Meet Paul Teyssier: Front’s New Chief Product & Experience Officer

Meet Paul Teyssier: Front’s New Chief Product & Experience Officer

Front’s new Chief Product & Experience Officer, Paul Teyssier, talks about what brought him here, how AI is reshaping CX, and why listening to customers is at the center of his first 60 days.

We’re excited to welcome Paul Teyssier as Front’s new Chief Product & Experience Officer.

Paul comes to us with decades of experience in building customer-centric products, having previously served as the President of Superhuman and the Chief Product Officer of Gorgias. 

He’s no stranger to Front. In fact, he’s been a customer and advocate since 2016. Now, he’s helping us lead the next chapter of our product evolution, focusing on how AI and human collaboration can unlock the future of excellent customer support.

We sat down with Paul to learn more about his vision for the future of CX, why he joined Front, and what customers can expect from him in the coming months.

First off, why Front? 

I’ve always been obsessed with how tech can help humans interact with each other to resolve problems. I’ve worked in and around collaboration and customer support for much of my career. The truth is, Front has always stood out. I started using Front back in 2016, and what struck me then is still true today: this product is built from the ground up to make work feel more human.

You can’t bolt on human-centric design after the fact. You have to believe it from day one, and that belief shows in how Front helps teams connect, solve problems, and build strong relationships with customers.

What does a Chief Product & Experience Officer do?

My title is unique, and intentionally so. I’m leading both the product and customer experience functions at Front and am responsible for what we build and how our customers experience it. 

I’ve spent my career at the intersection of product, design, and go-to-market and this role brings all of that together. At Front, we believe delivering an exceptional customer experience doesn’t stop at the product. It’s the sum of how everything works together: the workflows, the AI, the collaboration between teams. 

The role is really indicative of Front’s belief that great CX starts from within, with tools that are built to support the people doing the work.

What’s most exciting to you about this moment? 

AI is fundamentally reshaping the customer experience. But the real challenge is leveraging the technology to improve the experience for customers and for support teams.

That’s where Front comes in. I believe we’re in a unique position to help teams find the right balance between automation and the human touch, doing it in a way that’s grounded in real outcomes instead of getting caught up in hype cycles. 

The opportunity in support is immense, and Front can serve a big share by offering the right balance between AI and human collaboration. As that happens, Front will become stronger and deeper as a platform and evolve to serve every function across customer-facing work. With the massive AI transformation we’re in, I believe Front is incredibly well-positioned to be one of the big winners in this new era.

How do you view AI and its role in support? 

It’s easy to overdo it. There’s a real temptation to overuse AI in support, but that comes at the expense of trust and quality.

What we believe at Front is that AI should help support teams do more of what matters. That means giving teams tools that make them more efficient and more personal. You shouldn’t need a hundred agents on legacy tools when you can deliver a better experience with twenty people using smarter systems. We’ll have some new tools in this space in your hands next month and we can’t wait for you to try them. 

We’re betting on that future, and we’re building for it now.

What’s your focus in your first few months? 

Listening. I’ll be meeting with 30 customers in my first couple of months, learning from those who are already pushing the boundaries of what support can look like. There’s a lot of innovation happening in this space, but it’s easy for product teams to spread themselves too thin. The best way to stay sharp is to stay close to the people doing the work. That’s my focus.

I’m also particularly interested in connecting with what I call CX innovators, the people who are deep in the weeds, experimenting with AI, and trying new things. If that’s you, I’d love to hear from you. You can always contact me at paul at front dot com.

What should customers expect from you? 

Transparency. Curiosity. And a product team that listens, moves quickly, and builds with you in mind.

There’s a ton of momentum inside Front right now and an exciting wave of product innovation coming this summer. My job is to ensure that what we’re building is as valuable and impactful as possible.

This is an exciting time to be in CX. And I’m incredibly proud to be here building with you.