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Toolika
Kapur
Vice President, Scaled Solutions, Members & Customer Success
LinkedIn
Toolika Kapur is a global customer success and transformation executive with 25+ years of experience scaling multi-billion-dollar SaaS businesses across LinkedIn, SAP, and Hewlett-Packard. She specializes in digital-first, AI-enabled operating models that drive adoption, safeguard revenue, and elevate customer experience. As VP of Scaled Solutions at LinkedIn, she pioneered the company’s first digital lifecycle framework, protecting millions in revenue through scalable, personalized engagement. Earlier, she helped scale SAP SuccessFactors enterprise customer engagement model and led enterprise customer success transformations at HP.
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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.