re:imagine 2025 Agenda
12:00 PM – 7:00 PM
Registration
1:00 PM – 2:30 PM
Mastering Agentic AI: Hands-On Workshop
This session repeats at 3:00 PM. Please choose either the 1:00 PM or 3:00 PM session.
Join AI experts Cobus Greyling and Murali Raghuram at Kore.ai re:imagine 2025 for an exclusive hands-on pre-event workshop. Learn to build advanced Agentic AI Applications using the new Kore.ai Agent Platform and gain insights from two of the industry’s leading voices. Additionally, Kore.ai customers get exclusive access to their own platform instance to start experimenting immediately. Don’t miss this opportunity to learn, build, and innovate!
2:30 PM – 3:00 PM
Networking Break
3:00 PM – 4:30 PM
Mastering Agentic AI: Hands-On Workshop
5:00 PM – 9:00 PM
Welcome Reception
7:00 AM – 3:00 PM
Registration
7:30 AM – 8:25 AM
Breakfast
Expo & AI experience area
8:30 AM – 8:45 AM
Welcome & Kick-off
Kore.ai CMO, Michael Kropidlowski
8:45 AM – 9:15 AM
Reimagine business with AI
Kore.ai CEO & Founder, Raj Koneru
The pace of AI innovation is unprecedented. Raj will discuss why its important to reimagine the business operations with AI and what needs to be done today, to build the future with AI.
9:15 AM – 9:45 AM
Ways to think about AI
Independent Analyst & Researcher, Benedict Evans
The presentation will lay out today’s generative AI landscape, the key strategic questions for what happens next, and how companies can think about building and deploying products and services in the new platform shift.
9:45 AM – 10:15 AM
Networking Break
Expo & AI experience area
10:15 AM – 11:00 AM
The Future of Agency
Kore.ai CTO, Prasanna Arikala
11:00 AM – 11:20 AM
Industry leader spotlight
Inception, a G42 company CEO, Dr Andrew Jackson
11:20 AM – 11:40 AM
AWS AI spotlight
AWS Enterprise AI lead
11:40 AM – 12:00 PM
Reimagine Work – Applying AI at Scale with Morgan Stanley
Morgan Stanley, Head of AI, Shailesh Gavankar
The conversation will address the critical transition from proof-of-concept to production, offering actionable advice for organizations looking to deploy AI for employee productivity at scale. Attendees will gain valuable perspectives on navigating the complexities of enterprise AI adoption, including process implementation, team education, and achieving tangible outcomes.
12:00 PM – 1:00 PM
Lunch
Lunch in Expo & AI experience area
1:00 PM – 3:00 PM
Breakout Sessions
3:00 PM – 3:30 PM
Networking Break
Expo & AI experience area
3:30 PM – 4:00 PM
Gartner Mainstage Keynote
Gartner, Director – Emerging Tech & Trends, Danielle Casey
The session will provide an overview of how Generative AI is being adopted across industries and business domains by evaluating hundreds of Gartner-collected case studies. Product leaders will learn where use-case activity is concentrated versus where opportunity is emerging, and where generative AI is delivering value versus where it may struggle. Come to this session to augment your use-case strategy and plan for the future.
4:00 PM – 4:20 PM
Transforming Service: Vanguard’s Journey to High-Efficiency Automation
Vanguard
Head of VWS Operations, Riaz Abdul
Head of VWS Technology Strategy & Services, Keyur Parikh
At last year’s Kore.ai conference, Vanguard was inspired by the possibilities of automation. Today, they stand on the stage to share their journey since that day. In just a short period, Vanguard’s VWS implemented a strategic automation plan, achieving high self-service containment and significantly reducing contact center call volumes for their launched use cases. This presentation will delve into their rapid test-and-scale approach, and outline their vision for future automation advancements.
4:20 PM – 4:30 PM
AI Insights with Deepgram
Deepgram, Chief Marketing Officer – Praveen Rangnath
4:30 PM – 5:00 PM
Human and AI: How to lead the narrative and manage change effectively
The rise of AI presents both incredible opportunities and significant challenges. Join our expert panel as they delve into the critical topic of navigating the human-AI dynamic. Discover how to craft a compelling narrative that fosters trust and collaboration, and learn practical strategies for managing organizational change effectively. This session will equip you with actionable insights to lead your team through the AI revolution, ensuring a future where humans and AI work seamlessly together.
5:00 PM – 5:30 PM
Digital Deception
Digital Deception fuses magic and technology in an entertaining, customizable stage show performed by two of the country’s most exciting industry practitioners: Doug McKenzie and Ryan Oakes.
This interactive show seamlessly integrates the technology platforms and gadgets we know and use everyday; mobile phones, social media, GPS, text messaging, and even drones.
5:30 PM – 5:45 PM
Wrap Up
5:45 PM – 7:30 PM
Networking Reception
Expo & AI experience area
7:30 am – 8:20 am
Breakfast
Expo & AI experience area
8:30 am – 8:35 am
Welcome & Kickoff
Kore.ai CMO, Michael Kropidlowski
8:35 am – 9:05 am
Co-Creating the Future of Work: Integrate Humans Into Your AI Capabilities Stack
Forrester VP, Research Director, James McQuivey, Ph.D.
As AI continues to accelerate the pace of change in the workplace, companies are finding that the ROI of the technology depends utterly on the degree to which the people in the workforce who use those technologies embrace and learn to innovate with them. As Forrester’s Future of Work research director, McQuivey will explore how smart organizations are investing in both the technology and the people, enhancing productivity and innovation across the board, emphasizing that your AI tool investment is not something you do to your employees, or even that you do for them, but something you do with them.
You’ll learn:
1. Why AI tools are the ultimate workforce productivity multiplier
2. How empowered employees will use AI tools to co-create your organization’s future
3. How to prepare yourself as a leader to shape and guide an AI-enhanced workforce
9:05 am – 9:30 am
Data-Driven Engagement: How Al-Futtaim Leveraged AI to Reimagine Customer Rewards
Al-Futtaim Group Chief Technology & Data Officer, Geeta Raghuvanshi
Al-Futtaim’s reimagined Blue Rewards App uses AI and data analytics to personalize customer engagement for over 2.1 million users. This session explores how AI drives tailored rewards, offers, and experiences, enhancing loyalty through features like personalized points and gamification. Learn how Al-Futtaim, with partners like Kore.ai, leverages data-driven strategies to transform customer relationships and drive business growth in the digital age.
9:30 am – 10:10 am
From Pilot to Production: Bridging the gap between Promise and Reality
Many organizations embark on AI initiatives with ambitious visions, but scaling these pilots to enterprise-wide production presents a formidable challenge. This panel brings together seasoned enterprise leaders who have successfully navigated this journey. They will share their firsthand experiences, revealing the critical steps, unexpected hurdles, and invaluable lessons learned in transforming AI promise into tangible reality. Discover how to effectively bridge the gap between initial pilots and scalable solutions, ensuring your AI investments deliver lasting impact and drive meaningful business outcomes. This session will equip you with practical strategies and real-world insights to accelerate your AI journey and avoid common pitfalls
10:10 am – 10:50 am
Networking Break
Expo & AI experience area
10:50 am – 11:40 am
AI Insights with BCG
BCG Managing Director & Senior Partner, Matthew Kropp
11:40 am – 12:00 pm
Building the AI Improvement Flywheel: How Leading Enterprises Are Scaling Safe, Aligned, and Reliable AI
Collinear AI Founder and CEO, Nazneen Rajani
As AI moves from pilot to production, the stakes get higher—and so do the expectations for safety, reliability, and brand alignment. But most organizations lack a structured way to turn real-world feedback into system-wide improvements. In this session, we’ll explore how top enterprises are building feedback flywheels to systematically enhance AI outputs across dimensions like safety, reasoning quality, and alignment with brand values. With real-world case studies from Fortune 500 companies, you’ll learn practical strategies for closing the PoC-to-production gap and setting your AI up for long-term success.
12:00 pm – 1:00 pm
Lunch
Expo & AI experience area
1:00 pm – 3:20 pm
Breakout Sessions
3:20 pm – 4:00 pm
Networking Break
4:00 pm – 4:20 pm
Reimagining Service: Guidewell’s Strategic Evolution with AI
Guidewell VP Digital, Anne Hoverson
Building on last year’s AI success, this session explores Florida Blue’s(Guidewell) strategic evolution in human-centered AI. We’ll discuss scaling AI to achieve significant results, including increased call containment and CSAT, while also increasing empathy and personalized service. Learn how Guidewell navigates digital transformation as a business critical initiative, using AI for efficient call summarization and sentiment analysis, ultimately enhancing member experience and operational efficiency.
4:20 pm – 5:10 pm
Innovation Awards Ceremony
5:10 pm – 5:15 pm
Closing remarks & reflections
5:30 pm – 6:00 pm
Departures to offsite event
6:00 pm – 9:30 pm
Event at Universal CityWalk
8:00 am – 10:00 am
Breakfast
10:00 am
Event Concludes
Discover the breakout tracks
Explore in-depth discussions and thought leadership across key AI topics.
Reimagine Work
Visualize a workplace where employees have instant access to the info they need, spend less time on tedious tasks, and can focus on high-impact work.
- Boost productivity and unlock levels of efficiency
- Enhance support and automation for operations
- AI model and data management
Reimagine Process
Transform how the enterprise handles complex operational workflows and task automation with AI, unlocking new levels of efficiency previously out of reach.
- RAG search for customer and employee use cases
- Automate complex workflows with Agentic AI
- Streamline with AI Agents for maximum ROI
Reimagine Service
Elevate service strategies by leveraging AI to drive effectiveness and efficiency while at the same time increasing customer satisfaction and loyalty.
- Elevate experiences across service-driven industries
- AI support for service representatives
- Transform customer operations with AI
Explore the breakout sessions
Get a closer look at our focused sessions to reimagine business value with AI.
April 30, 2025
1:00 pm – 1:50 pm
AI for Work
Boost Productivity and Automate the Everyday With AI For Work
AI is reshaping how we work—by 2030, over 30% of tasks could be automated, and employees are ready to embrace it.
In this session, discover a fast-track approach to AI adoption that delivers results in no time. Learn how permission-aware search simplifies data access, how pre-built AI Agents reduce workloads, and how employees can build AI-powered Agents to automate everyday tasks—securely, responsibly, and at scale.
April 30, 2025
1:55 pm – 2:45 pm
AI for Work
From Search to Prompts: How AI-Powered RAG is Transforming the Workplace
What if your employees could find precisely what they need in seconds without sifting through endless documents and emails?
In this session, discover how one enterprise transformed workplace efficiency with RAG-based AI search. Learn how AI-driven search and agents accelerate knowledge discovery, eliminate information bottlenecks, and empower employees to make faster and smarter decisions.
April 30, 2025
3:15 pm – 4:05 pm
AI for Work
Work Smarter, Not Harder: Automate Enterprise Workflows with AI
Repetitive tasks slow down teams and drain productivity—but they don’t have to.
This session explores how enterprise-wide automation can enable employees to take control of their workflows and automate hundreds of tasks quickly and securely. See how AI Agent automation optimizes operations, ensures compliance, and reduces costs—all while giving employees back valuable time.
May 1, 2025
1:00 pm – 1:50 pm
AI for Work
Reimagine Your Workforce: Human + AI Agents for the Productivity Era
In today’s workplace, true productivity starts with hiring the right people—and continues by empowering them through every step of their journey with AI-powered experiences.
From screening candidates and searching for information to helping employees complete routine tasks through self-service, AI Agents work alongside your teams to deliver seamless, personalized experiences across the employee lifecycle—from recruitment to internal mobility and continuous feedback.
Hear how AMD is using AI to elevate the employee experience—demonstrating how humans and AI together are driving the future of work.
May 1, 2025
1:55 pm – 2:45 pm
AI for Work
AI Agents for IT: Automate, Optimize, and Elevate IT Operations
In today’s fast-paced workplace, productivity depends on seamless, responsive IT support. But with rising demands and limited resources, IT teams need smarter solutions to stay ahead.
In this session, explore how Kore.ai’s pre-built AI Agents are powering the future of work—automating ticket creation and resolution, streamlining service requests, and proactively supporting employees through conversational AI. By reducing manual workloads and accelerating issue resolution, AI Agents help IT teams boost productivity across the organization.
May 1, 2025
1:55 pm – 2:45 pm
AI for Work
The state of Enterprise AI
TBD
April 30, 2025
1:00 pm – 1:50 pm
AI for Process
From Chaos to Clarity: Automate Complex Workflows with an AI Agentic Platform
Traditional business process automation technologies and AI point solutions often fall short when it comes to handling nuanced decision-making, integrating across functions, and connecting seamlessly with enterprise systems, databases, and tools—especially under the demands of stringent security and compliance standards.
In this session, we’ll take a realistic look at the transformative potential of AI agentic flows: teams of AI agents purpose-built to optimize enterprise workflows. Explore how a no-code platform empowers both business teams and technical leaders to build, orchestrate, and manage AI agents. Transition from AI experimentation to project deployment with confidence and unlock new levels of operational efficiency.
April 30, 2025
1:55 pm – 2:45 pm
AI for Process
From CUX to AX: Transforming Customer Experiences with Agent Nodes and AI for Process
Join us on a transformative journey from conventional customer experiences (CUX) to truly agentic experiences (AX).
This session demonstrates how Agent Nodes revolutionize virtual assistants by enabling the shift from deterministic dialog flows to dynamic, context-aware interactions. You’ll discover how to personalize customer engagement using both existing customer data and real-time learning, creating hyper-personalized experiences that adapt to individual needs and communication styles.
Finally, we’ll explore how AI for Process takes customer service to the next level, enabling virtual assistants to proactively complete tasks and processes on behalf of customers, without requiring direct interaction. Learn how this comprehensive approach not only reduces response times and streamlines operations but fundamentally reimagines what’s possible in customer experience delivery.
April 30, 2025
3:15 pm – 4:05 pm
AI for Process
Implementing and Scaling RAG Search for Customer and Employee Use Cases
Join us to discover how to create a powerful, user-friendly search tool that can transform the way your organization accesses and shares knowledge. In this session, we’ll show you how to design and implement a search solution that empowers every employee—regardless of their role or technical expertise—to quickly find accurate, up-to-date information across your entire company.
By making information easily accessible, you can enhance productivity, support better decision-making, and foster a more collaborative work environment. Learn how a well-built search tool can ensure your team always has the right information at their fingertips, improving both efficiency and overall employee satisfaction.
May 1, 2025
1:00 pm – 1:50 pm
AI for Process
AI Prompting Demystified: Strategies to Maximize Generative AI’s Capabilities
Explore prompting strategies to get the most out of AI models for business process automation. Learn how to compare AI model responses, rapidly iterate on prompt development, and contextualize prompts to get more accurate responses.
May 1, 2025
1:55 pm – 2:45 pm
AI for Process
Building AI You Can Trust: A Journey of Continuous Validation
This session explores how enterprises can navigate the complexities of generative AI adoption by reducing the incidences of AI not performing as expected. As AI evolves from experimentation to operational deployment, success hinges on embedding continuous validation into every step of the journey—from aligning AI objectives with business strategy to dynamically evaluating models in real-world enterprise workflows. Addressing the challenge of model drift is crucial, as evolving data and environmental factors can degrade AI model performance over time. By fostering transparency, mitigating bias, and ensuring governance, enterprises can manage these shifts, turning generative AI into a trusted driver of innovation. This approach unlocks its full potential while maintaining accountability and compliance in high-stakes environments.
May 1, 2025
3:15 pm – 4:05 pm
AI for Process
Get a sneak preview into the latest innovations from our R&D team
Join us for an exclusive, closed-door session where we will showcase our latest thinking and insights hand-picked from thousands of GenAI experiments. Discover what’s on the horizon for AI innovation and gain early access to transformative developments that will shape the future of enterprise automation. Don’t miss this chance to connect, learn, and explore what’s next in AI technology—directly from one of the industry’s thought leaders.
May 1, 2025
3:15 pm – 4:05 pm
AI for Process
Elevating Retail Experiences with AI-Powered Personalization & Associate Assistance
Today’s customers expect seamless, intuitive interactions—whether shopping online or in-store. With 73% expecting businesses to anticipate their needs, retailers must leverage AI or risk losing customers to competitors.
Join industry leaders as they showcase real-world AI applications in retail. Learn how Al Futtaim enhances self-service with AI-powered virtual assistants that personalize recommendations and drive conversions, while (customer TBD) equips store associates with AI-driven knowledge to deliver expert guidance and boost sales.
Through real-world customer scenarios, discover how AI-driven solutions elevate customer satisfaction, build brand loyalty, and maximize revenue. The future of retail is intelligent—AI is the key to unlocking it.
April 30, 2025
1:55 pm – 2:45 pm
AI for Service
How Generative AI Continues to Enhance Customer Engagement in the Contact Center
In this session, we’ll provide essential product updates for Contact Center AI and Quality AI. Attendees will discover the latest features across our customer service offering to streamline operations, enhance agent assistance to boost performance, and apply quality assurance tools to improve customer service and operations.
Join us to explore how our Contact Center, Quality Assurance and other advanced solutions can help you upgrade your customer service organization. And how you can apply them to your business to transform your contact center.
April 30, 2025
3:15 pm – 4:05 pm
AI for Service
Orchestrating Customer Delight: AI Agents as the Future of Self-Service
Harness the power of orchestrated AI agents to deliver seamless, intelligent self-service that customers prefer across digital and voice channels. In today’s competitive landscape, enterprises struggle with disjointed self-service solutions that fail to meet customer expectations. This session showcases how Kore.ai’s Agent Platform delivers transformative outcomes through DialogGPT-powered orchestrated autonomy to fully autonomous agentic applications—allowing you to choose the right approach for each use case based on complexity and organizational readiness.
Kore.ai offers enterprise-grade security and compliance regardless of where you are in your AI journey. Our flexible approach combines varying levels of agent autonomy with voice technology sophistication. We’ll demonstrate how enterprises can seamlessly handle complex transactions and knowledge inquiries while progressing from streaming ASR/TTS implementations to advanced real-time voice APIs.
Discover how leading organizations achieve 50-70% faster resolution times while significantly enhancing customer satisfaction across channels. You’ll gain practical strategies to position your enterprise at the forefront of AI-powered customer experience.
May 1, 2025
1:00 pm – 1:50 pm
AI for Service
Unlocking the Full Potential of AI-Powered Agent Assistance
According to McKinsey, agent assistance tools can reduce average handling time by up to 30%. Forrester reports that AI assistance boosts first contact resolution rates by up to 20%.
In this session, we’ll provide essential product updates for Agent AI. Attendees will learn how AI-powered agent assistance empowers agents in real time to deliver exceptional service, while enhancing their confidence and decision-making capabilities. Participants will understand how Agent AI streamlines workflows, offers personalized support, and integrates seamlessly into existing contact center operations and see real-world examples of implementations and the results achieved.
May 1, 2025
1:55 pm – 2:45 pm
AI for Service
AI in Healthcare: Elevating Patient and Member Experiences through Automation
With over 60% of healthcare consumers expecting faster, more personalized support, AI is reshaping how providers, payers, and life sciences organizations deliver care—automating processes, streamlining interactions, and optimizing workflows.
Join industry experts Dr. Anthony C. Chang and Michael Duke of Guidehouse as they share real-world examples of how AI is transforming revenue cycle operations and improving patient care. Learn how AI-driven automation is helping expand access, reduce wait times, and boost efficiency—while supporting the Quintuple Aim: better patient experience, improved population health, lower costs, enhanced provider well-being, and greater health equity.
May 1, 2025
3:15 pm – 4:05 pm
AI for Service
Transforming Financial Services with Generative AI: Innovations in Banking, Insurance, and Wealth Management
The financial services industry is undergoing a profound transformation with the rise of generative AI. In this session we’ll explore how banking, insurance, and wealth management organizations are leveraging AI to enhance customer experiences, empower employees, and automate critical processes.
Join us for an engaging panel discussion with industry experts and learn through real-world success stories how AI-powered automation, self-service solutions, and seamless integrations with platforms like Jack Henry and FIS are delivering measurable ROI and reshaping the future of financial services.
May 1, 2025
3:15 pm – 4:05 pm
AI for Service
AI Innovations in Travel & Hospitality: Enhancing Experiences, Empowering Employees, and Optimizing Operations
Join industry leaders and Kore.ai experts for a dynamic, moderated panel discussion on the transformative power of AI in travel and hospitality.
Discover how AI is enhancing the traveler experience, empowering frontline employees, and optimizing operations for large travel and hospitality companies. Gain insights into real-world applications, key challenges, and emerging opportunities as experts share their vision for the future of AI-powered travel and hospitality. Don’t miss this opportunity to hear firsthand how AI is shaping the industry’s next era of innovation.
April 30, 2025
3:15 pm – 4:05 pm
Deepgram – Partner Session
Modernizing Enterprise Interactions Through Voice AI
Voice AI is becoming central to how enterprises deliver support, streamline workflows, and scale service across channels—but most speech systems weren’t built for real-time performance. In this session, learn how Kore.ai and Deepgram partner to power voice AI agents that are fast, reliable, and designed for enterprise use cases like contact centers, IVRs, and virtual assistants.
You’ll see how Deepgram’s low-latency, enterprise-grade speech models integrate with Kore.ai’s conversational AI platform to deliver accurate, natural-sounding responses across high-volume environments. Plus, hear a real-world case study showing how this voice infrastructure works in action—reducing costs, improving resolution times, and elevating the customer experience.