Tacha Gregory

Executive Vice President of Digital & Customer Experience State Farm

Day 1 (24 February)

8:45 AM OPENING PANEL: Securing Executive Buy-In for Customer Experience: What Actually Drives Investment, Adoption, and Scale?

Most organizations have no shortage of customer data, yet many CX leaders still struggle to secure executive buy-in and investment. The challenge isn't collecting more data - it's translating customer insight into metrics that resonate in the boardroom.

Explore how to tell a more compelling story with your data and position CX as a driver of operational efficiency, revenue growth, cost reduction and business performance, not just customer satisfaction.

• What evidence most effectively influences executive stakeholders and boards?

• When do customer insights and satisfaction measures matter most, and when do other business drivers carry greater weight?

• How competitive benchmarks and market trends influence investment decisions.

• The role of operational efficiency, productivity, and cost-to-serve improvements in funding Customer Experience initiatives.

• Common pitfalls that prevent organizations from moving from pilot programs to enterprise-scale adoption.

• How leaders build coalitions across business, technology, and customer facing teams to sustain long-term investment.

• How do you define the ROI of experience: more revenue, more channel adoption or reduction of cost to execute?

Day 2 (25 February)

11:30 AM PANEL DISCUSSION: To AI or Not to AI: When Is Automation Not Appropriate?

As automation capabilities continue to expand, the real challenge is no longer identifying where automation is possible, but whether automation is appropriate.

Hear from this cross-industry panel on their real-life learnings and how and why they defined boundaries for automated service, and how they ensure a 'human is in the loop' when required.

• How do you define your brand's no-gos and identify the moments where human expertise and empathy should never be compromised?

• Preventing 'approval fatigue' through strict audit trails

• Building continuous monitoring processes that protect both your customers and your brand, ensuring automation enhances experiences without creating unnecessary risk or eroding trust

• What can you do to ensure you are meeting customers where they are and on their terms, not yours?

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

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