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Sean
Guzman Murphy
Former SVP, Client Experience
Illumia
Sean Guzman Murphy has 25+ years building post-sales organizations at Gigamon, Palo Alto Networks, Riverbed Technology, and Juniper Networks, most recently as SVP, Client Experience at Illumia. A five-time TSIA Excellence in Service Operations award winner and four-time J.D. Power Certified Technology Service & Support honoree, he has built customer success teams from scratch, run organizations through M&A, and deployed AI in support long before it became a conference topic. Sean believes AI earns its place by doing the unglamorous work, monitoring accounts, surfacing knowledge, running QA, so people are free to do what no model can: make every customer feel like they are your only one. That relationship is what earns the renewal.
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23 September 2026 09:15 - 09:45
AI Won’t Save Your Customer Experience. Neither Will Humans Alone.
AI is transforming customer support, helping teams resolve issues faster, scale operations, and reduce repetitive work. But as more organizations automate customer interactions, support leaders face a critical question: how do you improve efficiency without diminishing the customer experience? In this session, Sean Guzman Murphy explores where AI creates the greatest value in support and where human connection remains essential. Learn how leading organizations are using AI to streamline operations, surface insights, and empower agents—while ensuring customers still feel heard, valued, and supported. Key takeaways: Identify where AI can drive efficiency and improve support outcomes Understand the risks of over-automation on customer experience Learn how to balance AI and human expertise to build trust and loyalty Evaluate AI investments through the lens of customer and business impact