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Gozde
Gorce
Strategic Customer Success Manager
Apollo.io
Gozde Gorce is a Strategic Customer Success Manager at Apollo.io with over a decade of experience in the Customer Success industry. Throughout their career, Gozde has excelled in building and scaling Customer Success teams in early and mid-stage startups. As a mentor with Customer Success Collective, Catalyst, and On Deck, Gozde has successfully helped numerous individuals secure competitive Customer Success positions. Specializing in individual contributor roles, Gozde focuses on Customer/Client Success, Onboarding, Account Management, Renewals, and Support. Gozde has guided experienced CSMs and career transitioners from diverse backgrounds, enabling them to excel in their roles. Whether new to Customer Success or a seasoned professional, Gozde is dedicated to helping you reach your next career milestone.
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29 October 2025 14:45 - 15:30
Panel discussion - Mirror machine: What the process of training AI reveals about your organization
AI doesn’t just automate—it exposes. Teaching it to perform like your best team member often uncovers fuzzy processes, inconsistent policies, or tribal knowledge that lives in Slack. This panel explores what companies learned about themselves in the process of training AI. Hear from leaders who’ve used AI rollouts as a forcing function for clarity, consistency, and better enablement—for both machines and humans.
29 October 2025 14:00 - 14:45
AI on the inside: Interactive roundtable discussions
AI isn’t just revolutionizing how we talk to customers—it’s transforming how support teams work behind the scenes. In this interactive session, you'll choose between four topics related to how AI is personally impacting you and your co-workers. Don't worry if you can't pick just one topic, before time is up we will regroup to share key take-aways with the whole group. Topics to discuss: • Building trust in AI: What it takes for agents and internal stakeholders to fully commit to AI adoption • Measuring the impact of your AI strategy: Which KPIs tell the story best? • A new kind of scorecard: Reviewing agent performance with an AI rubric for success • Keeping your team on top: How to implement a team-wide AI training strategy