Cyara, a leading global provider of AI-driven customer experience (CX) assurance solutions, has appointed Sushil Kumar as its new Chief Executive Officer. The leadership transition reflects the company’s strategic focus on advancing enterprise-grade AI CX capabilities and strengthening its commitment to delivering consistent, high-trust customer interactions across all channels. Kumar succeeds outgoing CEO Rishi Rana and will be responsible for scaling Cyara’s next phase of growth.
Kumar brings extensive experience in building high-impact AI, DevOps, and cloud platforms. He previously co-founded and served as CEO of RelicX.ai, a generative AI-driven test automation company later acquired by Harness. Prior to his entrepreneurial role, he held senior product and general management positions at Oracle, CA Technologies, and Broadcom, managing large global teams and multimillion-dollar portfolios focused on elevating digital performance and enterprise customer experience.
Alok Kulkarni, Co-Founder and Non-Executive Chairman of Cyara’s Board, noted that Kumar’s track record and customer-centric product expertise uniquely position him to scale the company’s leadership in the rapidly evolving CX assurance category. Kulkarni highlighted that as enterprises accelerate GenAI deployments, the need for reliable and secure customer interactions is more critical than ever, presenting an opportunity for Cyara to extend its global lead.
Cyara’s AI-powered platform enables continuous testing, validation, and monitoring of end-to-end customer journeys across voice, digital, messaging, and conversational AI environments. Handling more than 350 million journeys annually and validating over one million AI-generated responses, the platform delivers comprehensive insights into performance, reliability, and potential risk. With the addition of emerging Agentic AI capabilities, Cyara is evolving toward intelligent, continuous CX optimization to help enterprises enhance workflows, lower service costs, and accelerate the rollout of new customer experiences.
Commenting on his new role, Kumar emphasized that AI is reshaping customer experience at unprecedented speed. He stated that organizations need confidence that AI-enabled interactions are accurate, consistent, and trustworthy—an area where Cyara already provides critical value by ensuring AI deployments deliver real, measurable outcomes. Kumar expressed enthusiasm for driving the next wave of innovation alongside the Cyara team.
Cyara has strengthened its CX assurance capabilities through targeted acquisitions, including Botium and QBox for conversational AI testing, Spearline/testRTC for telecom and WebRTC assurance, and CentraCX for voice-of-the-customer insights. Kumar’s priorities moving forward include accelerating innovation in AI-driven CX assurance, expanding partnerships across CCaaS, CPaaS, UCaaS, and AI ecosystems, and growing Cyara’s global presence, which currently spans more than 135 countries
