Key Players to Discuss AI-Driven Transformation at ISG Xperience Summit

Leaders from various industries will gather for AI transformation discussions

Executives from PNC Bank, Barclays, Comcast, SoulCycle, Expedia, AGCO, Acenda Integrated Health, Autocar Trucks, and other notable firms will participate in the ISG Xperience Summit. This event takes place on March 25-26 at the Westin Times Square in New York. Participants will explore strategies for leveraging AI and other technologies to drive experience-led transformation.

This two-day summit, hosted by Information Services Group (ISG) III, will feature discussions led by ISG and industry experts. They will focus on how AI-powered solutions can create impactful, hyper-personalized experiences while addressing the data, security, and organizational structures necessary for employee and customer success.

Wayne Butterfield, partner at ISG and host of the summit, stated, “The future of enterprise experience is not about replacing humans with AI but integrating AI to empower human expertise.” He emphasized that while AI effectively handles structured, repetitive tasks, it lacks the nuance and empathy required for high-value interactions.

The keynote address, “From Virtual Assistants to Real Results: Transformation Through Intelligent CX,” will be delivered by Joe Bechtel, vice president of AI technology at PNC Bank. This fireside chat with Butterfield will provide practical insights on strategic automation implementation, distinguishing helpful technology from barriers, and measuring customer experience (CX) investments.

The first day will also include a panel discussion titled “Ethics of AI-Driven Personalization: Where Do We Draw the Line?” featuring Hilary Lurie-Malina from Expedia Group, Nanda Reddy from GOHUNT, Shri Nandan from Comcast, and Daniel Yang from Pacific Owl Ventures. This panel will investigate the fine line between helpful and intrusive user experiences.

Additionally, the ISG Startup Challenge will showcase entrepreneurs from Birdie AI, Tranquilla AI, and Wakefully as they pitch their innovative business ideas to a panel of judges and the audience.

On the second day, a panel titled “Orchestrating Enterprise-Wide Transformation in an AI-First World” will include Chief Experience Officers like Craig Antonucci from Autocar Trucks, Mike Robinson from Barclays US Consumer Bank, and Ami Iceman from MSU Federal Credit Union. They will discuss leveraging AI and advanced analytics to scale personalized experiences across their organizations.

Another discussion, “How Experience-Led Transformation Drives Growth,” will feature insights from Drew Lesicko, vice president of product and technology at SoulCycle, and Chris Vetrano, head of customer experience at Flock Safety. They will delve into how to embed experience-centric practices throughout operations to create sustainable competitive advantages.

Mari Considine, chief marketing and development officer at Acenda Integrated Health, and Courtney Warford, former global director of customer experience at AGCO Corporation, will contribute to the “Slight Edge: Strategies for Elevating EX to Drive CX” panel. They will discuss how integrated experience ecosystems foster employee engagement, thereby enhancing customer loyalty.

Butterfield remarked, “People are the glue between systems and processes. 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.”

Sponsors of the ISG Xperience Summit include IBM and Accenture. The event also collaborates with The Global Voice of CX as an influencer partner, while CIO Applications and Hifo.co serve as media partners.

For more information and registration details, please visit the event’s website.

About ISG

ISG III is a prominent global technology research and advisory firm focused on AI. It serves over 900 clients, including 75 of the top 100 enterprises worldwide. Founded in 2006, ISG specializes in utilizing AI to enhance operational excellence and accelerate growth, supported by its proprietary market data and the expertise of its 1,600 professionals globally.

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Will Thoretz, ISG

+1 203 517 3119

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Julianna Sheridan, Matter Communications for ISG

+1 978 518 4520

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