Pisano – Redefining Experience Management
November 17, 2025
Meet Leo™ – Pisano’s AI Assistant
Customer and employee experience keeps shifting with new habits and new expectations. AI has found a steady place in that space, sometimes surprising people and sometimes giving them fresh ways to look at their work.
For Pisano, a company shaped by years of learning from real feedback, AI feels like a natural piece that completes the picture. It helps turn feedback from something reactive into something that guides teams earlier and with more clarity.
At the heart of this transformation is Leo, Pisano’s AI-powered assistant designed to reimagine how organizations listen, learn, and act on experience data.
We sat down with Ozkan Demir, Co-Founder and CEO of Pisano, to talk about how Leo is changing the game for experience management (XM), what makes its intelligence unique, and why this marks a turning point for how businesses engage with their customers and employees.
Ozkan, Pisano has been focused on experience management from the start. What role does Leo play in that mission?
When we started Pisano in 2015, we simply wanted teams to really hear what people were feeling. Feedback was meant to guide daily work, not sit in a corner waiting to be checked. So our goal was to help companies move away from guessing and move closer to what customers and employees were actually expressing in their own words and actions.
Leo fits right into that idea. It is not a chatbot and it is not a quick search tool. Think of it as an intelligence layer that quietly sits on our XM platform and helps you make sense of everything coming in. Leo goes through large volumes of feedback in a very short moment, points out what stands out, and offers suggestions that feel easy to follow.
We shaped Leo so feedback would lead to something real. Every comment, every score, every signal has a story in it. Leo simply helps teams pick up those stories and turn them into steps they can take with clarity.
How exactly does Leo change the way experience teams work?
Traditional experience work has always leaned on human analysts sorting through results, interpreting numbers, and preparing reports. That takes time, and in a busy business setting even a short delay can make teams miss good chances to act.
Leo changes that dynamic completely. It uses AI to automate the repetitive and analytical tasks that used to consume hours of human effort. It summarizes trends, highlights pain points, and identifies emerging patterns in real time.
This gives XM teams room to focus on the parts of their job that call for thinking, creativity, and real problem solving. In short, Leo doesn’t replace people; it frees them to focus on higher-value work.
AI systems are only as strong as the data behind them. How do you ensure Leo’s insights are accurate and context-aware?
This is an important question, and it is something we cared about from the very beginning. We knew from the start that generic models weren’t going to work for experience management. Every business, every industry, every audience has its own language and dynamics.
So we shaped Leo with intelligence built for this field. Our models learn from high quality data, strong practical expertise and proprietary prompt-engineering techniques. This lets Leo adjust to different business settings and offer insights that genuinely fit the context it is working in.
Leo goes beyond repeating what customers say. It captures the reason behind those words and helps teams see the larger meaning. That level of clarity is what separates random noise from guidance they can rely on.
What kind of impact have you seen Leo make for Pisano’s customers so far?
The most exciting feedback we get from customers is about speed and clarity.
For instance, one of our enterprise clients used to spend days compiling post-campaign feedback reports. With Leo they now reach the same insights in a few minutes, and those insights feel richer and far easier to use.
Another client shared that Leo helped them notice a repeating issue in their service flow that had been hiding in their feedback for quite a while. Because Leo surfaced the pattern automatically, they were able to resolve it before it became a wider customer-satisfaction problem.
That’s the kind of transformation we want to enable. Feedback will always report the past, but with Leo it also protects the future.
You often talk about “feedback-driven operations.” How does Leo support that vision?
Feedback driven operations mean that every part of a company from frontline service to back office strategy moves with the voice of the customer in mind.
Leo acts as the central nervous system for that model. It watches feedback across all channels, reads the sentiment behind it, points out what needs attention, and starts the workflows that close the loop automatically.
So if a customer shares a low satisfaction score, Leo does more than highlight it. It guides the issue to the right team, helps shape a clear action, and makes sure the customer receives a follow-up once the situation is handled. This builds a living system that keeps improving itself, where no comment fades away.
That’s how you turn feedback into a true operational superpower.
Many companies are racing to add AI features. What sets Leo apart from other AI tools in the XM space?
That question always makes me smile because it brings us back to why we created Leo in the first place. Leo was never a quick reply to an AI trend. It came from years of watching how teams move through feedback and how they turn signals into daily decisions. AI simply became a natural extension of that mindset rather than something added for show.
What separates Leo is the place it holds in our thinking. Many AI tools sit on the edges of a platform and offer small outputs that stay disconnected from real operations. Our view is different.
We see AI as something that belongs close to the flow of feedback, a system where teams find a steady rhythm, where meaning inside feedback feels easier to notice, and where signals do not fade away. In that sense, Leo represents our way of working more than a list of features, and that is what sets it apart for us.
How do you see Leo evolving in the coming years?
Our vision is for Leo to become the intelligent backbone of the entire Pisano ecosystem. Over time, it will move beyond analysis and begin guiding both predictive and prescriptive actions, and this is where agentic AI adds real value.
Instead of waiting for a prompt, Leo will learn to notice early signals, link them with familiar patterns, and suggest next steps that feel natural to follow.
Experience work is shifting toward a future where teams need to see ahead, and the companies that stand out will be the ones that move from yesterday’s signals to a sense of what may come next.
Leo is being shaped with that direction in mind, so it can help teams work with steady foresight without adding extra weight to their day.
Thank you, Ozkan. What excites you most about what Leo represents for Pisano and for the XM industry as a whole?
What excites me most is that Leo brings us closer to what experience work is meant to be. Listening at scale, responding with clarity, and getting better every single day.
We have spent years helping companies shorten the distance between feedback and action. With Leo that distance closes in real time.
This is bigger than AI alone. It points to a future where any company no matter its size or field can respond with the pace and care people expect. That is the future Pisano is reaching for, and Leo is the steady force that keeps that vision moving.
Learn more about how Leo is redefining Experience Management at pisano.com.
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