At the 2026 UPS Impact Summit, one message was clear: Technology can move us forward, but our people are what set UPS apart. This year, thousands of in-person and virtual attendees joined the conversation.
Here are the highlights:
Takeaway #1: While technology can accelerate growth, our people give it purpose, direction and impact.
CEO Carol B. Tomé kicked things off by highlighting how UPS is combining our greatest competitive advantage – our people – with technology to shape a more resilient future.
“The world is changing," Carol said. "What remains the same is that when people who are values-based come together, we can make a difference. And that's what we intend to do.”
Takeaway #2: AI complements and doesn’t replace human ingenuity.
Angus Fletcher, author of Primal Intelligence and Wonderworks, reminded attendees that AI’s strength is processing information, but human strength is seeing what matters most – and imagining what could come next.
“AI thinks in lists and probabilities and that allows it to automate and iterate what worked yesterday. The human brain can think in priorities and possibilities,” Angus said. “That’s what allows for innovation and leadership, which is why in volatile and uncertain environments, your humanity is your superpower.”
Takeaway #3: UPS develops and deploys AI-enabled solutions paired with human insight, creativity and a deep understanding of customer and employee needs.
Danelle McCusker, UPS Senior Vice President and Global Head of Talent, Culture and Learning, moderated a conversation with Bala Subramanian, UPS EVP & Chief Digital and Technology Officer; and Kate Gutmann, UPS EVP & President International, Healthcare and Supply Chain Solutions. They explored what success looks like as AI reshapes the way UPS grows and operates.
“We don’t start with AI and figure out what we have to do. We start with the customer or employee problem we’re solving, then determine the right technology,” Bala said. “For example, we created an AI virtual assistant in 13 languages, and our customer service calls have reduced by about 60,000 because people are getting the information needed.”
Takeaway #4: Trust and authenticity have become critical leadership advantages in a world shaped by rapid innovation and rising skepticism.
Matt Guffey, UPS EVP & Chief Commercial and Strategy Officer, moderated a fireside chat with Jenna Lauer, The Harris Poll Chief Commercial Officer. They discussed how companies can build trust through the experiences they create for employees, customers and communities.
“Trust isn’t a campaign for us. It’s 119 years of doing things right every day,” Matt said. “We know it can be spent faster than it’s earned, so we have to earn that right every day.”
Takeaway #5: Service strengthens communities, culture and business performance.
Nikki Clifton, UPS President of Social Impact and The UPS Foundation, sat down with Jennifer Sirangelo, Points of Light Chief Executive Officer, and Captain Bill Vaughan, UPS Pilot and 2025 Jim Casey Community Service Award Winner. They explored how The UPS Foundation helps unlock the power of people to create meaningful change.
“Technology can create efficiencies. It can help us solve problems. It can help us build things that we have never imagined,” Nikki said. “But at the end of the day, service begins and ends with people.”
Customer First, People Led, Innovation Driven: For more than a century, UPS has proven that our success comes from our people's unique ability to adapt, create and lead with purpose, even as technology evolves.
Read more about UPS’s strategy as a global logistics leader here.