From 14% to 80% AI Adoption
Senior Product Leader driving $30M+ business impact through AI systems that organizations actually use
How AI Gets Adopted (Or Doesn’t)
The signature story behind the 14%→80% headline
The Problem
An AI-powered automation system launched across global operations. Six months in, adoption was stuck at 14%. Leadership was ready to call it a failed investment.
The Investigation
Users weren't resisting AI — they were resisting change. Previous tech rollouts had failed, eroding trust. The system worked; the adoption strategy didn't.
The Approach
Recruited regional champions who understood local workflows. Redesigned onboarding around existing habits instead of ideal processes. Built local ROI dashboards so each team could see their own wins.
The Result
Adoption climbed from 14% to 80% within two quarters. The system unlocked $10M+ in annualized EBIT impact. Same AI, same features — different product thinking.
The Lesson
“Adoption is a product problem. If your AI isn't used, it isn't finished.”
Impact Dashboard
Measurable outcomes across systems and organizations
Total value delivered through AI automation
Scaled from 14% to 80% adoption
Projected annual capacity at steady-state adoption (2026)
Drove platform growth at Blibli
Accommodations across travel platform
Reduced agent handling time
Metrics shown are directional ranges abstracted for confidentiality. Exact figures are available during interviews under mutual NDA.
Forecasted metrics reflect approved plans and current adoption trends.
Flagship Systems
AI-driven platforms I've designed and shipped at scale
LLM-Powered Self-Service Platform
Maersk AI Logistics Automation
AI decision system for Air Freight — automated booking decisions, reduced manual intervention by 80%, unlocked $5-10M EBIT uplift.
Market Failure
Complex logistics booking process requiring manual intervention, causing operational bottlenecks and limiting scalability of digital channels.
System Architecture
Outcome
$5-10M EBIT uplift | 80% automation rate | 130+ FTE freed
GPT-Powered Customer Assistant
Navan CX Automation Platform
Intelligent support automation — GPT-4 query understanding with RAG knowledge retrieval, delivering ~$5M annual value.
Market Failure
High-touch customer support operations couldn't scale with user growth, resulting in increased costs and degraded CSAT during peak demand.
System Architecture
Outcome
~$5M annual value | $1M+ savings | 10% efficiency gain
Enterprise Travel SaaS Platform
Blibli Multi-Channel Growth Engine
Unified travel marketplace — aggregated 101 airlines + 3.6M accommodations via API layer, drove 137% revenue growth.
Market Failure
Fragmented OTA integrations and limited inventory prevented platform expansion, constraining revenue growth and market competitiveness.
System Architecture
Outcome
137% revenue growth | 3.6M+ accommodations | 22% user growth
Certain metrics, customers, and system details are intentionally abstracted due to NDA and commercial sensitivity.
Technical Proof
Live systems and open-source projects demonstrating technical execution
FlowFit
Evidence-Based Wellness Platform with RAG
Production-ready app generating personalized fitness protocols using RAG over structured scientific literature. Built with Next.js, integrating OpenAI APIs and vector search for intelligent workout adaptation.
CargoX Operations Platform
AI-Driven Logistics Workflow System
End-to-end operations platform unifying shipment oversight, data healing, and order management. Features AI-powered validation, automated routing, and CargoWise integration.
Decision Quality Framework
Production Evaluation System for LLM Decisions
A reusable framework to evaluate, score, and govern LLM-driven decisions in production systems. Focuses on decision confidence, failure modes, and human-in-the-loop escalation.
Honest Fit Assessment
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Product Philosophy
Principles I use to build AI systems that scale across teams, users, and time.
Experience
10+ years scaling digital platforms across logistics, travel, and SaaS
Senior Product Leader – Digital Transformation
A.P. Moller Maersk
- Drove AI strategy for Air & LCL with LLM fine-tuning, delivering $5-10M EBIT uplift
- Scaled autorating adoption from 14% → 80%, unlocking $10M+ EBIT
- Designed CX validation framework and multi-agent workflow architecture freeing 130+ FTE annually
- Led 5 Product Managers, delivering $20M+ GP (Air) and $3-5M EBIT (LCL) in productivity gains
Senior Product Manager – Experience
Navan (formerly TripActions)
- Launched GPT-powered customer assistant, delivering $1M+ annual savings
- Redesigned agent workflows, reducing handling time by 10% ($1M+ annually)
- Architected omni-channel CX platform, cutting $2.5M+ in annual costs
- Scaled product org from 1 → 3 scrum teams
Senior Product Manager – Travel SaaS
Blibli (via Coviam)
- Delivered SaaS travel platform with 137% revenue growth
- Expanded user base from 135K → 165K (22% growth)
- Expanded OTA coverage: 101 airlines, 3.6M+ accommodations, 49K activities
- Implemented advanced auth frameworks strengthening security
Senior Product Manager – Core Platform
Wipro Technologies
- Led Way2Go B2B travel & expense platform (50K users, 600+ trips/day)
- Directed 3 scrum teams (17 devs, 4 QA, 2 PMs, 1 UX)
- Defined platform roadmap and GTM strategy for enterprise clients
Technical Product / Program Manager
SITA
- Delivered large-scale PNR migration programs with 0.02% rejection rate
- Owned product roadmaps with international airline stakeholders
- Delivered scalable and compliant passenger service solutions
Let's Connect
Open to discussing product leadership roles, advisory opportunities, and speaking engagements
Harsh Puri
Senior Product Leader • AI Systems Architect
Building AI platforms and scaling product organizations at A.P. Moller Maersk. 10+ years delivering $30M+ business impact through intelligent automation.
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