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Suhasini
Pashikanti
VP, Global Customer Success
IDC
Suhasini Pashikanti is Vice President of Global Customer Success at IDC, where she leads strategic initiatives to enhance customer engagement, retention, and experience. With expertise in business analysis, process improvement, and digital engagement, Suhasini excels at driving cross-functional team leadership and transforming customer experience. She has a strong background in business strategy, customer success, and talent management, making her a key leader in achieving organizational success and optimizing client outcomes.
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17 November 2026 09:45 - 10:15
Building customer-facing teams customers trust: How AI is reshaping talent
As AI transforms Customer Success, the skills and capabilities needed to build trusted customer relationships are evolving. In this session, Suhasini Pashikanti, VP of Global Customer Success at IDC, explores how AI is changing the expectations placed on customer-facing teams, from the expertise organisations need to the human skills that remain essential. Discover how Customer Success leaders can rethink talent development, balance AI capabilities with human connection, and prepare their teams to meet changing customer needs. Key takeaways: - How AI is reshaping the skills and capabilities customer-facing teams need to succeed. - Why human expertise and trust remain essential as AI becomes more embedded in customer interactions. - Strategies for developing and empowering teams to deliver value in an AI-driven customer landscape.