharda has authored academic research and white papers exploring the strategic application of CRM, data platforms, and AI to unlock measurable business outcomes. She specializes in customer-centric, insight-led operating models and has consistently delivered results including revenue acceleration, cost optimization, improved customer retention, and scalable AI adoption. Known for bridging business strategy with technical execution, she excels in enterprise architecture, AI governance frameworks, technology roadmap development, and cross-functional change leadership.
Beyond her professional impact, Sharda is deeply committed to community service and inclusion in technology. She has volunteered extensively with food banks, shelters, and senior care organizations, and has contributed her technical expertise to nonprofit initiatives, including Salesforce implementations for organizations such as NYPR. A strong advocate for Women and Non-Binary talent in tech, she actively mentors and sponsors underrepresented professionals, and is passionate about building inclusive AI systems and teams that reflect the diversity of the customers they serve.
