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Nick
Chang
VP Customer Experience
Zededa
Nick brings over 30 years of extensive experience in worldwide field services, customer success, professional service, portfolio management, business strategy and partner management. Nick holds a Bachelor in science in Computer Engineering from ESPOL Polytechnic University in Ecuador. Nick is a visionary, game changer and result-oriented business executive with equal success in small early stage SaaS companies and large Fortune 500 environments. He has global experience driving all aspects of customer success from landing new customers, realizing value, and cultivating customer advocacy for business expansion. Nick has extensive experience in building, managing and growing all customer success businesses, such as managing consulting, professional services, operational management, education services and product support services. He is well adept at crisis management, negotiation, cross-functional teams management, budget management and partner management
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30 April 2025 15:30 - 16:15
Panel | AI in the Customer Function: Practical Use Cases That Deliver Measurable Impact
AI has moved from experimentation to expectation, but many CCOs are still asking the same question: what actually works? This panel cuts through the hype to focus on real, applied AI use cases across Customer Success, Support, and Account Management. Leaders will share where AI has driven tangible impact, whether in efficiency, customer experience, retention, or expansion, and where it hasn’t lived up to expectations. The discussion will focus on outcomes, not tools: how impact is measured, how teams are brought along, and what CCOs should prioritize next as AI becomes core infrastructure within the customer function.