Mastering The AI Operating Model - Insight, Automation & Engagement





Srividya Sridharan
VP, Research Director, Forrester

Michele Goetz
Principal Analyst, Forrester

Dr. William Mark
President, Information & Computing Sciences, SRI

Dany De Grave
Sr. Director Innovation Programs and External Networks, Sanofi Pasteur

David Kiron
Executive Editor,  MIT Sloan Management Review

Kjell Carlsson
Senior Analyst, Forrester

J. P. Gownder
VP, Principal Analyst, Forrester

Don Schuerman
CTO & VP, Product Marketing, Pegasystems Inc.

Michael Facemire
VP, Principal Analyst, Forrester

Scot Whigham
Director Global IT Service Support,  InterContinental Hotels Group (IHG®)

Marc Hammons
Principal Software Architect, Dell

Dr. Catriona Wallace
CEO & Founder, Flamingo AI

Monday – December 11, 2017

9:00am Summit Kick Off

Srividya Sridharan, VP, Research Director, Forrester

Where do I start with AI? What is the business case for infusing AI into my enterprise? How will AI impact my employees, customers and partners? These big questions and many more are on the minds of senior leaders, CMOs, CIOs and CEOs. Forrester will kick off the AI executive summit by providing a simple framework to think about how enterprises today can leverage and get ahead of the surging interest in AI.

9:10am Disrupt Or Be Disrupted By AI

Michele Goetz, Principal Analyst, Forrester

AI will stretch a company’s roles, skills, and processes when it comes to designing, deploying, and taking advantage of AI. Forrester will lay out an enterprise AI operating model that includes using AI for insights, automation and engagement to help companies prepare for this transformational change.

9:25am Executive Roundtable: Preparing For AI-Driven Business Transformation

Moderator: Michele Goetz, Principal Analyst, Forrester


  • Dr. William Mark, President, Information & Computing Sciences, SRI International
  • Dany De Grave, Sr. Director Innovation Programs and External Networks, Sanofi Pasteur

According to Forrester’s data, thirty-one percent of business decision makers say, “AI is the human-like ability to perceive, learn, think, interact, and take actions”. To date, many of the most high-profile applications of AI have been used to mimic human behavior in custom-facing contexts, in bots and similar platforms. But the real promise of AI lies in driving deep business reinvention – and that means AI will dramatically reshape many core operating principles and processes: How firms acquire and develop technology, how roles and responsibilities are defined within the organization, how business partnerships are structured, even reinventing longstanding business models. Learn the new rules and strategies to make it and survive in the age of AI.

9:50am - The Adoption of AI in Business: Today’s Opportunities and Challenges

David Kiron, Executive Editor, MIT Sloan Management Review

While expectations for artificial intelligence are sky-high across industry and geography, few organizations have mastered integrating the technology into their business processes and offerings — and many who want to don’t fully understand the work that lies ahead. MIT Sloan Management Review’s recent AI research highlights examples of companies excelling at deploying machine learning at scale and also exposes key barriers to AI adoption, including problems related to data scarcity, talent management, and organizing for AI. This session will provide an overview of organizational readiness for and adoption of AI across sectors.

10:10am Rethinking AI For Superhuman Insight

Kjell Carlsson, Senior Analyst, Forrester

AI delivers superhuman insight by analyzing information at a scale that dwarfs the ability of any person or group of people. It delivers sub-human performance when this ability is not the main driver of value. In this session, learn how to identify use-cases where AI delivers transformative value most effectively.

10:25am – Networking Break
10:45am The Future Of Jobs: Working Side By Side With Robots

J. P. Gownder, VP, Principal Analyst, Forrester

Automation technologies are reshaping the workplace and the way your business engages with its customers. There’s a lot of talk these days about the bleak future of employment. But the future of jobs isn’t nearly as gloomy as many prognosticators believe. In reality, automation will spur the growth of many new jobs, including some entirely new job categories. Hear from Forrester on the true impact of AI on automation.

11:00am - Keynote: AI and Customer Engagement: The Promise of Personalization, The Need for Transparency

Don Schuerman, CTO & VP, Product Marketing, Pegasystems Inc.

11:20am AI: The Common Thread Across The Future Of Digital Experiences

Michael Facemire, VP, Principal Analyst, Forrester

Websites gave brands an opportunity to put up a billboard for their customers to see; mobile apps gave them an opportunity to get a little closer. Chat platforms, and chat bots on those platforms, allow us to have a real-time conversation with our customers. Most companies have barely wrapped their heads around the power of mobile. Learn from Forrester on to incorporate conversational interfaces into this burgeoning digital portfolio to drive customer engagement.

11:35am – Executive Roundtable: Power of AI - Strategies for Customer Engagement

Moderator: Michael Facemire, VP, Principal Analyst, Forrester


  • Scot Whigham, Director Global IT Service Support, InterContinental Hotels Group (IHG®)
  • Marc Hammons, Principal Software Architect, DELL
  • Dr. Catriona Wallace, CEO & Founder, Flamingo AI

The excitement that surrounds the use of AI in the customer experience sphere seems limitless. But as we learn more about real-world AI applications in bots and other platforms, some early assumptions about ease of deployment and obvious use cases have proven misguided. This panel will dive into lessons learned in the use of AI in customer-facing platforms, and explore emerging best practices in driving real customer value and business results.

11:55am Wrap-Up: Srividya Sridharan, VP, Research Director, Forrester