ISG Xperience Summit to Explore AI-Powered Experience Transformation

Leaders with PNC Bank, Barclays, Comcast, SoulCycle, Expedia, AGCO, Acenda, Autocar Trucks and more will join March 25–26 event in New York

Leaders with PNC Bank, Barclays, Comcast, SoulCycle, Expedia, AGCO, Acenda Integrated Health, Autocar Trucks and other companies will join the ISG Xperience Summit, March 25–26 at the Westin Times Square in New York, to share strategies for driving experience-led transformation with AI and other new technologies.

Hosted by global AI-centered technology research and advisory firm Information Services Group (ISG) (Nasdaq: III), the two-day event will feature ISG and industry experts exploring how AI-powered solutions can deliver impactful, hyper-personalized experiences, and the data, security and organizational structures that will enable employee and customer success.

“The future of enterprise experience is not about replacing humans with AI but integrating AI to empower human expertise,” said Wayne Butterfield, partner, ISG, and host of the ISG Xperience Summit. “AI excels at structured, repetitive interactions, but struggles with the nuance, empathy and problem-solving capabilities that define high-value interactions.”

Joe Bechtel, vice president of AI technology at PNC Bank, will deliver the event keynote, “From Virtual Assistants to Real Results: Transformation Through Intelligent CX,” as a fireside chat with Butterfield, offering practical insights on how to determine where to implement automation, differentiate between helpful technology and frustrating barriers and measure the impact of CX investments.

The first day of the event will also feature Hilary Lurie-Malina, senior director, platform and service analytics, Expedia Group; Nanda Reddy, CTO, GOHUNT; Shri Nandan, vice president, AI experiences, Comcast, and Daniel Yang, managing partner, Pacific Owl Ventures, in the panel discussion, “Ethics of AI-Driven Personalization: Where Do We Draw the Line?,” on the boundary between helpful and intrusive user experiences.

The ISG Startup Challenge will feature entrepreneurs with Birdie AI, Tranquilla AI and Wakefully pitching their business innovations to a panel of judges for an audience vote.

On day two of the ISG Xperience Summit, three Chief Experience Officers—Craig Antonucci of Autocar Trucks, Mike Robinson of Barclays US Consumer Bank, and Ami Iceman of MSU Federal Credit Union—will join the panel discussion, “Orchestrating Enterprise-Wide Transformation in an AI-First World,” to share how their organizations are leveraging AI and advanced analytics to scale personalized experiences.

Another panel discussion, ”How Experience-Led Transformation Drives Growth,” will ask Drew Lesicko, vice president of product and technology at SoulCycle, and Chris Vetrano, head of customer experience at Flock Safety, how their organizations are embedding experience-centricity across all operations and creating sustainable advantages.

Mari Considine, chief marketing and development officer at Acenda Integrated Health, and Courtney Warford, former global director, customer experience at AGCO Corporation, will join the “Slight Edge: Strategies for Elevating EX to Drive CX” panel to share insights into creating integrated experience ecosystems where employee engagement directly translates to customer loyalty.

“People are the glue between systems and processes,” Butterfield said. “Organizations that strike a balance between maximizing the benefits of AI while preserving the human elements users value most will reduce costs and elevate their experiences from a transactional function to a strategic differentiator.”

IBM and Accenture are ISG Xperience Summit event sponsors. The Global Voice of CX is an influencer partner, and CIO Applications and Hifo.co are media partners.

Additional information and registration are available on the event website.

About ISG

ISG (Nasdaq: III) is a global AI-centered technology research and advisory firm. A trusted partner to more than 900 clients, including 75 of the world’s top 100 enterprises, ISG is a long-time leader in technology and business services that is now at the forefront of leveraging AI to help organizations achieve operational excellence and faster growth. The firm, founded in 2006, is known for its proprietary market data, in-depth knowledge of provider ecosystems, and the expertise of its 1,600 professionals worldwide working together to help clients maximize the value of their technology investments.

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