Initiating AI pilots is easy. Harnessing the power of AI to meaningfully transform business performance is hard.
Most organizations have experimented with AI in pockets—single workflows, pilots in one business unit, or proofs-of-concept that never quite reach the front line. What’s missing is a strategic operational approach: orchestrating how AI, people, and processes come together to deliver measurable results at scale.
In this live AI in PEX 2026 session, Doug Stephen, President, CGS Immersive, will share how global clients in complex, regulated industries are using agentic AI and immersive roleplay to move beyond experimentation into propelling improvements in everyday operations. You’ll see how they capture tribal knowledge in the flow of work, orchestrate AI across the full employee lifecycle, and connect everything to hard operational metrics.
Who this session is for
This session is designed for leaders who sit at the intersection of people, process, and performance, including:
Operational Excellence and Process Excellence leaders
Transformation and Strategy leaders
L&D, HR, Talent Acquisition, and capability-building leaders
Heads of customer experience, sales enablement, and compliance
Are you being asked to show where AI is driving real operational outcomes? This session is for you.
What you’ll learn
By the end of this session, you’ll be able to:
Move from AI pilots to AI-driven operational outcomes
See how leading enterprises took AI out of the lab and into day-to-day operations, even in highly regulated environments.Capture and scale tribal knowledge with agentic AI
Learn how AI agents can observe work, capture expert practices in real time, and turn them into reusable workflows, playbooks, and simulations.Orchestrate AI across the full employee lifecycle
Understand how to connect AI-powered hiring, onboarding, coaching, and performance support, from recruitment through retirement, using a single, integrated approach.Build human skills in context, not in a classroom
Explore how immersive, scenario-based simulations and roleplay build frontline and leadership skills directly in the flow of work and aligned to process and compliance requirements.Prove AI ROI with the right metrics
Identify the metrics that matter for AI in operations: ramp time, process adherence, rework, complaints, quality scores. Learn how to instrument AI implementations and measurements so you can tell a clear value story to the business.
Inside the session
Doug will walk through real client stories, including how organizations are:
Protecting critical know-how before it walks out the door
How teams capture the hard-to-teach expertise sitting in the heads of their most experienced people and make their knowledge deployable to everyone else.Turning expert insight into day-to-day guidance
How those insights become practical guidance, practice scenarios, and “what to do when…” moments that support people in real work, not just in the classroom.Giving every employee a virtual “go-to” expert
How AI-powered tools make it easy for people to ask questions, practice decisions, and get quick answers, without always relying on the same few SMEs.Building a stronger backbone for skills, safety, and performance
How this approach helps organizations ramp new hires faster, reduce rework and repeat issues, and strengthen safety and compliance over time.
You’ll leave with a simple blueprint you can use to start capturing and scaling your own organization’s tribal knowledge using AI, whether you’re just running pilots today or already working to scale.
Why CGS Immersive?
CGS Immersive blends AI roleplay, XR experiences, and analytics to help enterprises modernize how they hire, train, and support their people. Cicero, our AI-powered unified workforce performance platform, enables teams to practice high-impact scenarios with lifelike virtual counterparts, receive real-time coaching, and connect learning directly to KPIs like revenue, efficiency, and customer satisfaction.
This session shows how agentic workflows, immersive practice, and operational analytics can be applied far beyond traditional training to transform how work gets done.
Speaker
Doug Stephen
President, CGS Immersive
Doug leads CGS Immersive’s transformation initiatives with global enterprises, helping them to modernize workforce readiness using AI, immersive learning, and real-world performance data. He has partnered with organizations across healthcare, financial services, energy, manufacturing, and more to design AI-enabled experiences that build skills, protect compliance, and drive measurable operational outcomes.
