Carlos Granda

Carlos is a Customer Experience executive, PE operating advisor, and board member with 30+ years in enterprise tech and CCO-level roles at Google Cloud, SAP, and Salesforce. He advises PE-owned SaaS companies on AI-driven CX and GTM transformation.

The Build-or-Buy AI Debate Is a Distraction: What Should We Be Asking Instead?

The real question: a unified customer intelligence layer that senses, decides, and acts at scale - freeing your people for what matters.

By Carlos Granda

/ 23 Jul 2026

The Build-or-Buy AI Debate Is a Distraction: What Should We Be Asking Instead?