Dan Leiva

For 25 years, I built and led operations inside some of the most demanding technology organizations in the world. Apple. Intuit. eBay. Travelers. Global teams of 900+. Complex systems serving tens of millions of customers. What I learned is that the hardest part of scaling is never the technology. It is keeping humans accountable, informed, and in control as the systems around them grow faster than the organizations managing them. Most companies get this wrong. They chase efficiency until they hollow out the human judgment that made their organization trustworthy in the first place. I call this the Efficiency Trap. Green metrics masking eroding trust. The automation did not fail. The operating model did. That is the problem I focus on now. I founded CXAmplify to help organizations i...