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Jordan
Baker
Vice President, Customer Experience
Okta
Jordan Barker is Vice President, Customer Experience at Okta, the identity security company, where he leads the post-sale customer experience across Customer Success, Professional Services, Support, Renewals and Technical Account Management. Before Okta, he spent a decade at Alteryx, working his way up from Customer Support in the Americas through Professional Services, Sales Engineering leadership in EMEA and Asia Pacific & Japan, and Scaled Success & Community, to Vice President of Customer Success globally. Having lived in three regions and seen companies through IPO and private equity ownership, Jordan brings a rare all-round view of the customer lifecycle, alongside advisory experience on Gainsight’s Digital Advisory Board and Pavilion’s CCO executive track.
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02 December 2026 14:45 - 15:15
Panel | From pilot to production: What it actually takes to scale an AI support deployment
A strong pilot and a production deployment are two different projects. The gap between them, integration debt, edge case handling, change management with frontline agents, is where most AI support initiatives quietly stall. This panel brings together support leaders who have made that jump to talk through what actually changed between their pilot and their production rollout, what they underestimated, and what they would do differently if they started again today. What this session will cover: - The specific technical and process gaps that show up only at production scale - How teams handled agent buy in once the pilot stopped being a side project - What a realistic timeline from pilot to full production actually looks like - Where the business case had to be revisited once real usage data came in