About
Hilary Burcell is a product marketing executive specializing in AI-driven customer experience and enterprise communications. As Product Marketing Director at Dialpad, she is focused on bringing AI innovations that improve contact center performance and customer outcomes to market. With nearly two decades of experience advising B2B and B2C technology companies, she has built and scaled go-to-market strategies, market & competitive intelligence, and positioning programs rooted in deep market insight. Throughout her career, she has driven the strategic adoption of emerging technologies to accelerate growth and customer value.
Session
SESSION
SPEAKER
Day 2 · Thursday, September 3, 2026
12:30 pm - 12:45 pm ET
Agentic CX That Drives Real Outcomes: A Blueprint For Next-Generation Customer Teams
Every business should truly know its customers. Every business should truly know its customers. This presentation explores why disconnected AI tools cannot deliver that understanding—or improve what happens next. It makes the case for a connected, governed system that brings together customer interactions, people, AI agents, workflows, and outcomes, and identifies practical ways for any company to get started with AI. The result is smarter workflows, stronger human-AI coordination, and a business that can learn from every interaction.
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