TBW ADVISORS LLC

Category: Research

Whisper Report: How can we integrate AI-driven customer service solutions with our existing IT infrastructure?
Published to clients: July 3, 2025 ID: 2079

Published to Readers: July 4, 2025

Email Whispers Released: August 11, 2025 8am

Public and Video Edition Released: August 11, 2025 11am

Analyst(s): Dr. Doreen Galli

Photojournalist(s): Dr. Doreen Galli

Abstract:

“Integrating AI customer service with existing IT systems starts by setting clear business goals. AI should enhance, not disrupt, current workflows and streamline real-time support. Every organization has unique systems, so tailored integration is essential. A major challenge is fragmented data—making robust pipelines and clean, synchronized data critical. Accurate timestamps and system compatibility across platforms are key to ensuring effective AI performance and a smooth digital transformation journey.”

Target Audience Titles:
- Chief Information Officer, Chief Technology Officer, VP/Director of IT Operations, Enterprise Architects
- Chief Customer Officer, VP/Director of Customer Services/Success, Contact Center Operation Managers
- Solution Architects, DevOps & IT Administrators, Customer Support Agents, Data Scientists and ML Engineers
Key Takeaways
- Start with clear business goals so AI enhances workflows without causing disruptions.
- Tailor integration to your unique tech environment to avoid inefficiencies.
- Reliable, clean, and synchronized data pipelines are essential for effective AI-driven customer service.
How can we integrate AI-driven customer service solutions with our existing IT infrastructure?

We took the most frequently asked and most urgent technology questions straight to the technologists gathering at Customer Connect Expo 2025 held at the Las Vegas Convention Center. This Whisper Report addresses the question regarding how can we integrate AI-driven customer service solutions with our existing IT infrastructure? As Ford’s Dr. Kalifa Oliver shared, “first we need to break down our needs and our goals and figure out which pieces of AI actually build efficiencies in our IT systems because right now there are too many systems that are fragmented.” With ALL AI projects, it is best to start with the business goal not the technology. We do not want to spend resources to integrate technology that goes unused. Furthermore, the context of the business goal helps guide engineers when they have design choices to make.

Customer Service Workflows

AI in Customer Service is all about optimizing and improving the customer service workflow to lead to maximum customer satisfaction. As Zaon’s Jason Kaufman shared, “using artificial intelligence tools within the organization to actually help drive and make more efficient the processes that go into place in order to support good customer service. For example, leveraging artificial intelligence to actually analyze chats real time community forums real time. Actually monitoring that (the communities) helping to gain insights about what your customers have questions about so that you can leverage the AI to actually generate the knowledge on the fly to actually provide that (information removing confusion) back to them real time as if it’s another person on that community thread.” The nonobvious challenge in achieving this solution is best described by Claritiv’s CEO Sean Gigremoss. “Everybody has workflows. Every company is unique. What tools do they use? What products do they use now? Do we need to build it?” In other words, every organization has a unique, highly mixed environment with varying degrees of maturity both in the technology itself and the organization’s ability to deploy technology.

Verse.ai’s Zac Brooksher recommends focusing on complimenting the current workflows and processing. “We can integrate AI driven customer service solutions using full funnel metrics understanding all of the conversations the timestamps the channels the appropriate team members what next steps are all integrating into existing systems and processes just to complement what the current workflows and data processing is today like.” Any technology not realizing it is complimenting an existing process will instead create process interrupts. The distinction really is a big difference.

The Challenge: Data is everywhere!

As Claritiv’s Sean Gigremoss shared, data is everywhere! “They make it so easy for us to integrate because in the end that’s important because all the data are in this different .. disparate systems. You need information from Salesforce you need information from zoom you need information from slack you need information from your database you need information from your customer’s database so to be able to do that you need to make sure that you’re using the tools or you’re partnering with companies that help you so that you can focus on what you do best.”

But the data isn’t just everywhere, it comes from everywhere. The first obvious location was shared by Enthu.ai’s Atul Grover, “we integrate with the telephony at the dialer.” And the rest such as the web and email communications, “we ingest that using an API driven environment.” Diabolocom specializes in capturing all that occurs between the customer and the organization on mobile devices. As Diabolocom’s Benjamin Shakespeare shared, “with our mobile solution that we are about to release

the market .. So all field reps anybody who is using a cell phone today with every interaction they have on their phone our AI will then score that call transcribe it and push it directly into the CRM So any lack of compliance that you are seeing today in your organization from people that are not sitting behind a computer that will be no longer.”

Where the magic happens!

Now that we understand we are complimenting the existing customer experience workflows for the benefit of the customer experience and that data is everywhere, what can we do? As Macy’s Siva Kannan Ganensan shared, “you need to make sure your data pipeline is very robust when we talk about all this AI integration data is the core so make sure the data is cleansed and always readily available ready to serve with that we’ll be able to integrate an into your existing architecture or in your organization.”

Figure 1. Compliment Workflows & Leverage Robus Data Fabric

It’s all about the data infrastructure! You need robust data pipelines as part of your data fabric to seamlessly integrate any new AI offering as depicted in Figure 1. AND you must ensure data quality. For example, data quality is paramount when dealing with timestamps of customer communications. What time zone is your organizational standard? Do your IT systems work in that time zone, and do you know what systems provide timestamps in other formats or time zones? Is that true for any and all corporate acquisitions feeding data into the system? Is the system designed to handle the variety of daylight savings time scenarios? Are all the clocks adjusted for daylight savings automatically or manually? Finally, are the timestamp clocks aligned? To the second or to the minute? It’s valuable to know if you can look at time as fact or approximation in your organization. If your organization is going through any type of digital transformation, it is critical to get the best advice available to ensure your success. Ensure your success by scheduling your inquiry with a TBW Advisors advisor before starting any critical phase of your digital transformation journey. Get the smartest advice available and leverage our firsthand experience to your advantage.

Related playlists
1. Whisper Report: How can we integrate AI-driven customer service solutions with our existing IT infrastructure
2. Conference Whispers: Customer Connect Expo 2025
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©2019-2025 TBW Advisors LLC. All rights reserved. TBW, Technical Business Whispers, Fact-based research and Advisory, Conference Whispers, Industry Whispers, Email Whispers, The Answer is always in the Whispers, Whisper Reports, Whisper Studies, Whisper Ranking, The Answer is always in the Whispers, and One Change a Month, are trademarks or registered trademarks of TBW Advisors LLC. This publication may not be reproduced or distributed in any form without TBW’s prior written permission. It consists of the opinions of TBW’s research organization which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, TBW disclaims all warranties as to the accuracy, completeness or adequacy of such information. TBW does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by the TBW Usage Policy. TBW research is produced independently by its research organization without influence or input from a third party. For further information, see Fact-based research publications on our website for more details.
July 3, 2025
Whisper Report: What are the best practices for enhancing cybersecurity in FinTech?
Published to clients: June 26, 2025 ID: 2066

Published to Readers: June 27, 2025

Email Whispers: TBD

Public with Video Edition: TBD

Analyst(s): Dr. Doreen Galli

Photojournalist(s): Dr. Doreen Galli

Abstract:

To strengthen cybersecurity in FinTech, experts emphasize a layered approach that combines technology and human awareness. Rising threats like phishing, smishing, and fraud demand not just better tools but also vigilant, well-trained employees. Embedding security scans into software development, analyzing diverse data signals, and adopting a “defense in depth” strategy are all critical. Ultimately, staying curious, asking the right questions, and embracing evolving technologies—especially AI—can help organizations stay ahead of cyber risks.

Research available only to clients at this time.

^*When vendors’ names or quotes are shared as examples in this document, it is to provide a concrete example of what was on display at the conference or what we heard doing our research, not an evaluation or recommendation. Evaluation and recommendation of these vendors are beyond the scope of this specific research document.

Related playlists
Corporate Headquarters

2884 Grand Helios Way

Henderson, NV 89052

©2019-2025 TBW Advisors LLC. All rights reserved. TBW, Technical Business Whispers, Fact-based research and Advisory, Conference Whispers, Industry Whispers, Email Whispers, The Answer is always in the Whispers, Whisper Reports, Whisper Studies, Whisper Ranking, The Answer is always in the Whispers, and One Change a Month, are trademarks or registered trademarks of TBW Advisors LLC. This publication may not be reproduced or distributed in any form without TBW’s prior written permission. It consists of the opinions of TBW’s research organization which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, TBW disclaims all warranties as to the accuracy, completeness or adequacy of such information. TBW does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by the TBW Usage Policy. TBW research is produced independently by its research organization without influence or input from a third party. For further information, see Fact-based research publications on our website for more details.
June 26, 2025
Whisper Report: What are the best practices for enhancing cybersecurity in healthcare?
Whisper Report: What are the best practices for enhancing cybersecurity in healthcare?

Published to clients: June 18, 2025 ID: 2063

Published to Readers: June 19, 2025

Email Whispers: TBD

Video Edition: TBD

Analyst(s): Dr. Doreen Galli

Photojournalist(s): Dr. Doreen Galli

Abstract:

Cybersecurity in healthcare is responsible for protecting the data that represents the life’s story of patients and infrastructure to enable proper care. Managing and securing the plethora of edge devices and the interoperability of all the technologies is an increasing challenge. There are four steps to take to enhance your healthcare cybersecurity: select a framework, leverage depth in defense, automate where possible, and test your environment.

Analysis is only available to clients at this time.

^*When vendors’ names or quotes are shared as examples in this document, it is to provide a concrete example of what was on display at the conference or what we heard doing our research, not an evaluation or recommendation. Evaluation and recommendation of these vendors are beyond the scope of this specific research document.

Related playlists
1. Whisper Report: HIMSS: Question 1: How can AI be effectively integrated into healthcare systems??
2. Conference Whispers: HIMSS 25
Corporate Headquarters

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©2019-2025 TBW Advisors LLC. All rights reserved. TBW, Technical Business Whispers, Fact-based research and Advisory, Conference Whispers, Industry Whispers, Email Whispers, The Answer is always in the Whispers, Whisper Reports, Whisper Studies, Whisper Ranking, The Answer is always in the Whispers, and One Change a Month, are trademarks or registered trademarks of TBW Advisors LLC. This publication may not be reproduced or distributed in any form without TBW’s prior written permission. It consists of the opinions of TBW’s research organization which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, TBW disclaims all warranties as to the accuracy, completeness or adequacy of such information. TBW does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by the TBW Usage Policy. TBW research is produced independently by its research organization without influence or input from a third party. For further information, see Fact-based research publications on our website for more details.
June 18, 2025
Conference Whisper: Identiverse 2025
Published to clients: June 10, 2025 ID: TBW2083

Published to readers: June 11, 2025

Published to Email Whispers: August 18, 2025

Publicly Published with video edition: August 18, 2025

Analyst(s): Dr. Doreen Galli

Photojournalist(s): D. Doreen Galli

Abstract:

Identiverse 2025 welcomed 3,300+ attendees to Mandalay Bay – nearly a 20% gain over 2024. Featuring 250+ sessions and 150 exhibits all on one floor, the event was smooth and accessible. Keynotes and sessions emphasized teamwork, resilience, and collaboration, while exploring AI in identity, decentralized credentials, and zero-trust implementation. Exhibitors showcased innovations from selfie-based authentication to intelligent access control and secrets vault cleanup. The shift from Aria to Mandalay Bay marked a new chapter for the expanding event, which returns to Mandalay Bay in 2026.

The Conference
- Identiverse 2025 was held at Mandalay Bay Convention Center, a move from Aria in 2024. It hosted 3300 attendees, 250 sessions and 150 exhibitors.
Cautions
- Friendly reminder: this research provides examples of what was shared with us at the event, not an evaluation, validation, or recommendation of the given technology.
TAGS

Identiverse 2025, digital identity, identity security, zero trust, AI in cybersecurity, decentralized identity, verifiable credentials, identity governance, privileged access management, IAM, IGA, cybersecurity conference, Mandalay Bay, authentication, biometrics, secrets management, SSO, MFA, ITDR, access control, enterprise security, digital trust, identity trends, identity innovation, conference highlights, tech expo, identity tech, identity solutions, cybersecurity trends, identity keynote, identity management

Conference Vibe

After over 53 videos, almost 200 minutes of content only 2 escalator rides, 30,000 steps and over 25 fact checks, our coverage of 2025 Identiverse ends. The event spanned 4 days, had over 250 speakers, 150 exhibits and with over 3300 attendees – 700 more registered over last year. Registration went very smooth with rarely any waiting time. Interestingly, we were informed many registered late. Executives realize that reducing risks and therefore related losses is a viable path to protecting profits in uncertain times. This year’s event took place at Mandalay Bay Convention Center, a change from Aria last year. Most enjoyed the conference taking place all on the same floor. It was great to see the conference grow and expand. Like all changes, there were the old timers yearning for the days when they all packed into too small rooms at Aria. Unfortunately, some of the sessions located physically further from Expo Hall reported some in person attendance challenges from those too tired to walk to the room. The event featured a full collection of meals. We were able to capture the Tuesday Seminar’s Lunch and the lunch on Wednesday in Expo Hall.

While at Identiverse, we conducted research for three additional forthcoming Whisper Reports for our clients. The playlists are unlisted but available and will eventually fill in with the video version of the report so you may wish to bookmark these playlists.
Readers and viewers wishing to experience the entire event are encouraged to view the Conference Whispers: Identiverse Playlist in its entirety. Once the video edition is available, the playlist will be sited as a pinned comment on the video edition. It is also easy to locate any previous Conference Whispers playlists through TBW Advisors Website under Subscribers research/Conference Whispers.

Keynotes and Sessions

Identiverse is absolutely one of those events where regardless of the amazing session you choose, you are aware you are also missing an incredible session – or two. Fear of missing out was rampant. Fortunately, we were able to capture 53 videos for our clients and subscribers. The first Keynote featured John Pritchard, CEO of Radiant Logic. Titled, “Identity isn’t a solo Game” it drove home the message that one cannot succeed in identity without collaboration with the professionals around you throughout the organization and with others in the industry.

Another frequently referred to keynote featured the UK’s Hanna Rutter who is realizing their government digital identity solution. In her talk she spoke about the challenges of such a decentralized digital identity solution and how she is overcoming roadblocks on her path to success. A much in demand topic regarding identity challenges in the realm of AI was presented by Richard Bird. A tech talk held in the expo hall was hosted by Microsoft. Their tech talk covered the hot topic of ITDR, Identity threat detection and response.

Exhibits

Identity is a topic found not only in the expo halls of Identiverse, but was also seen in the halls of HIMSS, Fintech Meetup, Money 20/20 and ISC West just to name a few. What is interesting is the different manners of vendors describe their technology. At ISC West, vendors in the expo hall spoke in terms of a solution. They would always emphasize the PII information is not on the badge, rather a hash of the biometric data which enables verification is provided instead. While this was not clarified on the videos at Identiverse, the vendors later disclosed the same technical approach that was taken on the technology captured at Identiverse. If you are seeking a tap-in to sign-in on a shared device for your organization, Imprivata was in the expo hall with their solution. If you would like to verify the customer requesting the high-risk transaction is the same customer who signed up for the account, Panani shared their technology. Keyless offers a solution to authenticate high risk actions with a selfie. If you are an engineer developing a solution and need the capability to onboard customers, no need to start at square one! PropelAuth provides an out of the box identity capability you can add on to your solution to onboard customers! Seeking to manage your remote teams and seeking a cost effective out of the box solution to provide SSO and MFA? Cubeless shared their free and easy SSO and MFA solution made for you.

Is managing privileges gotten to be too much for you and your organization? Apono Unified Access Management is an intelligent solution that aims to provide just enough just in time privilege for human and non-human-identities (NHI). Oasis goes one step further in managing AI Agents’ Identity, provisioning, deprovisioning and cleaning up stale accounts. Are your coders overwhelmed trying to identity what secrets vault to use so they land up hardcoding the secret? Is your organization suffering from identity vault sprawl? GitGuardian was on hand with their solution that can assist you in identifying and remediating secrets vault sprawl.

Expo hall also featured quite a few IGA (identity governance and administration) and PAM (privileged access management) platforms. Omada captured their 25-years’ IGA experience into a free best practice framework. This framework includes use cases and related configuration recommendations for their platform, Omada Identity Cloud. Lumos shared their agentic AI autonomous IGA solution. This solution can even recommend what privileges a new employee should get based on their role and department. If you have a small but complex environment, Clarity Security has an IGA solution targeted at your organization.

Keeper Security shared their zero-knowledge identity solution for endpoints. Their solution is referred to as zero knowledge as the customer’s data is encrypted on the endpoint with the customers key; meaning, Keeper Security has no access to customer data whatsoever. Bridgesoft shared their complete identity platform that also can adapt and include any components that may already exist in your environment. Specializing at the start of the process, CyberSolve helps organizations commence new identity programs. Looking for IAM services across the portfolio? Simeio was on site there to offer guidance. Clients are reminded to schedule an inquiry to review the current state of your identity program. If you are seeking to expand it or modernize it, we will produce an inquiry plan to guide you along the journey even if you are working with an outsource provider or consultant.

Next Year’s Conference

Identiverse will once again be held at Mandalay Bay Convention Center June 15-18, 2026.

^*When vendors’ names are shared as examples in this document, it is to provide a concrete example of what was on display at the conference, not an evaluation or recommendation. Evaluation and recommendation of these vendors are beyond the scope of this specific research document. Other examples products in the same category may have also been on display.

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©2019-2025 TBW Advisors LLC. All rights reserved. TBW, Technical Business Whispers, Fact-based research and Advisory, Conference Whispers, Industry Whispers, Email Whispers, The Answer is always in the Whispers, Whisper Reports, Whisper Studies, Whisper Ranking, The Answer is always in the Whispers, and One Change a Month, are trademarks or registered trademarks of TBW Advisors LLC. This publication may not be reproduced or distributed in any form without TBW’s prior written permission. It consists of the opinions of TBW’s research organization which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, TBW disclaims all warranties as to the accuracy, completeness or adequacy of such information. TBW does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by the TBW Usage Policy. TBW research is produced independently by its research organization without influence or input from a third party. For further information, see Fact-based research publications on our website for more details.
June 10, 2025
Whisper Report: How can AI and machine learning transform media and entertainment?
Published to clients: May 29, 2025 ID: 2076

Published to Readers: May 30, 2025

Published to Email Whispers: July 7, 2025

Video edition: July 7, 2025

Analyst(s): Dr. Doreen Galli

Abstract

AI is transforming media and entertainment, reshaping workflows and automating the tedious. This shift isn’t new—it’s an evolution already well underway. While concerns about disruption persist, AI is proving to be a powerful tool that enhances efficiency, making content more accessible and refining quality. From metadata enrichment to streamlined production, AI empowers professionals by eliminating the mundane and allowing more focus on creativity. Rather than replacing jobs, it shifts how work gets done, seamlessly integrating with existing processes to unlock new possibilities in storytelling, production, and distribution. The industry is adapting, and AI is at the heart of that transformation.

Target Audience Titles:

Chief Technology Officer, Chief Supply Chain Officer, Chief Digital Officer

Chief Data Officer, Chief Marketing Officer, Chief Content Officer

Head of AI and Machine Learning, Data Scientists

Product Managers, Content Managers, Sound Engineers, Distribution Engineers

Production Technologists, Streaming Platform Developers

Chief Technology Officer, Chief Supply Chain Officer, Chief Digital Officer

Key Takeaways
- AI is transforming workflows, automating the tedious, and reshaping media and entertainment.
- Efficiency gains let creators focus on storytelling while AI enhances accessibility and searchability.
- AI isn’t replacing jobs—it’s evolving how work gets done, integrating seamlessly into production processes.
How can AI and machine learning transform media and entertainment?

We took the most frequently asked and most urgent technology questions straight to the Technology experts gathering at NAB Show 2025. This Whisper Report addresses the question regarding how can AI and machine learning transform media and entertainment?

Setting the Stage

As DeepDub’s Oz Krakowski stated, “We see is a lot of the work that was done before is now done in different.” These changes have already hit the headlines for as Dell Technologies’ Tom Burns pointed out, “Everybody’s all concerned with Gen AI but of course the writers and actors strikes were all about that.” Thus this AI transformation is not new but rather is currently underway. Latakoo’s Jade Kurian offered this perspective. “The question now is how do we do this thoughtfully? How do we do it in a way that we don’t compromise ethics – where we don’t compromise people’s jobs? How do we make it flow back and forth where we take advantage of AI and machine learning to make our lives easier, make our lives better, and make entertainment and media better.” Cinnafilm’s Dom Jackson suggests we take another step back to gain a larger perspective, “There’s a lot of fear around AI and those technologies and in that sense, I see those as part of a continuum of ongoing automation processes that have been going on since the industrial revolution. Everyone’s always scared when something new comes along and then very quickly it becomes normal and it empowers us to work in new and different and usually more efficient ways.” See Figure 1 for the Cornucopia of AI use cases suggested. Let’s explore some of those new, and different, more efficient ways.

AI Use Cases in Media

One thing is for certain, there is no shortage of opportunity for AI to positively impact the media and entertainment sector. The favorite use case among all users, as Strada’s Michael Cioni put it, “AI is best for our industry as a utility form to do the mundane tasks .. we need AI that automates mundane tasks like color correcting sound noise reduction, video audio noise reduction, face tagging, locations, objects, emotions – those are all the things that no one wants to sit and log footage. AI can log it for us.” Or per Ross’s David Green, “AI is going to make us more efficient and more effective and let us focus on what we love doing which is creating amazing content.” No matter which perspective you prefer – the elimination of the mundane or the freeing up to do the fun parts – AI is here to stay in media workflows. As Dell’s Tom Burns observed, “Machine learning has already transformed media and entertainment in so many invisible ways from security to fixing single pixel defects to all kinds of low-level network functions and automated provisioning.”

When it comes to all that stored media, there are plenty of suggestions of how AI can assist as well. Per SNS’s Alex Hlavaty, “It actually can be an incredibly helpful buddy to sort through the stuff we don’t want to do parse through petabytes worth of information. Help us find assets more quickly and just interact with our data in a much more meaningful way while reducing man hours doing things that are laborious.” . Eon Media’s Greg Morrow observed, “our customers have large libraries of video files that only have a file name or have just a a small title. We really enriched those assets with information to make those assets more usable by identifying people places things emotional sentiment um ethnicity as part of those assets.” Dell Technologies’ Tom Burns denoted, “One of the GEN AI things that is proving to be useful is for companies that have large archives or studios that have that have the rights holders to a lot of content, using AI to extend the metadata and inform them of what they actually have in their archive allows them to make that more searchable and therefore more monetizable on.” Increasing metadata for the purpose of search and the related business cases that come from having truly searchable content is a common theme. As Axle.ai’s Sam Bogoch simply stated, if, “they can’t find it they can’t reuse it.”

In some of the use cases such as sound editing, it has completely transformed the task at hand. As DeepDub’s Oz Krakowski observed, “just like you cannot imagine a graphics designer not using Photoshop it’s unheard of right however 20 years ago this was extremely questionable nowadays thinking of doing voice design and editing dialogues without using AI.” Ross’s David Green offers additional suggestions, “things like camera tracking so instead of having to every single second manually figure out where things are and do manual keying you know markers and those sort of things we can use AI to automatically be able to do those things .. instead of having to flip through a manual.” Dell’s Tom Burns observed, “when you render your VFX AI upsampling has gotten so good now that you can render at 2K and up to 4K and it looks better than if you rendered at 4K in the first place.” Wow! Upsampling rendering better than if it was 4k in the first place – now that is an improvement – by definition. Localization is another area that has been drastically impacted by AI. Today, with AI tools such as Yella Umbrella are, “making content accessible to users that wouldn’t have access to it normally either because there’s no one to localize that content or just because the content that they want to access is not available in the accessibility form that they prefer.” If the form you prefer isn’t about language but more about duration, Magnify’s Ken Ruck shares today one can, “edit automatically (and) create clips automatically.” Clients may recall our coverage of Conference Whispers: NAB Show 2023 when automated shorts were first highlighted.

One of the most treasured advancements is that of workflow automation. As Eon Media’s Greg Morrow stated, “workflow automation to improve the efficiency of a media organization in order for the people in the organization to create higher value content and less of the drudgery work.” In other words, AI can transform Media and Entertainment by enabling all to do more with less. But if you are worried about your job, Cinnafilm’s Dom Jackson assured, “strangely ultimately people always end up having jobs they’re different jobs but people always end up with plenty of work.”

Related playlists
1. Whisper Report: How can AI and machine learning transform media and entertainment?
2. Conference Whispers: NAB Show 2025
Corporate Headquarters

2884 Grand Helios Way

Henderson, NV 89052

©2019-2025 TBW Advisors LLC. All rights reserved. TBW, Technical Business Whispers, Fact-based research and Advisory, Conference Whispers, Industry Whispers, Email Whispers, The Answer is always in the Whispers, Whisper Reports, Whisper Studies, Whisper Ranking, The Answer is always in the Whispers, and One Change a Month, are trademarks or registered trademarks of TBW Advisors LLC. This publication may not be reproduced or distributed in any form without TBW’s prior written permission. It consists of the opinions of TBW’s research organization which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, TBW disclaims all warranties as to the accuracy, completeness or adequacy of such information. TBW does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by the TBW Usage Policy. TBW research is produced independently by its research organization without influence or input from a third party. For further information, see Fact-based research publications on our website for more details.
May 29, 2025
Whisper Report: How can we enhance our cybersecurity measures to protect against emerging Cyber Physical threats?
Published to clients: May 20, 2025 ID: 2073

Published to Readers: May 21, 2025

Email Whispers: June 13, 2025

Video Edition: June 13, 2025

Analyst(s): Dr. Doreen Galli

Photojournalist(s): Dr. Doreen Galli

Abstract:

As cyber and physical security continue to merge, proactive, multi-layered strategies are essential to safeguard critical assets in interconnected environments. Secure data practices, including encryption for data in transit and at rest, during compute, and ensure compliance with high security standards. Architectural resilience is crucial, integrating cybersecurity from the outset rather than retrofitting outdated systems. Correlating physical and cyber events provides valuable context. Finaly, digitizing workflows streamlines response efficiency, minimizing the window of vulnerability during attacks.

Target Audience Titles:
- Chief Technology Officer, Chief Security Officer
- Chief Information and Security Officer, VP of Cybersecurity
- Director Cyber Physical Security, Security Analyst
- Cybersecurity Engineer, Incident Response Analyst
Key Takeaways
- Data must be encrypted at rest, in transit, and during execution.
- Cyber Physical security requires a securely designed architecture from the start.
- Cyber and physical threats must be correlated.
- Only a digitized workflow can respond with the required speed to cyber physical threats.
Secure data

As with all security, cyber physical security must also be concerned with, “ data security and encryption … that’s data in the device, data in transit, data in rest at the servers, and so all of those things we have the highest level standards and we also meet more advanced requirements, “ Bioconnect’s Edsel Shreve. The solution should be flexible enough to enable any data protection requirements that come into play. Edsel Shreve went on to further explain, “for example you need to do certificate rotation for things like TLS encryption So we can do those things not every customer wants them but those are the things that we’ve actually got in our system for the folks that have those higher level requirements so it really is the combination of how do we make sure that they’re cyber secure sitting on the network and then how do we make sure that they’re physically and the data is secure on the on the readers and devices themselves.” In addition, TBW Advisors LLC recommends confidential computing architectures for protection and privacy during computations. For additional information see Industry Whispers: Public is Private – Confidential Computing in the Cloud.

Secure Architecture

Taking a 1968 mustang and updating it to 2025 safety standards would be quite the challenge and likely land up with an ugly beast that is neither safe nor resembling of a mustang. Cyber physical security is no different than safety. It must be thought of and integrated from the very beginning. As LVT’s Steve Lindsey explained, “it starts with architecture if we can rethink our architectures and we can start building for cyber security in mind.” The challenge of physical cyber security is that, “for the longest time in the physical security space we’ve been using on premise systems and as we’ve lifted and shifted those into the cloud .. what complicates that is as we’re deploying these systems it’ not just cloud to end User, it’s Cloud to IoT (Internet of Things) device which is going through usually public cellular or satellite infrastructure itself and there’s other things that need to be done to address that” Steve Lindsey.

Correlate Physical Cyber Events

The real power of cyber physical security is the two areas working together to correlate events. Through correlation, context and a greater understanding is realized. An example shared by Advancis’ Paul Shanks demonstrates this best. “Someone loses their badge and falls out of their pocket and they’re logged into the network from home and their badge is used at the building. Those two events by themselves are benign but we take that together and create a an alert for the operator to look into whether is it a Cyber attack or is it a physical attack.”

Digitize Workflow

As early as 2019 TBW Advisors LLC has been advising clients to automate security responses when possible for the simple fact you must. Ransomware attacks were already taking place within a 35-minute window. In 2025 the cyber physical attack vector also calls for automation or a digitized workflow at the very least. As Advancis’ Paul Shanks communicated, “we can take that and make that workflow digitized so that all they have to do is read click and go. Simple as that.”

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©2019-2025 TBW Advisors LLC. All rights reserved. TBW, Technical Business Whispers, Fact-based research and Advisory, Conference Whispers, Industry Whispers, Email Whispers, The Answer is always in the Whispers, Whisper Reports, Whisper Studies, Whisper Ranking, The Answer is always in the Whispers, and One Change a Month, are trademarks or registered trademarks of TBW Advisors LLC. This publication may not be reproduced or distributed in any form without TBW’s prior written permission. It consists of the opinions of TBW’s research organization which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, TBW disclaims all warranties as to the accuracy, completeness or adequacy of such information. TBW does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by the TBW Usage Policy. TBW research is produced independently by its research organization without influence or input from a third party. For further information, see Fact-based research publications on our website for more details.
May 20, 2025
Whisper Report: How can we ensure compliance with evolving regulations?
Published to clients: May 6, 2025 ID: 2066

Published to Readers: May 7, 2025

Published to Email Whispers: May 19, 2025

Public with video edition: May 20, 2025

Analyst(s): Dr. Doreen Galli

Photojournalist(s): Dr. Doreen Galli

Abstract:

To navigate evolving fintech regulations, experts at Fintech Meetup 2025 emphasized three key strategies: staying engaged with the field and regulatory agencies, structuring well architected stable solutions, and leveraging AI or Copilots. Together these proactive approaches help fintech firms stay ahead of regulatory shifts while maintaining security and efficiency.

Target Audience Titles:
- Chief Technology Officer, Chief Security Officer, Chief Information and Security Officer, Chief Trust Officer, Chief Compliance Officer, Chief Risk Officer
- Head of Product, VP of Product, Chief Marking Officer, Data Protection Officer, Director of Data Protection
- Enterprise Architect, Director of Data Governance, Chief Privacy Officer, Head of IT Audit
Key Takeaways
- Today’s security breaches are the source of tomorrow’s regulations.
- Security cannot be an afterthought; it must be planned from the beginning.
- Leverage AI and Copilots that are integrated with your processes to aid employees.
How can we ensure compliance with evolving regulations?

We took the most frequently asked and most urgent technology questions straight to the Fintech experts gathering at Fintech Meetup 2025. This Whisper Report addresses the question regarding how can we ensure compliance with evolving regulations? As Socure’s Matt Thompson shared, “I don’t think it’s enough in this space to be a passive Observer or responsive or reactionary to regulations, there’s a lot of Evolution right now happening.” Figure 1 shares three actions you can take to conquer evolving regulations.

Stay Engaged

One of the best actions an organization can take to stay on top of regulations is to stay engaged and in touch with the real world. First, real world happenings such as hacks define future regulations. As SecurityMetrics Matt Cowart shared, “QSA (Qualified Security Assessor) is really going to help you understand where you’re sitting at and as they are informed with the evolutions of technology and all the advances that are going on having them connected with real world teams.” Or as Matt Thompson of Socure suggested, “staying engaged with the regulators and the development of the regulations themselves.” If you know what the regulators are working on in draft, you will not be surprised when it becomes law. Keep in mind the reach of the company determines what exact regulators and what specific regulations apply. As OnFido’s Marie Millick shared, “we have a team of subject matter experts that are constantly researching. We also collaborate with the same team that works with interpole around everything around data privacy and identity.”

Structure Solutions for Stability

Many suggest the best way to be prepared for evolving scenarios of all types is to start with a robust and secure foundation. As Onbe’s Tony McGee shared, “our company is fully audited, fully solutioned and architected to protect the data.” This architecture doesn’t act alone but is complimented with strong processes. Tony McGee further explained, “ensuring that we build in the processes to make sure that every step of the way is a compliant one.” Together architecture and processes form a robust foundation. This robust foundation enables Onbe to ensure, “that the consumer understands all the fundamentals of the payout.”

Any clients at this phase should schedule an inquiry to receive guidance. We will set up a plan of inquiries during your journey to give you any guidance we may have or can gather to assist you. The plan should capture milestones including but not limited to strategy reviews, presentation reviews, and even architecture reviews.

Leverage AI and Copilots

Today, we are no longer left with antiquated tools. As Thetaray’s Adam Stuart pointed out, “the traditional rule-based systems you have to know what you’re looking for to build that rule but if you don’t know what you’re looking for and you’re looking for these new patterns and behaviors that people are using you can’t do that with the simple rule base which is why cognitive AI is such an important feature to include.” In other words, in addition to keeping up to date and starting with a solid foundation, the tool itself contributes to identification of potentially troubling patterns. Interface.ai’s Connor Tullilus draws us a picture of what this is like in the real world. “To be able in real time have a co-pilot AI assistant sitting behind the scenes to assist them in the day-to-day operations. One in real time being able to update your policies procedures while (two) being able to (use) the AI assistant hooking up with your current knowledge bases your share.”

^*When vendors’ names or quotes are shared as examples in this document, it is to provide a concrete example of what was on display at the conference or what we heard doing our research, not an evaluation or recommendation. Evaluation and recommendation of these vendors are beyond the scope of this specific research document.

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©2019-2025 TBW Advisors LLC. All rights reserved. TBW, Technical Business Whispers, Fact-based research and Advisory, Conference Whispers, Industry Whispers, Email Whispers, The Answer is always in the Whispers, Whisper Reports, Whisper Studies, Whisper Ranking, The Answer is always in the Whispers, and One Change a Month, are trademarks or registered trademarks of TBW Advisors LLC. This publication may not be reproduced or distributed in any form without TBW’s prior written permission. It consists of the opinions of TBW’s research organization which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, TBW disclaims all warranties as to the accuracy, completeness or adequacy of such information. TBW does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by the TBW Usage Policy. TBW research is produced independently by its research organization without influence or input from a third party. For further information, see Fact-based research publications on our website for more details.
May 6, 2025
Whisper Report: What are the biggest challenges of using generative AI in logistics?
Published to clients: April 28, 2025 ID: 2058

Published to Readers: April 29, 2025

Published to Email Whispers: May 8, 2025

Public: May 9, 2025

Analyst(s): Dr. Doreen Galli

Photojournalist(s): Dr. Doreen Galli

Abstract:

The logistics and supply chain sector faces significant challenges with data. Issues include non-existent data, inconsistent formats, manual errors, and lack of historical context. These problems stem from complex processes and resistance to change. Human-machine interaction adds another layer of complexity. Generic AI models struggle due to the unique demands of logistics. Despite these hurdles, there are opportunities for generative AI to enhance efficiency and provide valuable insights. Successful implementation requires accurate, context-rich data and a willingness to transform processes. Embracing AI can lead to improved operations and better decision-making in the logistics industry.

Target Audience Titles:
- Chief Supply Chain, Logistics Officer, Procurement, Technology, and Data Officers
- Supply Chain, Logistics, Procurement, Technology, BI
and Data Science Directors
- ERP Specialist, Supply Chain IT, Data Scientists, BI and related managers
Key Takeaways
- Inconsistent, incomplete, and manually entered data hinder AI’s effectiveness.
- Poorly structured processes and a reluctance to adopt AI-driven solutions slow innovation.
- Onboarding new suppliers and standardizing systems remains difficult.
- Generic AI models don’t understand logistics-specific challenges.
Biggest challenge using Generative AI in Logistics??

We took the most frequently asked and most urgent questions straight to the logistics and supply chain experts in the industry. This Whisper Report addresses the question regarding the biggest challenges using generative AI in supply chain and logistics. The first challenge, however, is not unique to that industry nor is it unique to generative AI. This challenge applies to a all analysis and analytics including all forms of AI – generative or not regardless the size of the models. Put simply, no matter how many ways you state it, when you put garbage data in you will get garbage results.

Tom Larson with ITS Logistics “bad inputs in = bad outputs.”

Balaji Gunter with Hoptek, “case of garbage in garbage out.”

Blake Donaldson with Nutrabolt, “quality of information.”

Obrie Scarborough with Wolley Digital Innovations, “good in good out.”

Jacob Hobbs with Cubiscan, “you are only as good as your data.”

Additional research on technology available to help with getting and cleaning data in supply chain and logistics is available in Conference Whispers: Manifest 2025 and Conference Whispers: Smart Retail Tech Expo.

Challenges Unique to Lo gistics and Supply chain?

Given the dominance of a common answer, this raises the question, is the sector of logistics and supply chain in worse shape versus other industries? More specifically, is the data itself within logistics and supply chain the problem and if so, why? Put simply and as depicted in Figure 1, the challenges go far beyond the data. As Don Addington of Cloud 9 Perception put it, “in logistics space there is a level of complexity that is more complex than others.” These complexities come in for the following reasons.

Figure 1. Challenges using Generative AI in logistics

Data doesn’t exist

There is an ideal digital world which is very different from the physical world. As Owen Nicholson from Slamcore pointed out, “If you are not seeing real world deployments with all the gnarly things that go wrong you are only creating idealized models that don’t work in the real world.” Distribution centers are full of human and robot workers as well as machines from multiple manufacturers. Unlike construction, many of these machines are in the same building they entered at the start of their usefulness as brand new machines long before generative AI term existed. Logistics is not the neat and tidy world of fintech transactions.

Data is inconsistent

As Ben Tracy of Vizion pointed out, “(many) skipped a few fundament steps, being useful and being reliable… They don’t monitor data quality, they don’t have consistency amongst data formats, and their systems are not exportable for the data that is inside of them.” Or what data professionals call it- ‘good old fashioned data quality’. To put it in the simplest terms possible, we all learned early in elementary school you need data in the same units to perform any math over the data. You do not add inches and feet together. You cannot add meters and feet together. You don’t speak globally about time without time zones. But perhaps most important, you cannot create data quality nor can you analyze data you haven’t or cannot export.

Data is manual and miss-keyed

If you are wondering how bad that data can be, Dawn Favier of Green Screens provided some hard facts, “its not uncommon to flag 35% of their (customers) data as dirty. Dirty meaning miss-keyed data, something tagged as full truck load when its partial.” Obviously, if one looked at data for a half truck and leveraged for a full truck, the resulting analytics are useless. With 35% of one’s data being dirty, there is work involved before you can even hope for insights.

Data lacks historical context
For any AI to be successful, you need massive amounts of data over a very small problem so the mathematics behind the AI can provide useful information. As Atit Shah of Chetu explained, “

Even if you have the right collection of data, you can generate incorrect forecasting. A lot of people do not have a huge history or the history of the records so they go into the gen AI because everyone is doing it but it doesn’t meet their expectation.“ No matter how powerful the technology, all forms of AI need good data. Furthermore, the data must have context to be useful for any advance form of AI including generative AI.

Bad Processes
One obvious reason for messy data is the messy, manual, and imprecise or undefined processes it represents. The biggest challenge as Bill Driegert of Flexport shared, is simply, “not slapping it (generative AI) on bad processes. There needs to be a lot of process engineering required to leverage AI.” If process re-engineering and establishing a clean data fabric is your organizations Mt. Everest, TBW Advisors LLC offers a lot of first-hand experience and expertise to teams and executive via inquiry. Any clients at this phase should schedule an inquiry to receive guidance. We will set up a plan of inquiries during your journey to give you any guidance we may have or can gather to assist you. The plan will cover milestones including but not limited to strategy reviews, presentation reviews, and architecture reviews. It is not an area to go through without a guide on your side even if the work is outsourced.

Resistant to change

It is always important to consider the culture of any organization when executing or desire to execute change management. As Erica Frank of Optimal Dynamics put it, “need to take a healthy assessment, how resistant are we to change, how are we going to challenge this from the top down.” As with any change management, executive buy-in with a business objective are critical to success. AI for the sake of AI is always a bad idea.

Perhaps the reason many in this space are resistant to change is the change is constant. As Jason Augustine of WNS put it, “Environment keeps changing every 3-6 months”. Thus discovering opportunities to align and integrate the transformational changes into these already occurring network constant changes is a less tumultuous approach.

Human Machine Interaction

Logistics, like manufacturing and construction, has a lot of machines in the loop. Those machines may or may not be intelligent machines. Thus as Dr. Mario Bjelonic of Rivr.ai shared, “the challenge will come up in terms of how the humans and robots will act as a team together.” Optimizing the total solution over this shared space is the true goal. But as one organization is optimized, what about working between each organization?

As Justin Liu from Alibaba.com stated, “biggest challenge what it can do and what it cannot do

is the on boarding suppliers cannot be done by AI”. That’s correct. Bringing each and every machine into the system, or each and every supplier and the complex of array of data that that suppliers managed to coalesce together IS ITSELF NOT standardized thus cannot be automated.

Can’t use Generic Gen AI

As Balaji Guntur of Hoptek pointed out, “Most of the models are very generalized.” “AI is data hungry, and you need to train it on real data. The biggest challenge Generative AI in logistics is that the generative models don’t know what logistics is doing. This is the main challenge,” Aviv Castro, Sensos. In summary, as best put by Nykaj Nair of Sugere, “you need data highly accurate data that is relative to the companies supply chain.”

Opportunities for Generative AI in Logistics

With all the challenges discussed, it may seem discouraging. It is important to realize the significant opportunity awaits thus easily providing business justification for the work to transform – carefully. As Justin Liu of Alibaba.com put it, “we are continuously adopting AI into our workflow into our latest and greatest features and functionalities to do their business more efficiently.” Rye Akervik of Shipsi believes the value is, “in adding it as a first layer to understand the (customer) issue.” Mick Oliver of Dexory shared, “We don’t see it as a challenge we see it as an opportunity and provide insights based on that data.” Rich Krul of Hoplite observed that the intelligent systems are, “way more efficient, people get their answers a little faster and thinks that is a good thing for the industry.” Most importantly as Georgy Melkonyan of Arnata pointed out, “Shouldn’t fear it (AI) is going to take your job, ai will not replace your job. The people that use ai are going to replace your job.”

^*When vendors’ names or quotes are shared as examples in this document, it is to provide a concrete example of what was on display at the conference or what we heard doing our research, not an evaluation or recommendation. Evaluation and recommendation of these vendors are beyond the scope of this specific research document.

Related Research and Playlist
Corporate Headquarters

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©2019-2025 TBW Advisors LLC. All rights reserved. TBW, Technical Business Whispers, Fact-based research and Advisory, Conference Whispers, Industry Whispers, Email Whispers, The Answer is always in the Whispers, Whisper Reports, Whisper Studies, Whisper Ranking, The Answer is always in the Whispers, and One Change a Month, are trademarks or registered trademarks of TBW Advisors LLC. This publication may not be reproduced or distributed in any form without TBW’s prior written permission. It consists of the opinions of TBW’s research organization which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, TBW disclaims all warranties as to the accuracy, completeness or adequacy of such information. TBW does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by the TBW Usage Policy. TBW research is produced independently by its research organization without influence or input from a third party. For further information, see Fact-based research publications on our website for more details.
April 28, 2025
Industry Whispers: Earth Day Technology Panel

Moderator: Dr. Doreen Galli, TBW Advisors

Doreen Galli

Chief of ResearchTBW Advisors LLC

Dr. Doreen Galli is the Chief of Research at TBW Advisors LLC. She’s led significant and measurable changes as an executive at IBM, DPWN, Dell, ATT, and most recently Microsoft. Dr Galli was Chief Technology and Chief Privacy Officer in Azure’s MCIGET. Gartner recognized Dr. Galli as an expert in data ingestion, quality, governance, integration, management, and all forms and analytics including sensor data.

Join us on Earth Day for an insightful panel featuring the CEOs of Enerdrape, Storj.io, DigitalBedrock.com, and GraphEnergyTech.com. This event will explore cutting-edge innovations in renewable energy, data storage, and digital preservation. Enerdrape will showcase their pioneering geothermal panels, while Storj.io will discuss decentralized cloud storage solutions. DigitalBedrock.com will highlight advancements in digital preservation, and GraphEnergyTech.com will present their latest in sustainable energy technologies. This panel is tailored for CIOs and CTOs and other technical executives seeking to drive sustainability and innovation within their technical organizations. Don’t miss this opportunity to gain valuable insights and network with industry leaders.

Research Code TBW2072

Margaux Peltier is an engineer and science entrepreneur with a MSc. in Civil Engineering from EPFL Lausanne. During her master thesis, she developed a strong interest in renewable geo-energy systems, recognizing the untapped potential of shallow geothermal energy and the need for innovation in this domain. She co-founded Enerdrape, where she serves as CEO, defining and overseeing the startup’s vision and strategy. Before founding Enerdrape, she worked as an engineer on several R&D projects related to BIPV-T and solar-power houses in Canada, and as an HVAC engineer in Geneva. Margaux also worked on various international projects as an engineering consultant in energy geostructures.

Colby is the Chief Executive Officer at Storj, a seasoned cloud tech executive leading growth initiatives to usher in a new era of cloud computing. Before Storj, he co-founded and served as CEO of CrowdStorage, the world’s largest distributed cloud storage platform, acquired by Storj. He scaled CrowdStorage to serve over 1,000 customers, including Western Digital and Vivint, and managed strategic partnerships for Vivint Smart Home, the leading smart home services provider in North America. Colby is a member of the Fast Company Impact Council and Forbes Technology Leadership Council.

Linda Tadic is the Founder/CEO of Digital Bedrock, a managed digital preservation service. With over 35 years of experience, she has held positions at HBO, the Media Archives and Peabody Awards Collection at the University of Georgia, ARTstor, and Pacific Film Archive. Linda consults and lectures on digital asset management, audiovisual and digital preservation, metadata, and the environmental impact of digital preservation. She received the 2021 SMPTE James A. Lindner Archival Technology Medal for her leadership, research, and work in digital asset management, audiovisual and digital preservation, copyright, metadata, and environmental impact. Linda has taught as an Adjunct Professor at UCLA’s Department of Information Studies and NYU’s Moving Image Archiving and Preservation program.

Thomas Baumeler is the CEO and founder of GraphEnergyTech, a startup pioneering highly conductive carbon-based (graphene) electrodes for renewable energy applications. He holds a PhD in chemistry from EPFL, where he conducted groundbreaking research on perovskite solar cells under Prof. Michael Graetzel at the Laboratory of Photonics and Interfaces, earning the 2023 EPFL Doctorate Award. Driven by a passion for sustainability, Thomas founded GraphEnergyTech to develop cost-effective, high-performance alternatives to metal electrodes, with applications in solar energy, energy storage, and printed electronics.

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©2019-2025 TBW Advisors LLC. All rights reserved. TBW, Technical Business Whispers, Fact-based research and Advisory, Conference Whispers, Industry Whispers, Email Whispers, The Answer is always in the Whispers, Whisper Reports, Whisper Studies, Whisper Ranking , The Answer is always in the Whispers, and One Change a Month, are trademarks or registered trademarks of TBW Advisors LLC. This publication may not be reproduced or distributed in any form without TBW’s prior written permission. It consists of the opinions of TBW’s research organization which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, TBW disclaims all warranties as to the accuracy, completeness or adequacy of such information. TBW does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by the TBW Usage Policy. TBW research is produced independently by its research organization without influence or input from a third party. For further information, see Fact-based research publications on our website for more details.

April 22, 2025
Conference Whispers: Customer Connect Expo 2025

Las Vegas, NV April 16-April 17

Published to clients: April 22, 2025 ID: 2078

Published to readers: April 23, 2025

Analyst(s): Dr. Doreen Galli

Photojournalist(s): Dr. Doreen Galli

Abstract:

After over 200 minutes of recording, 6 flights of stairs, and over 30 factchecks, our coverage of the rebranded Customer Connect Expo 2025 or CCE25 closes. The event featured over 43 keynotes and seminars and over 200 vendors exhibiting. Keynotes included discussions on customer loyalty, employee satisfaction, data-driven personalization, and AI in customer experience. A seminar focused on enhancing call centers with AI agenst is also included. Exhibits ranged from technology supporting customer experience and call centers, data consolidation and customer 360, to entire platforms and BPO services.

Analysis only available to clients at this time.

©2019-2025 TBW Advisors LLC. All rights reserved. TBW, Technical Business Whispers, Fact-based research and Advisory, Conference Whispers, Industry Whispers, Email Whispers, The Answer is always in the Whispers, Whisper Reports, Whisper Studies, Whisper Ranking, The Answer is always in the Whispers, and One Change a Month, are trademarks or registered trademarks of TBW Advisors LLC. This publication may not be reproduced or distributed in any form without TBW’s prior written permission. It consists of the opinions of TBW’s research organization which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, TBW disclaims all warranties as to the accuracy, completeness or adequacy of such information. TBW does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by the TBW Usage Policy. TBW research is produced independently by its research organization without influence or input from a third party. For further information, see Fact-based research publications on our website for more details.

April 22, 2025