Customer transformation only works when people, process, and technology move together. In this session, Kit Potter will share a practical framework for leading transformation across the customer function, drawing on experience driving change in large global organizations. The session will explore how to build a more mature, customer-centric operating model across support, retention, and customer engagement, and why focusing on technology alone is rarely enough. Using the digitalization of customer success as a live example, the session will bring the framework to life through a real transformation journey. Attendees will hear how digital customer engagement was introduced in practice, what it took to align teams around new ways of working, and how to navigate the fear and resistance that often come with change, especially in the context of AI. Key takeaways: - A clear framework for approaching customer transformation through people, process, and technology - Why these three pillars must work in tandem for transformation to succeed - Practical lessons from digitalizing customer success and customer engagement - How to bring teams along through change and address resistance to new ways of working - Ways to balance customer expectations, operational maturity, and technology adoption