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Kayla
Kurtz-Plutko
Director, Customer Success
Kalibrate
Kayla Kurtz is the Account Management Director at Kalibrate, where she partners with clients to deliver data-driven location intelligence solutions that support expansion, customer targeting, and portfolio optimisation. With more than 12 years of experience across the retail, restaurant, QSR, healthcare, and EV sectors, she combines deep industry expertise with a passion for solving complex business challenges. Kayla is known for building strong client partnerships, translating customer needs into actionable insights, and helping organisations make smarter, more confident decisions through analytics. She is driven by one simple philosophy: her success is measured by the success of her clients.
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18 November 2026 11:15 - 11:45
Smarter high-touch: How AI helps CSMs focus where it matters most
As customer success teams manage increasingly complex books of business, AI and automation can help high-touch CSMs work more strategically without sacrificing personalization. In this session, Kayla will share how AI-powered tools can support stronger prioritization, surface actionable insights, and streamline manual workflows so teams can spend more time on meaningful customer engagement. Key takeaways: - Where AI and automation fit best in a high-touch customer success model - How to use AI to prioritize customer needs and identify risk or opportunity sooner - Ways to reduce manual work while preserving personalized engagement - Practical examples of using tools and signals to support proactive outreach - How to balance efficiency gains with the human element customers expect