Sunil Dutt

Managing Field Productivity Value Stream, Technology

New York Life Insurance Company

Jan 2022 - Current (4 years 5 months)

Led integration of AI-powered agent productivity tools (Dialog & Sidekick) to improve field representative efficiency, communication quality, and lead management. Pioneered foundation for Agentic AI adoption — establishing data readiness, governance, and process simplification frameworks enabling intelligent agent assistance and workflow automation. Additionally managed the Salesforce CRM practice, ensuring alignment with agent productivity initiatives and CRM modernization roadmap. Oversaw modernization of the Agency Portal via Salesforce Experience Cloud, improving engagement by 40%. Directed the "Guide Me” initiative, embedding personalized digital coaching that boosted new-agent productivity by 200%. Partnered with C-level executives to

Head of Digital Technology, Enterprise Technology

New York Life Insurance Company

Jan 2016 - Jan 2021 (5 years 1 month)

Oversaw development and modernization of client-facing digital platforms, including customer and agent portals, enhancing accessibility and user experience. Responsible for the overall strategy of Salesforce CRM platform and operations. Managed $20M budget and built a 50+ member global delivery team driving agile innovation. Rolled out Salesforce1 mobile app for 12,000+ agents and introduced AI-driven data analytics for sales performance and customer segmentation. Launched enterprise tools including Agent360 and Paperless Office (Box.com), advancing automation and operational efficiency.

N

CRM Practice Manager

New York Life Investment Management

Jan 2005 - Jan 2016 (11 years 1 month)

Developed a global CRM & marketing automation vision integrating Salesforce, Eloqua, Seismic, and Pardot. Drove adoption of predictive analytics for lead scoring and customer retention. Built and led a high-performing team of 45+, transforming CRM into a strategic asset. Spearheaded migration from Oracle CRM to Salesforce.com, unifying customer data and improving sales enablement.

O

Earlier Career: CRM Consulting & Development

Optimos Inc.

Jan 2000 - Jan 2005 (5 years 1 month)

Delivered enterprise CRM solutions (Oracle Siebel) for major telecom and federal clients, integrating AI-ready data architectures for improved customer insights.

About

Detail

Timeline

Résumé