Name: Jeff MacMillan | Speaker | Chief Customer Officer Summit | Silicon Valley
Start: 2026-04-15T07:00:00.000Z
End: 2026-04-15T07:00:00.000Z
Location: Doubletree by Hilton San Jose

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Jeff

MacMillan

Vice President of Customer Experience Strategy & Operations

Sophos

Jeff MacMillan is Vice President of Customer Experience Strategy & Operations at Sophos, where he leads global teams spanning Voice of the Customer, Customer Success Operations, Support Operations, Digital Customer Success, and Renewals Operations. His work focuses on using data, automation, and AI to transform customer experience while improving operational scale and business outcomes. Previously, Jeff spent 14 years at Autodesk in senior leadership roles across pricing, monetization, and business model strategy, helping lead the company’s transition from perpetual licensing to subscription and cloud. Earlier in his career, he worked in strategy consulting at Accenture and engineering at Intel. Jeff holds an MBA from The Fuqua School of Business at Duke University and a bachelor’s degree in engineering from the University of Illinois.

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15 April 2025 16:30 - 17:00

Fireside chat | Build or buy? Inside the realities of evaluating and contracting a digital agent

Digital agents are quickly moving from experimentation to enterprise priority, but evaluating them is anything but straightforward. From technical capabilities to customer trust, the stakes are high and the decisions complex. In this candid fireside chat, you’ll get an inside look at how Sophos approached the journey: from the initial trigger moment to evaluating vendors, aligning stakeholders, and navigating the realities of contracting in a fast-evolving AI landscape. We’ll explore the critical trade-offs between building and buying, the non-negotiables for customer experience, and the lessons learned along the way so you can approach your own evaluation with clarity and confidence.