Upgrade 2026: Research to Reality
Fireside: From Research to Reality: Reimagining CX for the AI Era
Nimesh Mehta, Chief Information and Strategy Officer, National Life Group
Summary
Customer experience isn’t defined by a single interaction, channel or moment. It’s the cumulative effect of every decision, interaction and system across a business—experienced as one continuous reality by the customer.
In complex industries like insurance, that reality is shaped across product, policy, operations, service and technology. Each part of the business contributes to the experience, whether intentionally or not. As AI becomes embedded across these systems, organizations have a new opportunity—not just to optimize individual touchpoints, but to rethink how experiences are created end to end.
This conversation will explore what it takes to reimagine customer experience at that level: where friction truly comes from, how leadership decisions shape the experience, and how organizations bring people along to make it real.