# John Viklund **CX AI Lead · Applied-AI builder · Product leader** Gothenburg, Sweden · Open to Europe and United States opportunities ## Profile CX AI Lead at Volvo Cars and applied-AI product leader with roughly 25 years across enterprise software, product management, AI entrepreneurship, consulting, Customer Experience, and transformation. Former Co-founder, CEO, and Head of Product of a Chalmers Ventures-backed predictive-AI startup. Strongest as a builder-leader who combines enterprise-scale direction with hands-on agent, prompt, context, tool, evaluation, and workflow engineering. ## Experience ### Volvo Cars — CX AI Lead **April 2026–present · Gothenburg, Sweden** - Owns the end-to-end AI strategy for Customer Experience. - Leads opportunity discovery and execution across conversational AI, agents, knowledge, automation, personalization, analytics, and insights. - Establishes roadmaps, metrics, responsible-AI governance, guardrails, security, quality controls, and build-versus-buy decisions. - Bridges business, technology, product, and operations. ### Volvo Cars — Digital, Customer Care, CRM, and AI leadership **November 2017–March 2026 · Sweden and United States** - Led work spanning global digital retail, fleet services, Customer Care platforms and processes, Salesforce, Five9, CRM transformation, and applied AI. - Served in Americas regional process leadership across the United States, Canada, and Mexico during a New York-region assignment. - Worked on global operational platforms and workflows in an environment handling approximately three million Customer Care interactions annually. ### Tajitsu Industries — Co-founder, CEO, and Head of Product **August 2014–October 2017 · Gothenburg, Sweden** - Co-founded and led a Chalmers Ventures-backed AI and predictive-analytics company. - Owned product strategy, definition, customer discovery, commercialization, partnerships, and company development. - Technology was applied to responsible-gambling signals at Svenska Spel and later hotel demand and price optimization. ### Axient — Customer Experience Manager **September 2012–May 2014 · Sydney, Australia** Architecture, delivery, and management of enterprise Customer Experience and transformation projects. ### Saltside Technologies — Lead Product Manager **January 2012–July 2012 · Gothenburg, Sweden** Product leadership in a Kinnevik-backed online-marketplace startup. ### StreamServe / OpenText — Product and technical roles **March 2001–December 2011 · Gothenburg and Boston** Progressed from Product Specialist to Product Manager and Senior Product Manager. Combined enterprise software strategy, lifecycle management, solution architecture, commercialization, pre-sales, and international customer work. ## Selected applied-AI projects ### Product Studio Active local-first personal system with a public repository: a governed multi-agent execution loop with durable file truth, deterministic state and evidence checks, cross-vendor review, bounded autonomy, permission controls, a connected ACP runtime, and a rebuildable SQLite projection. The complete public Git tree contained 1,127 tracked files and 44 test files on 15 August 2026. ### CX Intelligence Ongoing Volvo Cars proof of concept: a GPT-5, Snowflake, and Microsoft Foundry human-in-the-loop system for evidence-backed Customer Experience topic classification. A frozen validation reviewed 15 candidate topics with explicit agree/disagree, pass/escalate, cost, and no-mutation controls. ### CX Newsletter Production-use research pipeline at Volvo Cars: AI-scored content curation across 236 sources and approximately 1,867 wiki knowledge files, with resumable Python stages and partial-failure recovery. ### Volvo Evidence CLI Shipped internal Go CLI for deterministic, market-scoped evidence retrieval with citations, SQLite/FTS5, GraphQL, retries, and coverage diagnostics. ### Agentoria Active personal MVP that turns multi-agent work into a legible Three.js/WebGPU hex-tile world. Approximately 198 tracked files and 21,600 lines of source. ## Capabilities - Applied AI, LLM applications, AI agents, conversational AI, prompt and context engineering - Agent harnesses, tool integration, retrieval, structured outputs, evaluations, and human-in-the-loop systems - AI product strategy, enterprise adoption, governance, responsible AI, and build-versus-buy decisions - Product strategy and management, Customer Experience, CRM, service design, and global transformation - Hands-on project exposure across Python, Go, TypeScript, JavaScript, SQL, Snowflake, Microsoft Foundry, React, Next.js, Hono, SQLite, GraphQL, and Three.js ## Education **Gothenburg Institute of Technology, 1999–2001** — two-year associate-level computer science education; exact diploma wording pending verification. **Strativity Group, New York, 2013** — Customer Experience Management certification program. ## Languages and location Native Swedish and fluent professional English. Based near Gothenburg, Sweden. Open to relocation, travel, remote, and hybrid roles in Europe or the United States. Previous employer-sponsored US work history; future authorization would depend on employer and role. --- Data last updated: 15 August 2026. Ask the conversational CV at the site root or fetch machine-readable resources from `/AGENTS.md` and `/llms.txt`.