Jessica Murillo

Chief Operating Officer, Infrastructure Technology Lifecycle Services IBM

Jessica Murillo is the Vice President and Chief Operating Officer for IBM’s Technology Lifecycle Services team delivering world class support for IBM and partner servers, storage, and networking equipment. She has held several Infrastructure Services executive leadership positions including Delivery Practice Leader for North America, leading IBM Power Remote Technical Support, and Client Experience and Transformation for IBM’s Infrastructure business unit. In previous roles, Jessica has also led IBM’s Open Systems, Linux, and Cloud development teams as well as the Infrastructure Strategy and Software Product Management teams. She is a master inventor and has authored over 230 patents. Jessica has been a Director on the Linux Foundation Board and currently represents IBM on the Linux Foundation Research Board. She is a member of IBM’s Executive Women’s Diversity Council and is an advocate for encouraging diversity in STEM careers. Jessica is a frequent guest speaker in her community sharing her engineering career journey and focus on innovation throughout her career.

Day 2 – Tuesday, 28 Oct. - Cutting Edge Technologies Yielding Service Optimization, Efficiencies and Enhanced CX

9:20 Panel: Demystifying “Agentic AI” and How Should It Be Balance With Human Capabilities and In-Person Customer Interactions

As artificial intelligence continues its rapid advancement, the concept of "Agentic AI"—AI systems capable of autonomous action—has become a focal point for field service leaders. This session aims to demystify Agentic AI and explore how it can be effectively deployed and balanced with human capabilities and in-person customer interactions to enhance service delivery.

Join this panel of leaders -- with more than 130 years of collective service and digital transformation experience -- to gain a deeper understanding of Agentic AI, its potential applications in field service, and the best practices for integrating AI with human expertise. Learn how to leverage AI to automate routine tasks, improve decision-making, and provide personalized customer experiences, while maintaining the irreplaceable value of human touch.

The panel will also explore techniques for training and empowering service teams to work alongside AI.

Check out the incredible speaker line-up to see who will be joining Jessica.

Download The Latest Agenda