I'm Igor Lima, an AI practitioner and customer success leader...

A computer science professional with a multicultural background across Brazil, Portugal and the UK, where I’ve lived since 2005. My career has developed across technical, operational and customer-facing roles in large enterprise environments, with a strong focus on problem-solving, service reliability and practical delivery.

Two key stages in my journey have been my time at a leading travel technology business, working with global customers on incident management, operational improvement and service excellence, and my experience working for an iPaas software development business, where I worked managing and supporting customers with integration, automation and data-driven workflows in complex enterprise contexts. These roles shaped my interest in technology that is useful, scalable and grounded in real business needs.

More recently, I completed an MSc in Artificial Intelligence at the University of Bath, where I focused on applied AI — particularly RAG, knowledge assistants and evaluation of AI-driven systems in real-world settings. This strengthened my interest in how AI can be introduced responsibly, with clarity, reliability and measurable value.

Today, my work continues to sit at the intersection of operations, service delivery and emerging AI capability, bringing together technical understanding, stakeholder communication and a pragmatic approach to improvement. I’m especially interested in how organisations can adopt AI in a way that is thoughtful, realistic and aligned with the people and processes already in place.