Removing Friction from the Customer Journey with AI
Webinar Speaker: Cal Al-Dhubaib, TDWI Faculty Member
Date: Wednesday, November 12, 2025
Time: 9:00 a.m. PT / 12:00 p.m. ET
As customer expectations continue to rise across industries, organizations are adopting more AI tools to enhance engagement and service. Yet fragmented systems and siloed data often create a patchwork of disconnected workflows, limiting impact.
Join Cal Al-Dhubaib, head of AI and data science at Further, as he moderates a discussion with Onye Ifemedebe, director of customer experience strategy and growth at Neudesic, and Michael Valletta, senior director of cloud and AI platforms at Microsoft. Together, they’ll explore how enterprises are using AI, data, and automation to unify customer experiences and remove friction across the life cycle.
You’ll learn how to:
- Connect existing enterprise systems such as CRM, ERP, data platforms, and communication tools into a coordinated flow across the customer journey
- Use AI to orchestrate experiences through the five life cycle links: attract, onboard, service, retain, and advocate
- Deliver measurable outcomes such as faster onboarding, lower service costs, and stronger customer loyalty while improving the employee experience
Guest Speakers
Michael Valletta
Senior Director Cloud and AI Platforms
Microsoft
Mike leads the Cloud and AI Platforms business within Microsoft’s Telco, Media, and Gaming (TMG) organization, driving innovation and transformation across some of the most dynamic industries. With over 25 years at Microsoft, Mike has held diverse sales and technical leadership roles, building deep expertise in delivering enterprise-scale solutions that accelerate business outcomes.
In his current role, Mike spearheads initiatives that integrate AI and cloud technologies to help customers unlock new opportunities. He is at the forefront of advancing Microsoft’s Copilot Studio, AI Foundry, Azure OpenAI Service, and Azure Fabric, enabling organizations to harness generative/agentic AI and modern cloud architectures for measurable impact and sustainable growth.
Known for his strategic vision and collaborative leadership, Mike has guided teams through transformative projects that enhance efficiency, foster innovation, and deliver exceptional value. His work positions him as a trusted advisor to enterprises navigating the complexities of AI adoption and digital modernization.
Onye Ifemedebe
Director, Customer Experience Strategy and Growth
Neudesic, an IBM Company
Onye Ifemedebe is a senior leader in customer experience strategy, digital transformation, and applied AI. With more than 20 years of experience across energy, utilities, retail, and financial services, he specializes in helping enterprises unify data, intelligence, and automation to create connected, outcome-driven experiences.
At Neudesic, Onye leads customer experience strategy and growth initiatives globally, guiding organizations through the adoption of Microsoft AI, analytics, and orchestration technologies. He has built and scaled programs that transform customer and employee engagement through predictive analytics, generative AI, and human-in-the-loop automation.
Date: November 12, 2025
Time: 9:00 am PT
Cal Al-Dhubaib