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Julie
Baxter-Rudd
Group Vice President Customer Support
Elastic
Julie Baxter Rudd is Group Vice President of Global Customer Support at Elastic, where she leads a global team of more than 200 support engineers across 25+ countries. With over 30 years of experience in customer support leadership, she has built and scaled support organizations across a wide range of technologies and markets, including security, observability, infrastructure management, storage, and cloud platforms. Before joining Elastic, Julie led support operations across APJ and EMEA at OpenText and spent more than two decades at CA Technologies, progressing from Support Engineer to leading global support centers with more than 900 professionals worldwide. She also serves on the Support Advisory Board for the Technology Services Industry Association.
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18 February 2026 12:15 - 13:00
Panel | When agentic AI gets it wrong: accountability, customer fallout, and recovery
When autonomous agents take action at scale, failures are inevitable. A misinterpreted intent, an incorrect refund, or a missed escalation can quickly turn into a customer-facing issue with operational and reputational impact. This discussion focuses on how organisations are structuring accountability when AI systems make decisions, how incident response processes are evolving, and what happens when customers need answers fast. Leaders share how they investigate failures, communicate under pressure, and rebuild trust after AI-driven errors, including the lessons many teams only learn after their first major incident.