Agentic AI Exchange East
Shifting from AI Delivery to AI Orchestration, Enablement, and Long-Term Value Stewardship
Westin Times Square, New York, NY | November 4 - 6, 2026
Bala Maddali
Head of Conv AI + Gen AI CX Product Mgmt VerizonAgenda Day 3
8:55 AM INNOVATOR USE CASE: Agentic CX: Mastering the Next Frontier of Customer Experience
As AI agents become active participants in customer interactions, customer experience is entering a new era. The opportunity extends beyond automation; it's about creating more intelligent, personalized, and trusted experiences that deliver measurable value for both customers and the business. Listen in as this keynote explores what it means to design experiences that serve both humans and their AI assistants.
• How Voice AI is transforming customer engagement, operational efficiency, and business outcomes
• Moving beyond cost reduction to create differentiated, human-centered experiences
• Unlocking faster resolution, higher satisfaction, and more personalized interactions
• Preparing for a future where AI becomes the customer by rethinking customer journeys, interfaces, and service models for agent-to-agent interactions
• Addressing the evolving fraud landscape as AI agents become more capable and autonomous
Check out the incredible speaker line-up to see who will be joining Bala.
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