Preparing your product team for agent-based user experiences

IQVIA didn't start thinking about AI agents yesterday. They started by getting the fundamentals right: building a COE, standardizing how teams use product experience tools, creating the operational muscle to scale digital experiences across a global, regulated enterprise.

Now, that foundation is being put to the test. As the company moves toward AI-first product experiences, the teams responsible for governance and design are asking new questions: What happens when experiences aren't scripted? How do you govern outputs you can't fully control? And how do you bring a regulated industry along for the ride?

Holiday Eng will explore the operational model that's worked and where it's starting to strain. Jordan Morris will explore what's changing in UX when agents enter the picture. Together, they'll reflect on what holds, what breaks, and what they're still figuring out. If your organization is somewhere on this same journey, this session is for you.