Generative AI is everywhere, and Agentic AI is next, but most enterprises struggle to move from experimentation to impact. AI promises efficiency and automation, yet challenges like workforce disruption, data quality, ethics, and business integration remain unsolved. This roundtable cuts through the noise, tackling key questions: How will AI reshape jobs? How do you turn AI into real business value? Join us for a practical discussion on harnessing AI effectively and avoiding common pitfalls.
Sponsors
Explore and visit our partners who can unlock the potential of your digital transformation journey.
Capgemini
Platinum
Overview
Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact.
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Sponsor Roundtable
Intermediate
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Session
General
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Roundtable Tile
AI Agents
Administrator
Business Analyst
Executive
Platform Owner
Other
Roundtable
Now Assist
AI Agents
AI
AI & Now Assist
AI Agents
2:00 p.m. Wednesday, May 07
Wednesday, May 07
, Vice President, Customer & People Experience with ServiceNow Offer Leader, Capgemini
- Wednesday, May 72:00 pm - 3:00 pm PDTVenetian - San Polo 3403 - Level 3
Sponsor Breakout
Intermediate
Knowledge
Session
Subway
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CRM
Business Analyst
Executive
Implementer
Platform Owner
Retail
Session
Customer Service Management
Customer Service Management
Wednesday, May 07
4:00 p.m. Wednesday, May 07
Learn how Subway partnered up with Capgemini to replace a legacy case management system using ServiceNow CSM with a self-serve web portal – doing away with the typical case forms, and using virtual agent that was designed for each and every customer journey/experience. What’s unique about this virtual agent capability is that only specific customer journeys lead to case creation, while the remaining lead to case deflection with no live agent involvement. Customer satisfaction and agent productivity are at the cornerstone of this remarkable and innovative implementation success.
, Delivery Executive, Customer, Finance, and Supply Chain Workflows, Capgemini
, Sr. Director, Technology Support and Service Management, Subway FWH
, Sr. Director Guest Experience & Insights, Franchise World Headquarters, LLC
- Wednesday, May 74:30 pm - 5:00 pm PDTWynn - Latour 2 - Ground Level
Sponsor Theater
Intermediate
Knowledge
Session
Insurance company
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Session Tile
IT
Administrator
Executive
Implementer
Platform Owner
Other
Session
Business Continuity Management
Integrated Risk Management
Third-party Risk Management
Asset Management
Business Continuity Management
Integrated Risk Management
Third-party Risk Management
Asset Management
Contract Management
Thursday, May 08
2:00 p.m. Thursday, May 08
During this session, we will explore a real-life scenario involving a resilience crisis within an organization. Participants will learn how to efficiently access relevant information sources and contacts to make informed decisions, resolve the issue, communicate effectively with the board, and provide timely reports to regulators. By the end of this session, you will understand how to become a knowledgeable and adaptable resilience leader, earning high regard from the board.
, Global Lead Cyber Compliance, Capgemini N.V
- Thursday, May 82:00 pm - 2:20 pm PDTExpo Theater 6
Speakers
Claudia Guzman
Sr. Director Guest Experience & Insights
Franchise World Headquarters, LLC
Jon Harriman
Vice President, Customer & People Experience with ServiceNow Offer Leader
Capgemini
Brian Pace
Sr. Director, Technology Support and Service Management
Subway FWH
April Smith
Delivery Executive, Customer, Finance, and Supply Chain Workflows
Capgemini
Marieke vandeputte
Global Lead Cyber Compliance
Capgemini N.V