The Ultimate Customer Experience: Hilton & Universal Music Group's Data & AI Journeys

Held at NRF 2026, learn how two global giants transformed their customer journeys with data and AI. In this session moderated by Treasure Data CMO Karen Wood, Hilton’s Holly Moreland (Senior Director, MarTech Product), and Universal Music Group’s Shailesh Mohanty (Senior Director, Product Management) share lessons learned that retailers and consumer brands can apply to their marketing and CX efforts. 0:00 Introductions 4:37 Data & AI readiness 12:13 Outcomes from data & AI initiatives 14:46 Advice for early adopters 16:49 Change management in AI implementations 21:23 Navigating technology buying process 24:27 Challenges and concerns in AI adoption 28:56 Empowering marketing teams with AI 32:34 Future aspirations 38:50 Lessons learned