Leadership priorities
Customer experience: what enterprise AI leaders are working on
21%
of 734 themed leaders · 155 leaders
AI strategy
59%
Digital transformation
53%
Operational efficiency
48%
Analytics & decisions
38%
Talent & culture
37%
Growth & partnerships
31%
Data platforms
28%
Data governance
26%
Customer experience
21%
Source: 734 CIO Vision leader profiles with at least one priority theme, from 742 leaders in the series. Leaders can be counted in more than one theme.
Leaders using data and AI to understand customers and improve every interaction. The focus is on personalisation, service, digital channels and customer insight.
Leaders working on Customer experience
Cyrus Pang
Director, Asia Head of Claims | Global Head of Customer and IP Claims Excellence | Asia AI Lead, Swiss Re Corporate Solutions
Next: Singapore · 13 Nov 2026
Ipshita Chakraborty
Director, Data Science & Applied AI - Global Product Strategy & Ops, HelloFresh
Next: New York · 13 Nov 2026
Fay Flevaras
Chief Digital Information Officer, Australian Government Department of Health and Aged Care
Next: Sydney · 20 Nov 2026
All 155 leaders
Ashish DibouliyaCyrus PangEmmanuel Bloch-FischEric TalbotIpshita ChakrabortyKelvin LeLee SarkinMarko CetkovicWee Ming KohAngelo ClaytonDevesh MaheshwariFay FlevarasAbhishek SharmaBianca HoBjörn LundbergDaniel LiJacky TingJimmy AuJoseph IpNathan PetraliaRomain BarraudSiva VenkatYannick EvenAnand SinghalAvidypta GuhaBinu VargheseMark LawsonPrachi PriyaShuki LichtShyam VaidhyanathanChirag SukhadiaFerdian RobiantoHendyanto ChengIhsan FauziMadhan SeduramanRestu KresnadiRonny TanSufyan MasoodYonatan Kristiono GunadiAddhyan PandeyAlice HuangErin MittenRajaraman SrinivasanSamir ShahVishal PandyaAtish KumarFidens SimanjuntakManzur MahtabMatsutani AdelaMayoran RajendraAlain BoeyIja MohanKong Siong LinLim Kim WuiSerena SeeVictor CheongDr. Katia WalshJackie CaraballoLakshmanan MeyyappanMaria LaverghettaNurtekin SavasParul Bordia DoshiRaghu KolathRandy YanoshakVictor DavidsonVictor S.Y. LoAjinkya MoreElan PanneerselvamGurpreet AtwalMigen ShehuPrakhar MehrotraSamiksha GourSukhveer SinghTony BatallaAamer CharaniaMruna AsooriSailesh MishraAanchal DattaAshleigh BynumDavid HeNirmala SistlaRandi LevinScott WestSuresh PunnaBenoit DoumasDavid R. HardoonFan YangManolis PerrakisSantosh NairTinku GuptaVijayarajan SundararajanAqel KhanGannon OsburnHoang RichterHuzefa HakimJake RadenJeff JohnsonJonathan SmithMuhammad AliRajan NarayananRakesh ReddyCormac BreenEffie KilmerGeorge DawsonJoel LangeNitesh JainNoel OzoemenaVladimir BendikowAmine MansourArun Alex PhilipDaniil DemitrovJoseph NadiKamal El AghaOrlando BeakbaneRam JalanSachin KumarShashank SridharanZameel JafferAndrew BennettCarlos AguilarDavid FapohundaGary SorrentinoJames BarrettRahul LathSashank MustiAlexander LissArun VermaArvind RajagopalanAshwin ThotaBillie S.Bob RappCorinne StroumElizabeth BarayugaFawad MemonGeoff GodfreyGowtham NairJabir PatelJason G. CooperJeff XiaJoseph KavanaghKathryn FloresManav MisraMichael ArchuletaPankaj ChopraParminder BhatiaPaschalis PetalasRajeev KapurSandeep PandeySnehal KaranjkarSrinivas AkellaTodd LilienthalVishal ChawlaXi LiangAndrea FarrisILun H.
Conversations in the room
Workshop: If you had to place just AI bets for the next 18 months, and defend them to your board, what would they be and why?
Because every group brings leaders from different sectors, the real value is in the discussion that gets them to those bets. As they debate, they'll be mapping thier thinking against three questions: 1. Universal priorities — which AI bets came up regardless of industry? These are the moves that appear to matter for every enterprise, and are likely the safest, highest-conviction investments. 2. Industry-specific priorities — which bets were driven by the particular realities of their sector, its regulation, margins, customers, or operating model? These reveal where context should override the "best practice" everyone else is chasing. 3. What they can borrow — which AI use case from another industry in their group could deliver real value if they brought it home? The mixed room is designed to surface ideas they'd never encounter within their own sector
Panel Discussion: Agentic AI and the Future of Enterprise Growth
The future of enterprise growth is closely tied to the adoption of agentic AI, which offers capabilities far beyond traditional AI by enabling autonomous execution. This panel will examine how agentic AI enables continuous improvement in business processes, drives competitive differentiation through faster innovation cycles, and supports customer experiences. Leaders will discuss how to build resilient enterprise architectures that fully leverage agentic AI’s potential. They will also explore strategies for aligning AI initiatives with organizational goals, addressing ethical and governance considerations, and preparing the workforce for AI-driven transformation.
Panel Discussion: Transforming Enterprises with AI - The Success Stories
As AI adoption expands from experimentation to enterprise-level implementation, understanding sector-spanning success stories becomes essential. This panel will explore how AI drives operational efficiency, smarter decision-making, and personalized experiences at scale. Leaders will discuss methods to align AI initiatives with business goals and address pressing issues around ethics, governance, and workforce adaptation. Panelists will examine methods for turning AI insights into actionable strategies that impact business performance.
Panel Discussion : Transforming Industries with AI: Enterprise Success Stories
As AI adoption expands from experimentation to enterprise-level implementation, understanding sector-spanning success stories becomes essential. This panel will explore how AI drives operational efficiency, smarter decision-making, and personalized experiences at scale. Leaders will discuss methods to align AI initiatives with business goals and address pressing issues around ethics, governance, and workforce adaptation. Panelists will examine methods for turning AI insights into actionable strategies that impact business performance.
The Vision Talk : Agentic AI Is Not an Automation Strategy. It Is an Operating Model Question.
As organizations move from AI experimentation to agentic AI, treating agents simply as the next step in automation can prevent successful adoption. This talk explores why deploying agentic AI requires leaders to rethink the operating model, particularly around decision-making authority, accountability, and the data foundation that agents rely on. Through a relatable end-to-end customer journey in the property development industry, the session examines how agentic AI can transform customer service across multiple touchpoints and departments, while highlighting where these workflows can break down. The discussion will explore the key organizational decisions leaders need to make before putting their first AI agent into production.
The Vision Talk: AI Transformation - New Ways Of Working
The next phase moves AI beyond pilots into how the enterprise actually runs. Priorities follow business value and ROI, starting with supply chain, customer service, order entry, and software development. A dedicated enablement team drives delivery on a foundation of disciplined buy-versus-build decisions, a secure platform and AI-ready data products. Tiers of training builds an AI-first culture, while live governance policies keep adoption responsible and fast.
Show all 13 conversations
Panel Discussion: Agentic AI and the Future of Enterprise Growth [パネルディスカッション：エージェンティックAIとエンタープライズ成長の未来]
The future of enterprise growth is closely tied to the adoption of agentic AI, which offers capabilities far beyond traditional AI by enabling autonomous execution. This panel will examine how agentic AI enables continuous improvement in business processes, drives competitive differentiation through faster innovation cycles, and supports customer experiences. Leaders will discuss how to build resilient enterprise architectures that fully leverage agentic AI’s potential. They will also explore strategies for aligning AI initiatives with organizational goals, addressing ethical and governance considerations, and preparing the workforce for AI-driven transformation. [エンタープライズの成長の未来は、自律的な実行を可能にするエージェンティックAIの導入と密接に結びついています。このパネルでは、エージェンティックAIがビジネスプロセスの継続的な改善をどのように実現し、より速いイノベーションサイクルを通じて競争上の差別化を促進し、顧客体験を支えるかを検討します。リーダーたちは、エージェンティックAIのポテンシャルを最大限に活用するための強靭なエンタープライズアーキテクチャの構築方法について議論します。また、AIイニシアティブを組織目標と整合させ、倫理・ガバナンス上の課題に対応し、AI主導の変革に向けて人材を準備するための戦略についても考察します。]
Panel Discussion : Transforming Industries with AI: Enterprise Success Stories [パネルディスカッション：AIが産業を変える――エンタープライズ成功事例]
As AI adoption expands from experimentation to enterprise-level implementation, understanding sector-spanning success stories becomes essential. This panel will explore how AI drives operational efficiency, smarter decision-making, and personalized experiences at scale. Leaders will discuss methods to align AI initiatives with business goals and address pressing issues around ethics, governance, and workforce adaptation. Panelists will examine methods for turning AI insights into actionable strategies that impact business performance. [AI導入が実験段階からエンタープライズレベルの実装へと拡大する中、業界を横断した成功事例から学ぶことの重要性が増しています。このパネルでは、AIが業務効率の向上、より高度な意思決定、そして大規模なパーソナライズされた顧客体験をどのように実現しているかを探ります。リーダーたちは、AIイニシアティブをビジネス目標と整合させる方法、倫理・ガバナンス・人材適応といった課題への対応策について議論します。AIから得られるインサイトを、ビジネスパフォーマンスに直結する実行可能な戦略へと転換するアプローチを考察します。]
Panel Discussion: Transforming Industries with AI: Enterprise Success Stories
As AI adoption expands from experimentation to enterprise-level implementation, understanding sector-spanning success stories becomes essential. This panel will explore how AI drives operational efficiency, smarter decision-making, and personalized experiences at scale. Leaders will discuss methods to align AI initiatives with business goals and address pressing issues around ethics, governance, and workforce adaptation. Panelists will examine methods for turning AI insights into actionable strategies that impact business performance.
Panel Discussion: The Boardroom Conversation - How CXOs Shape AI Strategy
AI has become a central focus in the boardroom, compelling CXOs to work closely together to lead comprehensive AI strategies that balance innovation, governance, and tangible business outcomes. As AI technologies reshape industries and customer expectations, executive collaboration is vital for aligning AI initiatives with organizational goals, managing risks, and embedding ethical considerations at the highest level. This panel will explore how top leaders are jointly adapting this rapidly evolving digital ecosystem to drive sustainable value.
Panel Discussion: Transforming Industries with AI - Enterprise Success Stories
As AI adoption expands from experimentation to enterprise-level implementation, understanding sector-spanning success stories becomes essential. This panel will explore how AI drives operational efficiency, smarter decision-making, and personalized experiences at scale. Leaders will discuss methods to align AI initiatives with business goals and address pressing issues around ethics, governance, and workforce adaptation. Panelists will examine methods for turning AI insights into actionable strategies that impact business performance.
Vision Talk: From AI Strategy to AI-Native Execution:
The evolution of the data and AI leader’s scope - from data warehousing and BI to generative and agentic AI - and why this shift fundamentally changes expectations of impact and accountability. How governments can deliver a quantum leap in citizen experience by moving beyond bolted-on AI toward truly AI-native platforms, and the realities of doing this at scale in a regulated environment. Key lessons from execution: building AI talent at scale, resisting technology hype cycles, and anchoring AI transformation in outcomes, trust, and disciplined operating models.
The Illusion of AI Productivity — Why AI ROI Slips Away—and Four Enterprise Stories That Solved It
In this keynote-style talk, Rémy Thellier confronts the “illusion of AI productivity”—the growing gap between individual time savings and enterprise-level ROI. While AI adoption is accelerating, most organizations still struggle to translate usage into measurable economic outcomes. The core argument is simple: ROI doesn’t fail because models aren’t good enough; it fails because workflows, governance, operating models, and measurement systems aren’t redesigned to capture value. To move from pilots to profit, Rémy is joined by four guest leaders from four of Snowflake’s most strategic AI/ML ecosystem partners. Together, they present a series of customer stories showing how enterprises convert AI from isolated productivity boosts into measurable financial impact—by embedding AI into governed data foundations, integrating it directly into operational workflows, and tying initiatives to concrete economic levers: cycle-time reduction that accelerates revenue, external spend compression, and operational risk reduction. Examples include an agentic application for IT software license management that identifies waste and automates reclamation, and a centralized, AI-powered marketing & sales decision engine that unifies signals across channels to improve pipeline quality, conversion, and execution speed. Designed for CDOs and CAIOs, the session delivers pragmatic shortcuts to results: repeatable patterns, proven metrics, and implementation playbooks that help leaders move beyond “hours saved” to board-ready outcomes—faster time-to-value, safer scale, and durable ROI.
From CIO Vision Pulse
A published Pulse finding for this priority is not yet available.