Thank you for attending!
Join Sierra’s community of developers, builders, and CX leaders inventing the future of AI-powered customer experiences.
November 5
Shack15 at The Ferry Building San Francisco
Agenda
10:00 AM - 11:00 AM
Keynote
Get an inside look at Sierra's latest product innovations that are helping companies build their brands, drive their revenue, and improve their margins. Hear directly from Bret Taylor and Clay Bavor about how AI can improve every moment of the customer experience that matters — from product discovery and recommendations to account sign-up and set-up, billing, troubleshooting loyalty programs and subscription management.
Speakers
Bret Taylor
Co-Founder, Sierra
Clay Bavor
Co-Founder, Sierra
Fiona Tan
Chief Technology Officer, Wayfair
Moshe Pridan
Chief Product Officer and Chief Information Officer, SiriusXM
Alex McGillis
VP, Digital Product Management, Rocket Mortgage
11:00 AM - 11:30 AM
A Conversation with Bret Taylor and CLEAR CEO, Caryn Seidman Becker
Sierra’s Bret Taylor and CLEAR’s Caryn Seidman Becker will explore how AI can help businesses attract, grow and retain customers. Join them for candid reflections on how to drive better customer experiences and better business outcomes with AI.
Speakers
Bret Taylor
Co-Founder, Sierra
Caryn Seidman Becker
Chairman and CEO, CLEAR
12:00 PM - 1:00 PM
Lunch
1:00 PM - 2:00 PM
The Global Playbook: Scaling Agents Across Languages and Markets
Sierra agents can speak in different voices and different languages, but deploying across international borders is easier said than done. Join Agent Engineer Isaac Gateño and Sheevali Knox, Head of Contact Centre Operations at Next, to hear about how we optimize and scale agents across markets.
Speakers
Isaac Gateño
Agent Engineer, Sierra
Sheevali Knox
Head of Contact Centre Operations, Next
1:00 PM - 2:00 PM
The Voice Latency Pipeline
Where does latency come from, and how do we mitigate it? In this technical deep dive, our Agent Engineering Lead, Beth Nakamura, will break down latency, why it matters, and how to fix it with Will Rodgers, Head of AI Center of Excellence at Cigna.
Speakers
Will Rodgers
Head of AI Center of Excellence, Cigna
Beth Nakamura
Agent Engineer, Sierra
2:00 PM - 3:00 PM
New Era of CX Panel
Customer experience teams are often asked to prioritize case containment and cost savings rather than customer satisfaction, brand development and revenue growth. In the age of AI, we have the opportunity to deliver deeply personalized, more human experiences to every customer, on any channel. In this panel, we'll hear from a few CX leaders on how they're redefining the way their teams and companies interact in every moment that matters.
Speakers
Wendy Xu
Agent Product Manager, Sierra
Carine Yahinian
Vice President, Customer Care and Marketing Operations, FOX Direct to Consumer
Ryan Mann
AVP, Digital Service, DIRECTV
Tim Simeone
Vice President, Artificial Intelligence & Digital Products, Safelite
2:00 PM - 3:00 PM
Add Visual Interactivity to your Agent
Would you ever buy a house without seeing it, first? The same is true for any purchase experience, especially and including those managed by AI agents. In this session, we'll explore how web attachments can add visual dynamism and clarity, leveling-up a wide range of customer interactions.
Speakers
Erik Zahnlecker
Agent Product Manager, Sierra
Sunrito Bhattacharya
Data & AI Product Management, Hyatt
2:00 PM - 3:00 PM
Abuse Detection and Red Teaming
Sierra has worked with Lakera to test AI agent attack vectors for two years running. In this session, you’ll learn red-teaming best practices and how to protect your agents from common attack patterns.
Speakers
Matt Fiedler
Product Manager, Lakera
George Davis
Agent Product Manager, Sierra
3:00 PM - 4:00 PM
Elements of Human Voice
A good voice is like a fine wine. That's why Sierra employs our very own Voice Sommelier, David Hendee. In this session, we'll experiment with different voices, demonstrating that the answer to "what's in a voice" is "a whole lot."
Speakers
David Hendee
Agent Experience Designer, Sierra
3:00 PM - 4:00 PM
Speed Build: Building with Journeys and No Code
Ready to race the clock? Join Agent Strategist Florian Dahlhausen and Agent Product Manager Jessica Sun for an interactive workshop where we’ll build an agent together in real time — no code required. Learn tips and tricks for fast, effective agent building using Journeys, and put them into action right away.
Speakers
Florian Dahlhausen
Agent Strategist, Sierra
Jessica Sun
Agent Product Manager, Sierra
3:00 PM - 4:00 PM
Building Secure Data Flows in Chat Agents
Learn how to design and build secure data flows in chat agents using web attachments. We’ll use authentication as a concrete example to demonstrate how to handle sensitive inputs—from log in credentials to personally identifiable information—and show how the same framework supports any other private data workflows.
Speakers
Cristen Anderson Ho
Agent Engineer, Sierra
4:00 PM
Co-Founder Q&A
Hear from Sierra’s co-founders as they share their vision for the future of conversational AI and answer your most pressing questions.
Speakers
Bret Taylor
Co-Founder, Sierra
Clay Bavor
Co-Founder, Sierra
4:20 PM
Closing Keynote
In his closing keynote, Will explores how the philosophy of Unreasonable Hospitality can transform customer experiences. He’ll share lessons in empathy, creativity, and care that mirror Sierra’s ambition to help businesses build better, more human customer experiences with AI.
Will Guidara is the author of the New York Times Bestseller Unreasonable Hospitality. He is the former co-owner of Eleven Madison Park, which under his leadership was named the Best Restaurant in the World. He is the host of The Welcome Conference, a Co-Producer on the Emmy Award-winning series The Bear, and is a recipient of the Wall Street Journal Innovator Award.
Speakers
Will Guidara
Author, Unreasonable Hospitality
5:00 PM - 7:30 PM
Evening Event
Sierra Summit doesn’t end when the sessions do. Join us for a night of music, drinks, and big energy. Meet up, hang out, and listen for an alphorn or two, celebrating everything we’ve built together.