Day 3 | Friday, July 25
8:00 am - 8:30 am
MDT
CCWomen Breakfast | CCWomen in Analytics
Sandy Ko -
Founder & Principal, CCWomen,
Customer Management Practice
This isn’t just a panel about careers in analytics, it's a conversation about purpose, passion, and the transformational power of advocacy.
8:30 am - 8:40 am
MDT
Chairperson's Remarks
Take a few minutes to re-orient yourselves with today's itinerary. We will review any housekeeping items and updates.
8:40 am - 9:10 am
MDT
Analytics, AI, and Potholes: Leverage Customer Analytics To Enhance Service Delivery And Operational Efficiency
Rob Teel -
Chief Technology Officer,
State of Oklahoma
In an era where data-driven decision-making is revolutionizing both the private and public sectors, how can organizations leverage customer analytics to enhance service delivery and operational efficiency? This session will explore how the State of Oklahoma is modernizing its approach to constituent services through innovative data analytics and automation.
Discover groundbreaking projects that are redefining government customer engagement—from AI-powered pothole detection using LIDAR to the creation of a centralized digital service portal. This session will showcase real-world applications of analytics that drive efficiency, improve citizen experiences, and streamline service delivery.
Attendees will learn:
- How customer analytics is shaping the future of public service delivery.
- The role of automation and AI in modernizing government operations.
- Best practices for integrating legacy systems with modern customer experience strategies.
- The impact of data-driven insights on citizen engagement and satisfaction.
9:00 am - 9:45 am
MDT
Building Consumer Confidence: Anticipate and Address Long-Term Consumer Concerns In The Present
Michael Nevski -
Director of Global Insights,
Visa
The presentation will provide insight into the factors that may influence changes—positive or negative—to consumer behavior throughout the remainder of the year and into 2026. Specifics include a next-level analysis of the “confrontational consumer,” a topic introduced in the spring presentations, as well as more in-depth research on early adopters of GenAI technology—including their use cases, preferences, and what all of this means for the future payments landscape. Additionally, the presentations will include an update on consumer confidence trends and insight into pressures consumers face.
Bullet points
• Consumer Confidence: Declining trends and economic pressures impacting purchasing behaviors through 2025-2026
• Confrontational Consumer: Emerging consumer segment characterized by more assertive, activism-driven purchasing decisions and brand interactions
• GenAI Adoption: Early technology adopters' preferences, use cases, and potential transformative impact on consumer engagement and payments landscape
