June 2 - 3, 2026
| Free CX Network Webinar Series
Kapil Poreddy is a Senior Software Engineering Manager at Walmart Global Tech, where he leads the design and development of large-scale, AI-driven customer experience platforms serving millions of users daily. With over 19 years of experience across retail, healthcare, telecom, and aviation industries—including leadership roles at Emirates and Telenor—Kapil specializes in building high-availability, low-latency systems that operate at population scale.
His work focuses on applying artificial intelligence to improve personalization, accessibility, and equity in digital platforms, with an emphasis on real-world impact across diverse customer segments. Kapil has led initiatives that integrate AI into customer journeys, enabling more inclusive, efficient, and trustworthy experiences across web and mobile ecosystems.
In addition to his industry work, Kapil is an active researcher, speaker, and mentor, contributing to advancements in AI-driven systems, digital health, and large-scale platform engineering. His work bridges the gap between technical innovation and societal impact, particularly in areas where technology can improve access and outcomes for underserved populations.
Day Two - 3 June, 2026
11:00 AM How to use AI to build equitable CX - at population scale
While AI adoption in CX continues to accelerate, most organizations still treat AI as a simple personalization tool rather than a strategic system for equitable access. At population scale, where platforms serve millions of customers daily, this distinction can be critical.
In this session, Kapil Poreddy, Senior Software Engineering Manager at Walmart Global Tech, will share how AI-driven systems can be built to deliver equitable, trustworthy CX across diverse user populations. Drawing from experience building and scaling platforms supporting millions of daily transactions and tens of billions in annual GMV, Kapil will present practical frameworks for embedding fairness, accessibility, and trust into AI-powered customer journeys.
We'll explore how AI can move beyond surface-level personalization to address systemic gaps in access, language, affordability, and health outcomes while maintaining operational efficiency at scale. Attendees will gain insight into real-world architectural elements, governance models, and impact metrics from large-scale production systems.
The session provide a candid perspective on the challenges of deploying AI in enterprise environments, including organizational alignment, regulatory complexity, and consumer trust, and how leading teams overcome these barriers.
Attendees will learn:
- How to design AI systems that deliver fair, accessible and equitable CX across millions of users.
- Real-world approaches to scaling personalization while maintaining privacy and governance.
- How to measure impact beyond conversion, towards inclusion and outcomes.
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