Sjolin brings deep experience with enterprise contact center technology to help brands genuinely care for every person they serve, from the first conversation through the full customer journey
MIAMI, Sept. 30, 2026 /PRNewswire/ — OutRival, creator of AI-powered Digital Workers that give every customer a dedicated assistant, today announced the appointment of Shaun Sjolin as Chief Customer Officer. Sjolin will lead OutRival’s customer organization, partnering with brands from their first Digital Workers through every stage of the customer journey. Soon every company will have AI that answers in seconds and sounds human. OutRival believes that is a capability, not an advantage. The advantage is care: Digital Workers that remember every conversation, keep every promise, and make every person feel known. Sjolin’s appointment puts an executive in charge of making that standard consistent for every brand OutRival serves.
Sjolin joins OutRival from NICE, a global leader in contact center software, where he served as Vice President of Customer Success, working with large enterprises managing complex customer experience operations across travel and hospitality, retail, healthcare, insurance, utilities, and infrastructure. That experience gave him firsthand insight into how fragmented technology and disconnected processes affect the customer journey, and what it takes to create a more seamless, personal experience. His career also includes leading the customer journey for enterprise customers at SAP, IBM, and Aon Hewitt.
“Caring is the input. Performance is the output,” said Ruben Harris, Co-Founder and CEO of OutRival. “Every partnership with OutRival starts with warm outbound: calls, texts, voicemails, and emails that reach every inquiry within minutes. Shaun’s job is to make sure that early success is the beginning, not the peak. He has spent his career helping complex enterprises get lasting value from technology, and he will make sure every customer has a partner in the room, never a vendor at arm’s length.”
OutRival’s Digital Workers go live in about two weeks on the demand brands already generate, working inside the CRM and telephony systems those brands already run. As Chief Customer Officer, Sjolin will lead what comes next: mapping the full customer journey with stakeholders across admissions, service, retention, and finance, then extending Digital Workers across onboarding, support, renewal, and re-engagement. He will also build OutRival’s forward-deployed customer team and make sure customer feedback shapes how OutRival develops its products.
“Customers deserve a partner who understands their business, communicates clearly, and takes ownership of the results,” said Sjolin. “At OutRival, caring for every person a brand serves isn’t a slogan. It’s the product. My job is to make that experience consistent from the first handoff through every stage of the relationship. We’ll define what success means together, keep every promise we make, and earn the right to grow with our customers.”
About OutRival
OutRival makes it possible for brands to genuinely care about every single person they serve. Its Digital Workers call, text, and email on behalf of brands, operate inside the systems they already run, and bring in the right human at the moments that matter. Brands start with warm outbound, reaching every inquiry within minutes, then extend across the customer journey, from inbound calls that replace the phone tree to text concierge, renewals, and bill pay. OutRival serves higher education, insurance, and travel, handles millions of conversations a month, and is backed by Y Combinator, Initialized Capital, Google Ventures, Top Tier Capital Partners, and more. For more information, visit, www.outrival.com.
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SOURCE OutRival, Inc.
