ISG Xperience Summit to Explore AI-Driven Customer Experience Transformation
Leaders with Dell, PNC, Havas, Microsoft, KeyBank, PepsiCo, DXC Technology, Schneider Electric and more will join Dallas event on maximizing CX impact
Information Services Group (ISG) (Nasdaq: III), a global AI-centered technology research and advisory firm, will welcome enterprise leaders and customer experience (CX) strategists to the 2026 ISG Xperience Summit, March 30–31 at The Joule in Dallas, Texas, to share strategies for transforming CX into a competitive growth engine.
The two-day summit will feature keynote presentations, expert panels and research-driven sessions on how enterprises can modernize legacy environments, responsibly operationalize AI and deliver end-to-end customer journeys that drive measurable business value.
"Customer, employee and developer experience is being reshaped by changing expectations, competitive pressures and rapid advances in AI and data technologies," said Shriram Natarajan, director, ISG business transformation and host of the ISG Xperience Summit. "Enterprises that make experience a strategic priority can turn CX into a powerful differentiator that drives growth and improves security, retention and long-term revenue."
The first day of the event will include a featured presentation on "Bridging the Gap Between AI Intent and Execution," by Barry Gerdsen, CTO, Channels & Alliances at Boomi, an enterprise platform that integrates applications, APIs, data and AI agents to activate AI within a business.
Daniela Weidenbach, field chief technologist, Global Infrastructure Services, DXC Technology, and David Thompson, global partner development director, Microsoft, will share real-world examples of modernizing technical debt, mastering multi-cloud complexity and adopting AI that delivers business value in the "From Hype to Impact: Solving Enterprise Challenges" presentation.
The agenda also includes a panel discussion on "Experience as a Revenue Engine," with Kelley Johnson, senior customer success manager, Schneider Electric; Paul Kadap, senior vice president, Client Experience Design & Strategy, KeyBank, and Jason Mariasis, vice president, Product Management, LPL Financial.
The "Beyond 'Cheap CX' – Trust Is the New Experience" panel will include Shannon Hoekstra, vice president, Emerging Technologies & Innovation and CTO, College of American Pathologists; Emma Hollister, director of Technology Education & Engagement, Amwins; Lee Kemp, senior vice president, Customer Experience & Transformation, PCNA, and Pete Nicoletti, Field CISO, East, Check Point, discussing the risks of over-automation and how to make customer trust a strategic priority.
Day one will conclude with the ISG Startup Challenge, featuring entrepreneurs pitching their business innovations to a panel of judges for an audience vote. Contestants will represent ASPR, a unified AI sales assistant that works with enterprise CR; Meshi, an AI agent-based intelligent data layer for professional relationships; MoodMe, which provides advanced real-time face analytics for emotional insights and personalization, and Flexi.cx, a conversational AI platform for messaging inboxes.
On day two of the event, Noufal Mohamed Basheer, director, Strategy & Transformation, PepsiCo, will deliver "From Pilots to Performance – Failure Patterns in Agentic AI Transformation and How to Address Them." The keynote presentation will cover the technical limitations, flawed assumptions and governance gaps that keep agentic AI projects from successfully scaling.
Michael Shepherd, senior distinguished engineer, Dell Technologies, will draw on his company's 10-year innovation journey to build an agentic operating system that understands business intent, takes autonomous action and amplifies human capability at scale, in the featured presentation, "From Tools to Teammates – Designing AI for the Workforce."
"CX is increasingly about context. To stay relevant, organizations must orchestrate end-to-end customer journeys that connect data, technology and human experience across the entire lifecycle," Natarajan said. "Embracing journey-centric CX can turn experience into a competitive differentiator rather than a cost center."
"Designing AI-Enabled Workplaces" will be the focus of a panel discussion with Vanessa Neurohr, vice president, Customer Experience & Adoption, Muck Rack; Diane Schwarz, group chief information officer, Smurfit Westrock, and Scott Biavaschi, managing director, Global Enterprise Renewals, Cisco Systems.
Tanweer Surve, head of Cloud Transformation and Platform Engineering, PNC Financial Services Group, Inc., and Jonathan Ziegel, senior vice president, Customer Experience, Havas, will join the "Where Intelligent CX Succeeded and Where It Failed" panel discussion, with real-world examples of over-automation backlash, how AI hallucinations can impact brand trust, CX ROI that exceeds expectations and lessons from rapid deployment.
DXC Technology, Microsoft, Boomi, Dell Technologies, Check Point Software Technologies Ltd., Cisco, CIO Applications, CIOReview, CMSWire and Hifo.co are ISG Xperience Summit sponsors.
Additional information and registration for the ISG Xperience Summit is 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 and research, in-depth knowledge and governance of provider ecosystems, and the expertise of its 1,500 professionals worldwide working together to help clients maximize the value of their technology investments.
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