ISG Xperience Summit to Explore AI-Driven Customer Experience Transformation

Key Terms

customer experience (cx) technical

Customer experience (CX) is the overall impression and feelings a person has when interacting with a business or service, much like how a customer feels after visiting a store or using an app. It includes every touchpoint, from browsing to purchasing and support, shaping their satisfaction and loyalty. For investors, strong CX often indicates a company's ability to attract and retain customers, which can lead to long-term success.

multi-cloud technical

Multi-cloud is the practice of using services from two or more cloud computing providers instead of relying on just one. For investors, this matters because it can lower operational risk and increase flexibility—similar to renting units from different landlords to avoid being stranded if one has problems—and it can affect a company’s costs, growth potential, and resilience, which in turn influence revenue stability and valuation.

agentic ai technical

Agentic AI refers to computer systems that can make their own decisions and take actions without needing someone to tell them what to do each time. It's like giving a robot a degree of independence to solve problems or achieve goals on its own, which matters because it could change how we work and interact with technology in everyday life.

ai hallucinations technical

AI hallucinations are instances when an artificial intelligence system confidently produces false, made-up, or misleading information instead of correct facts. For investors, these errors matter because they can lead to bad decisions, faulty financial models, regulatory or legal exposure, and damage to a company’s credibility—think of trusting a GPS that calmly directs you down a road that doesn’t exist.

conversational ai technical

Conversational AI is technology that allows computers to understand, process, and respond to human language in a way that feels natural and interactive, similar to chatting with a person. It enables machines to hold conversations, answer questions, and assist with tasks automatically. For investors, it matters because this technology can improve customer service, streamline operations, and create new opportunities across many industries.

panel technical

A panel is either a selected group of people assembled to give advice, review evidence, or make a decision (like a jury or committee) or a bundled set of related tests or measurements run together (like a multi-test medical blood panel). Investors care because a panel’s recommendations, votes or results can change regulatory approvals, public confidence, or the perceived risk and value of a company, much like a respected referee or a diagnostic report can sway outcomes.

startup challenge technical

A startup challenge is any obstacle or risk that early-stage companies must overcome to grow, such as raising money, finding customers, building the right team, meeting regulations, or managing cash until revenue covers costs. For investors, these challenges determine the likelihood a young company survives and delivers returns—like a small boat navigating rapids, where successful navigation can lead to big gains but missteps often mean loss.

ai agents technical

AI agents are computer programs designed to perform tasks or make decisions automatically, often by learning from data and adapting to new information. They act like virtual assistants or robots that can handle complex activities without human intervention, which can help businesses and individuals save time and improve efficiency. For investors, AI agents matter because they can enhance decision-making and automate processes that influence markets and financial outcomes.

Leaders with Dell, PNC, Havas, Microsoft, KeyBank, PepsiCo, DXC Technology, Schneider Electric and more will join Dallas event on maximizing CX impact

STAMFORD, Conn.--(BUSINESS WIRE)-- 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.

View source version on businesswire.com: https://www.businesswire.com/news/home/20260311396488/en/

Press Contacts:

Laura Hupprich, ISG

+1 203-517-3100

laura.hupprich@isg-one.com

Eric Arvidson, Matter Communications for ISG

+1 978-518-4542

isg@matternow.com

Source: Information Services Group, Inc.