Speakers

SESION TITLE

Product’s New Job: Defending CX Moats in AI

SESSION DESCRIPTION

In 2025, AI agents and “vibe coding” collapsed the time-to-ship advantage, letting new entrants replicate journeys fast. This keynote shows how product leaders keep an end-to-end customer experience coherent—across marketing, onboarding, in-product value moments, and support—by aligning non-product leaders to an outcome-led roadmap, and by building trust, governance, and data advantages that AI can’t easily copy.

ABOUT CONOR BURKE-GAFFNEY

Conor Burke-Gaffney is VP of Product, Customer Experience for Experian’s D2C business. He leads end-to-end experience product strategy across external entry points such as CRM and social, product journeys that drive high-value actions, and the operational pathways that support membership, account servicing, and dispute resolution. His work focuses on connecting upstream intent to downstream outcomes, reducing cost-to-serve while improving trust and activation. Conor partners closely with marketing, operations, analytics, and customer care to align roadmaps to measurable business results. He speaks on building durable experience advantages in regulated environments and on how GenAI is reshaping product development, organizational decision-making, and competitive dynamics.