Jonathan Rossi

Jonathan Rossi is a Senior Customer Experience Manager at ASAPP, where he partners with our largest customers to use ASAPP data and technology to solve challenging business problems. Jonathan holds a bachelors degree in Economics from Harvard College and an MBA from Columbia Business School. When he's not running outdoors, Jonathan can be found near a couch with his dog Kit, scheming on where they'll find their next delicious meal.

How do you know if ML-based features are really working?

Jonathan Rossi

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Discover how the HILA approach to human-in-the-loop boosts CX, increases resolution rates, and unlocks scalable AI performance.

As AI agents scale, CX shifts from labor optimization to service system design. Learn how to restructure teams, metrics, and operations.

Explore how true end-to-end resolution, human-AI collaboration, and enhanced CX can dramatically compound your ROI over time.

The old CX model is broken. Explore how agentic AI is reshaping service delivery, workforce strategy, and the future of customer experience operations.

Containment rate isn’t enough. Learn how to measure AI agent performance using goal completion, accuracy, guardrails, and experience quality.

What airlines and JetBlue teach us about building agentic customer experience, where AI and humans work together to handle complex service interactions.

How an agentic platform improve customer service in travel and hospitality by enabling proactive support, personalization, and seamless omnichannel experiences.

ASAPP's FinOps journey: how we reduced cloud costs by 45% in two years and built a culture of accountability, optimization, and continuous improvement.

"Everyone's transforming with AI." Only 34% actually are. Here's what real enterprise AI progress looks like.

ASAPP’s agentic CX platform unifies AI and human workflows to build trust, orchestrate customer journeys, and drive scalable growth, ROI, and better experiences.

During a historic US winter storm, an agentic CX platform helped an airline scale instantly, rebook passengers, and boost satisfaction.

Why the fastest path to enterprise AI isn't speed—it's choosing the right use case first. Learn the framework that separates successful pilots from stalled ones.

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