Hilary Scherer is the Principal Product Manager for GenerativeAgent at ASAPP, leading enterprise implementations and development of generative AI for customer experience. With over a decade of experience in technology delivery and deployment, she specializes in helping Fortune 500 organizations adopt AI solutions that drive real business results.
Day 1: Nov 12, 2025
10:00 am
INDUSTRY EXPERT: BREAKTHROUGH CX
Leveraging Generative AI Agents to drive safe and more efficient Customer Journeys
Contact centers are under pressure to deliver faster, more seamless customer experiences, yet many transformation efforts fall short, adding tools without fixing the underlying model. Generative AI offers a new path forward, enabling more natural, adaptive interactions while raising important questions about safety, governance, and even scalability. Build trust into Gen AI design, put the right guardrails in place, and rethink workforce roles as AI takes on more routine tasks with:
- Guardrails and frameworks that enable safe, scalable deployments
- Real-world examples of where generative AI is already driving CX impact
- Ways to evolve workforce roles as AI handles more routine tasks
Embed trust and governance into generative AI from the start
Day 2: Nov 13, 2025
