Design an AI-first Service Experience w/ Brett Weigl, Oracle

AI is challenging the traditional constraints and expectations of service operations, changing how organizations deliver value, measure success, and supplement human judgment with intelligent automation. As AI agents become increasingly able to handle anything from routine tasks to complex processes, leaders face new challenges that transcend the technical capabilities: How to ensure quality experiences and manage a hybrid human and AI workforce so they can maintain trust, elevate service, and operate effectively in an AI-powered environment?

Join us as host John Carroll sits down with Brett Weigl, Oracle’s VP of Product Management, Oracle Fusion Service and Field Service. Together, they’ll discuss why AI agents need clear roles, escalation paths, and accountability just like human team members, and why service experience design should precede automation. Brett will share lessons from large-scale implementations and examines how frontline roles, analytics, and orchestration are evolving in a world where humans and AI collaborate, offering practical insight for leaders navigating the future of service.

Brett Weigl drives the product strategy and product development for AI-first self-service, assisted customer service, and field service at Oracle. With a proven track record as a product leader at Salesforce, ExactTarget, and Genesys, Brett is a recognized expert on the strategic convergence of AI, CRM, and many cloud technologies that are transforming the future of service and customer experience.