Smarter Service: How AI Is Shaping the Future of Customer Experience

Facilitated by: 

Bill Magnuson, Founder/CEO, NexusBlue

In 2025, artificial intelligence is no longer hype—it’s the engine powering the next evolution of customer experience (CX). From conversational ordering and robotic fulfillment to predictive service flows and AI-curated loyalty ecosystems, AI is creating immersive, intelligent CX environments that scale personalization and operational efficiency.

This session offers a forward-looking guide for business leaders, operators, and innovators navigating the shift to AI-driven experiences. While rooted in real-world success stories from brands like McDonald’s, Wendy’s, and Burger King, the insights apply across fast food, retail, hospitality, and other service-driven industries. Whether you're optimizing in-store service, virtual ordering, or digital touchpoints, this session will help you see where AI is going—and how to get there first.

Key Takeaways

Bill Magnuson is the CEO and Co-Founder of Braze, a leading customer engagement  platform that powers real-time, personalized experiences across digital channels. Since co-founding the company in 2011, Bill has played a central role in its growth from startup to global enterprise, previously serving as CTO. An MIT-trained engineer, he brings a deep background in computer science, data systems, and user-centric product design. Before Braze, he held roles at Google and Bridgewater Associates. Bill is a recognized thought leader on the intersection of AI, marketing, and customer experience.

Agenda:

8:15 - 8:30am check-in, lunch & networking

8:30 - 10:00am workshop

Sponsorships available!