What do you do when off-the-shelf systems can’t support your customer experience? You build your own. In this session, David Phipps takes us inside a logistics and technology ecosystem designed entirely from scratch—leveraging AI, robotics, RFID, and proprietary software to create seamless operations and responsive customer journeys.

With a complex network of inventory that spans transit, usage, and return, traditional financial and fulfillment systems fell short. The solution? A fully custom tech stack that connects inbound, outbound, and everything in between—turning operational control into customer value.

Key takeaways include:

How robotics and AI drive speed, accuracy, and reliability at scale

Why designing proprietary systems can unlock new CX capabilities

What it means to build for flexibility when inventory is constantly on the move

How to translate operational excellence into brand trust and customer loyalty

This session offers a firsthand look at how deep tech investment and agile thinking can create a competitive edge far beyond the warehouse floor.

David Phipps

Chief Technology Officer
Generation Tux

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In an era where AI is everywhere, the real opportunity isn’t just to deploy new tools—but to reimagine how we work. This dynamic panel brings together leaders at the intersection of artificial intelligence, service delivery, and workforce transformation to explore how financial institutions can modernize operating models without losing the human touch.

We’ll discuss how CX and operations teams are using emerging tech—like sentiment AI, interaction analytics, and agent copilots—not as blanket solutions, but as targeted tools to enhance both client and employee experiences. Hear how brands are evolving the contact center from a cost center into a value engine, building automation that adapts to regional nuances, and training agents to be tech collaborators and experience designers.

Topics we’ll explore include:

Moving from service models to value centers in the age of AI.

Operationalizing automation while creating “six-star” or "white glove" service moments.

Cultural nuance in global support automation.

Skill development and workforce transformation for long-term impact.

Avoiding past mistakes of tech-led transformations—offshoring, over-automation.

Crafting a business-led, client-first AI strategy—not a CFO-first one.

Join us for a conversation that cuts through the hype, offering pragmatic insight into building AI-enabled, human-centered CX strategies that future-proof your business—and raise the bar for service.

Sarah Baker

Senior Director of Customer Experience
TodayTix

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Ginny Couvillon

Head of Client Services, US Wealth Management
UBS

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Virtual and mixed reality are rapidly emerging as powerful platforms for customer engagement, offering immersive brand experiences, remote product demos, and interactive service environments. Learn how to integrate these technologies into your CX strategy to meet evolving customer expectations.

Key Takeaways:

Understand the differences and CX applications of VR and MR

Learn how to develop immersive experiences that resonate with customers

Explore technical and operational considerations for VR/MR deployment

Identify metrics to evaluate immersive channel performance

Take some time to recharge with some logic puzzles, coloring, and light bites during this mid-afternoon networking break!

As enterprises modernize their financial management and performance strategies, leaders are turning to AI, predictive analytics, and self-service tools to gain sharper insights and faster outcomes. But true transformation requires more than tech—it demands a shift in culture, capabilities, and governance.

In this panel, hear from enterprise analytics and finance leaders on how large organizations are reimagining forecasting, planning, and decision-making with data and AI.

Panelists will explore:

• How to scale predictive models and GPT-powered tools to transform a 400-person forecasting process
• Why building a self-service data marketplace with Power BI and Copilot is unlocking agility for 2,500+ analysts
• The practical challenges of adoption: data literacy, tooling limitations, and change management across departments
• What “return on analytics” looks like—and how to measure impact beyond just ROI

This session will give CX and tech leaders a roadmap to building scalable, human-centered analytics capabilities across business functions.

Richa Jain

Vice President, Enterprise Data Analytics & Business Intelligence, Chief Data
Prudential Financial

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How do fleeting moments of customer feedback—like a conversation overheard on the subway—turn into scalable, build-ready product concepts? In this fireside chat, leaders from product operations, design, and research walk us through their emerging framework for transforming voice-of-customer data into validated product concepts using AI.

Attendees will get an inside look at how the team is operationalizing a proprietary AI primer to extract sentiment, reduce token limitations, and train narrow models that simulate expert roles (from product owner to designer) in real time. Learn how this cross-functional team validates AI-generated insights, builds feedback loops into design, and pushes AI-informed concepts from exploration to development—all without breaching enterprise data constraints.

You’ll leave with a clearer understanding of how to:

Convert unstructured customer feedback into actionable insight

Reduce hallucinations by narrowing model focus

Create feedback loops between operations, design, and research

Build scalable processes that integrate proprietary AI safely

Join us for a candid conversation on building trust in AI-powered decision-making—before the full story even hits the market.

Sandhya Kamineni

Director, Digital And Data Science Product
Johnson & Johnson

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In an era of rapid transformation, organizations are racing to innovate — but speed without structure often leads to fragmentation, wasted resources, and stalled adoption. This interactive panel brings together leaders who are balancing innovation with discipline to deliver measurable value. From consolidating platforms like survey tools to building smarter change frameworks, our panelists will explore how aligning technology, governance, and customer goals can unlock sustainable CX improvements and operational efficiency.

You’ll hear real-world stories on:

Driving faster time-to-value by consolidating tools and reducing complexity

Enhancing customer experience through unified platforms and real-time insights

Building cross-functional alignment to scale transformation initiatives

Enabling adoption from day one with agile, accountable change frameworks

Creating a culture of innovation that sticks — not just sparks

Attendees will leave with practical strategies to unify their digital efforts, elevate CX, and move faster — without losing sight of what matters most.

Sandhya Kamineni

Director, Digital And Data Science Product
Johnson & Johnson

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