Dave Ugan

Chief Technology Officer AAA

Agenda Day One

12:00 PM PRESENTATION: BREAKING THE RULES: SIMPLYFYING FRAGMENTED OPERATING MODELS TO FIX CX AT SCALE

As organizations grow through federated structures, complexity multiplies, conflicting rules, inconsistent processes, and fractured ownership quietly undermine customer experience and brand relevance.

This session explores how CX leaders are simplifying fragmented operating models to restore clarity, speed, and trust across customers, partners, and internal teams.

• Why fragmented rules and operating models create friction customers feel

immediately.

• How simplification and standardization unlock consistency without

sacrificing flexibility.

• What CX leaders must redesign to make data, personalization, and loyalty

actually work at scale.

Check out the incredible speaker line-up to see who will be joining Dave.

Download The Latest Agenda

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