Speaking & Executive Programs
AI can process every interaction. It cannot decide what the company should learn.
I deliver executive briefings, keynotes, leadership roundtables, and facilitated workshops that help leaders move beyond efficiency-first AI and use customer evidence to reduce friction, strengthen product fit, govern automation responsibly, and create measurable company change.
Available Formats
- Conference and customer-event keynotes
- Executive leadership briefings
- Board and leadership roundtables
- Facilitated half-day workshops
- Virtual and in-person programs
The Point of View
“Do more faster” is the wrong leading story for Customer Experience AI.
Most AI conversations begin with throughput: faster response, lower cost, fewer people, more automation. Those outcomes may matter, but they are not the transformation.
The larger opportunity is to hear every customer, understand why demand exists, reveal where real workflows break, connect evidence to accountable owners, change the underlying condition, and verify that the customer and business outcome improved.
My programs challenge leaders to stop treating AI as a productivity feature and begin using it as part of a governed customer-learning and decision system.
The goal is not to automate every customer interaction. The goal is to make fewer preventable interactions necessary.
Gregory Kincaid
Program Formats
Choose the format that fits the audience and decision.
Every program is personally prepared and delivered by me, tailored to the event, audience, industry context, leadership priorities, and desired outcome.
01
Keynote
A compelling point-of-view program for conferences, customer events, leadership gatherings, and industry communities.
- Typically 35–60 minutes
- Optional moderated Q&A
- Lightly tailored to audience and event theme
02
Executive Briefing
A more applied leadership session that connects the framework to the organization’s strategy, risks, operating model, and current AI decisions.
- Typically 60–90 minutes
- Customized leadership discussion
- Initial decisions and recommended next steps
03
Leadership Roundtable
A facilitated discussion designed to surface differing assumptions, connect functional perspectives, and create shared executive understanding.
- Typically 60–120 minutes
- Ideal for smaller senior groups
- Discussion guide and facilitated decisions
04
Facilitated Workshop
A working session that turns the point of view into an initial maturity assessment, evidence map, prioritization, and action plan.
- Half-day or full-day format
- Pre-session sponsor interview
- Written summary of decisions and next steps
Signature Topics
Two signature programs drawn directly from the Playbook.
Signature Program 01
“Do More Faster” Is the Wrong Leading Story
AI is often introduced as a way to increase throughput and lower service cost. But faster processing can simply optimize work that should not exist and automate preventable customer friction.
This program reframes sustainable efficiency around eliminating recurring case drivers, improving the underlying product and workflow, and measuring whether the customer outcome improved.
Audience leaves with
- A stronger executive narrative for Customer Experience AI
- A practical sequence for eliminate, prevent, enable, augment, and automate
- Questions that expose whether an AI initiative is solving the right problem
Signature Program 02
AI Should Help the Company Hear Every Customer Again
As organizations grow, customer reality becomes fragmented across Support, Success, Services, Product, Engineering, telemetry, incidents, surveys, and renewal conversations.
This program shows how AI can restore customer intimacy at scale by connecting those signals into a governed evidence system that reveals customer goals, workflow friction, root causes, affected cohorts, and accountable change.
Audience leaves with
- A customer-signal architecture that reaches beyond surveys
- A framework for converting interactions into actionable evidence
- A clearer model for connecting Support, Product, Engineering, and executive decisions
Program Customization
Directly prepared with the organizer for the audience in the room.
The same idea should not sound identical at a customer conference, board discussion, Support leadership meeting, product summit, or cross-functional executive offsite.
You work directly with me from the initial planning conversation through preparation and delivery. There is no speaker-team handoff or generic presentation assembled by someone else.
Every engagement begins with the event purpose, audience composition, organizational context, desired outcome, and topics that should be handled carefully.
Programs may include
- Planning call with the executive sponsor or event organizer
- Industry, product, and organizational examples relevant to the audience
- Alignment to the event theme and desired leadership decision
- Moderated Q&A, executive discussion, or facilitated exercises
- A limited Playbook excerpt, discussion guide, or participant resource
- Optional follow-on briefing, workshop, or advisory conversation
Audience & Event Fit
Designed for leaders responsible for customer, product, operational, and AI outcomes.
Executive audiences
- COOs, CCOs, and Chief Product Officers
- Customer Experience, Support, and Success leaders
- Product, Engineering, Design, and Data leaders
- Security, Legal, People, and governance leaders
- Boards, investors, and transformation sponsors
Event settings
- Industry and association conferences
- Customer and partner events
- Executive offsites and strategy sessions
- Leadership summits and operating reviews
- Board, investor, and portfolio-company programs
- Podcasts, webinars, and moderated panels
About the Speaker
An executive operator—not a commentator on the sidelines.
Gregory Kincaid is a global Customer Support and Experience executive who has built and transformed complex 24×7 technical customer organizations across products, countries, languages, and regulated environments.
For the past five years, he has implemented AI within live customer operations—not as a substitute for customer understanding, but as a way to scale listening, improve decisions, redesign work, and reduce the demand that should not exist.
33%
Reduction in monthly support demand through automation, self-service, knowledge, workflow redesign, routing, and product improvement
99%+
SLA attainment while sustaining customer satisfaction at or above 4.6/5 across global operations
70K
End users supported across six countries, seven languages, and 32 products
5 years
Practical AI implementation inside live customer operations
Frequently Asked Questions
What event organizers usually want to know.
Can the program be customized?
Yes. Keynotes are tailored to the audience and event theme. Executive briefings, roundtables, and workshops include deeper alignment to the organization’s strategy, risks, operating context, and desired leadership decision.
Are programs available virtually and in person?
Yes. Keynotes, briefings, roundtables, webinars, and many workshops can be delivered virtually. In-person delivery is available when the event or participant group benefits from onsite interaction.
Are recording or redistribution rights included?
Recording, livestream, internal replay, training-library use, and external redistribution are separate rights and should be discussed during event planning.
What should an inquiry include?
Share the event type, date, location or virtual format, expected audience, approximate attendance, desired length, event theme, intended outcome, and any recording requirements. Preliminary details are enough to begin.
Bring the Conversation to Your Audience
What should your leaders understand or decide differently when the program ends?
Share the audience, event, timing, theme, and intended outcome. I will help determine the strongest topic and format for the conversation you need to create.