Sarah Kling

Global Insights Lead and Senior Researcher

Amazon

Sarah Kling is a Global Insights Lead within Amazon Devices & Services, where she architects and scales research programs that help shape customer experiences across entertainment, devices, applications, and emerging AI-powered products. Her work spans global quantitative and qualitative research, strategic insights, innovation strategy, and AI-enabled research methodologies. Over her career, Sarah has led large-scale international research initiatives, built enterprise research programs, and helped organizations translate customer understanding into product and business decisions. She is particularly passionate about the intersection of human insight and artificial intelligence, exploring how AI can accelerate research while preserving the judgment, context, and empathy that drive meaningful customer experiences. Her recent work focuses on applying AI across the research lifecycle to increase speed, scale, and organizational impact while maintaining research rigor and customer centricity.

Sessions

Sep 23

3:40 PM - 4:10 PM EDT

The AI Research Playbook: AI-Enabled Research at Scale

Enterprise research is shifting from one-off projects to always-on programs, and most organizations are still working out how. Drawing on a two-year journey building an AI-enabled global insights program spanning 120 studies and 40+ countries, this brand-side case study covers where automation genuinely accelerates insight, where it quietly breaks, and where human judgment stays irreplaceable.

Key Takeaways:

1. How to turn project-based research into a continuous, always-on program inside a large enterprise

2. Where AI genuinely accelerates qualitative and quantitative research — and where it quietly breaks

3. Why research becomes the evaluation layer, not the production layer, once anyone can generate output

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