Kevin Quigley

Director, AI COE Product

Delivering results with applied AI

Computer engineer turned AI leader. I help organizations translate emerging technology into measurable impact.

Dreamforce 2024 Keynote — Discussing Wiley's AI agent deployment

Recognition

Press

Featured — April 2025

The Agentic Maturity Model: A 4-Step Roadmap for CIOs

Featured in Salesforce News on how enterprises progress through the agentic era — highlighting Wiley's approach.

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AI Productivity Gains

Coverage of Wiley's measurable productivity improvements through strategic AI implementation.

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AI Decision-Making

Industry analysis on the shift toward autonomous AI agents and reasoning capabilities.

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Wiley Customer Story

Official Salesforce case study highlighting AI-driven transformation in customer service.

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2026 Industry Predictions

Industry expert perspectives on the future of identity security and agentic AI.

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Also featured in: TechTarget, CXOtoday, Business Wire, Mi3, Business Today, and others

Platform

Speaking

2024

Dreamforce

Agentforce Keynote: Build the Future with AI Agents

2024

Dreamforce

3 Ways AI Makes Service Frictionless and Fun (×2)

2024

SOCAP Spring Symposium

AI in Customer Service

2024

World Tour NYC

Salesforce Today: Put CRM + AI + Data + Trust to Work

2024

World Tour NYC

Your Guide to Become a Salesforce Expert

2023

Salesforce Webinar

The Next Frontier of Customer Service: Generative AI

2022

World Tour NYC

Scale Service and Reduce Costs with Automation and AI

2022

Dreamforce

Unlocking the Power of Conversational AI and Automation

2022

Dreamforce

Smarter, More Proactive Service with Service Cloud Einstein

Career

Better Systems, Better Outcomes

Finding problems worth solving. Building solutions that last.

Present
Director, AI COE Product
Leading a hybrid AI product and solutions team within Wiley's AI Center of Excellence. Driving a cross-functional roadmap co-sponsored by the CFO, CTO/COO, and CPO — including agentic systems for multiple departments — with ELT-approved priority initiatives. Co-established the COE's structure and operating model.

2025

Flow Lab & Productivity Solutions

Built a global team under Process Excellence, launched the Flow Lab to prototype emerging methods, and deployed AI agents and automation solutions to production.

2024

AI Agent Launch & Dreamforce

Expanded to cross-functional AI role. Launched AI service agent, yielding 40%+ improvement in resolution. Featured in keynote.

2023

First Generative AI Tools

Reply drafts, case summaries, translation.

2020

First AI Features

Case predictions, knowledge recommendations, chatbot.

2019

Platform Ownership

Took ownership of CRM and support platforms. Started building the systems I would later transform.

2016

Joined Wiley

Still Building

As my career evolved, my passion for engineering never stopped. Most recently, I created Forage, a daily word game with its own progression system, deterministic puzzle generation, and analytics.