Heather Hansma is Chief Operating Officer at Nayak.ai, where she's building the category for real-time, AI-powered guidance that helps people build trust in live customer conversations. Before Nayak, she spent two decades leading customer experience, product strategy, and operational transformation at Twilio, Medallia, and Wells Fargo, scaling teams that supported billions of customer interactions. A Harvard MBA and certified mentor, Heather advises on product and CX strategy, scaling operations through high-growth transitions, and applying AI to human-centered problems like trust and communication.