Engage All Customers Virtually with Watson


Your customers need you now more than ever. In the face of profound change, customers rely on brands that understand their needs, and find ways to serve them in increasingly personal, trusted ways. The contact center is the new battleground for customer experience as businesses look to serve and support customers virtually. Join leaders as they share their bold approach to customer service that has helped them be responsive in uncertain times and scale to customer demands.


Paul Papas

Global Managing Partner, IBM

Paul is a Global Managing Partner in IBM Services responsible for IBM's Strategy, Consulting, and Business Process Outsourcing businesses. His team helps CEOs and other C-suite executives leverage exponential technologies like AI, blockchain, and Cloud to reinvent their businesses, by design. His team seamlessly provides next generation strategy, consulting, experience design, analytics, and process outsourcing services to help clients reinvent traditional processes into modern Intelligent Workflows.

Ritika Gunnar

Vice President of Data & AI, Expert Labs, IBM

Ritika Gunnar is the Vice President of Data and AI Expert Labs. In this role, she and her team work with clients on their transformation journey through a data & AI first methodology and help implement Data & AI solutions using deep knowledge-based skills to accelerate the adoption of data & AI enterprise capabilities. Prior to this role, Ritika was the Vice President of Offerings for IBM Watson. In this role, she has responsibility for all of Watson’s Data and AI portfolio where she is responsible for defining the portfolio strategy, execution of product offerings, and driving business results. Previous to this, as Vice President of IBM’s World-Wide Cloud and Cognitive GTM organization she drove IBM’s mission to apply deep cloud, data and AI expertise to our clients most pressing needs Ritika has also been the Vice President of IBM’s Data and Analytics Business where she was responsible for the setting the strategy and execution of IBM’s data platform, data science, and analytics practices. Prior to this, she led and managed IBM’s Master Data Management & Information Integration and Governance business and IBM’s Data Warehousing & Analytics business. Ritika joined IBM as a software engineer in 1999 and has held numerous development and support roles in her career. Ritika holds a Bachelors of Science in Computer Science and an Executive Masters in Business from the University of Texas at Austin. She currently resides in New York.

Kristen Bennie

Head of Open Experience, NatWest Group

A creative leader, innovator, producer and connector of people, ideas and strategies. Kristen brings the future into focus at NatWest through customer led design, purposeful collaboration, insight and ideation, emerging technology and strategic partnering. She cares passionately about the future of design, technology, people and education.  Her career has involved the development and delivery of new brands, products, services and software always working at the intersection of strategy, design and technology. In her role today as Head of Open Experience for NatWest Group, she shapes and drives the innovation strategy across the Bank, creating and leading globally recognized state of the art innovation centres in London and Edinburgh responsible for defining, designing and delivering new to market customer focused propositions for growth.  Board membership includes: RBS Scotland Board, Fintech Scotland, CodeClan and the Board of Governors at The Glasgow School of Art.