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Brett
Bange
Vice President of Global Customer Success
Fullstory
Brett Bange is the Vice President of Global Customer Success at Fullstory, where he leads the organization’s efforts to ensure customers realize maximum value from their investment. He brings extensive experience in customer value, services, and success leadership, most recently serving as Senior Director of Value Engineering at Celonis, where he earned recognition as FY24 Manager of the Year. Brett has also led large-scale services and customer success organizations across North America, driving impactful outcomes through strategic advisory, implementation, and value realization. Known for building high-performing teams, he consistently aligns customer engagement strategies with measurable business impact. Brett is passionate about helping customers achieve long-term success while fostering growth and innovation within his teams.
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19 November 2025 15:45 - 16:15
The evolution of customer success in the age of AI
As artificial intelligence reshapes every facet of the customer journey, the role of customer success is undergoing a profound transformation. This session explores how AI is shifting the CS function from reactive support to proactive, data-driven engagement. We'll discuss the balance between automation and human connection, the evolving skillsets required of CSMs, and how AI can enhance, not replace, the customer experience. Join us as we examine what it means to lead customer success in an era where intelligence is artificial but trust must remain deeply human.