Patricia Osorio was inducted into the CX Hall of Fame for the platform she co-founded and the broader argument it makes about where customer experience belongs in the modern company.

Osorio is a Brazilian co-founder of a CX intelligence platform, currently based in the United States, that pulls signals from call centers, app reviews, social media, news, and behavioral data to assemble a coherent picture of the customer voice across the organization. The technical work is meaningful. The argument underneath it is meaningful in a different way. Companies are sitting on the data they need. They have always been sitting on it. The data is siloed across departments, unstructured in the systems that capture it, and untapped because no internal function has the mandate or the tooling to integrate it.

Her broader position challenges the organizational architecture most enterprises still use. CX, in her framing, is not a department. It is the driving force for product, marketing, sales, and positioning. When CX is reduced to a department, it ends up in the comms or operations corner of the organization, and the customer voice never reaches the leadership conversations where strategic direction is set. When CX is treated as the driving force, the customer voice becomes the organizing input for the company’s strategic decisions. That is a different operational model, and most companies have not yet built for it.

What earned Osorio induction is the integrity of building a platform that operationalizes the broader argument rather than just stating it.