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Randall
Hulme
Director of Customer Success
Qualtrics
Randall is an innovative business strategist and tenacious entrepreneur driven by his passion to improve the human experience. He takes a consultative approach with customers to design and enhance business programs that drive measurable outcomes for the organizations served, like increased consumer spending, reduced cost to serve, and improved employee productivity. His most fulfilling work yet has been found serving Public Sector customers at Qualtrics where he currently leads the State and Local Government market unit. Prior to Qualtrics, Randall participated in launching and scaling three ventures, worked within two incubators, and spent 10 years in management consulting and corporate strategy for Fortune 500 companies and private equity investors.
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18 November 2026 13:45 - 14:30
Panel | Gen AI, agentic AI, and the CSM job description no one's updated yet
Gen AI is drafting QBRs and follow-ups. Agentic AI is proposing renewal actions, flagging churn risk, and feeding real-time guidance into live calls before a CSM opens the account. This panel digs into what these two categories of AI are actually doing inside CS workflows right now, where the line between them sits, and how fast that line is moving. Key subtopics: - Gen AI vs. agentic AI: what's actually different, and why the distinction matters for CS - Where agentic AI is already acting autonomously in renewals, risk flagging, and negotiation support - How fast the capability is advancing, and what's coming next - The gap between what AI tools can do today and what CS job descriptions assume they do