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Justine
Akbari
Associate Director, Customer Success
PubMatic
Justine Akbari is a Customer Success leader at PubMatic, where she helps CTV partners optimize revenue, strengthen demand partnerships, and future‑proof their monetization strategies through data‑driven automation and AI‑enabled workflows. Drawing on her experience supporting some of the most innovative publishers across CTV, video and programmatic channels, she specializes in bridging the gap between technology and customer outcomes - helping teams turn complex ad‑tech ecosystems into seamless, scalable growth engines. At PubMatic, Justine partners with CTV partners to bring AgenticOS - PubMatic’s intelligent operating system for agent‑driven monetization - to life, empowering publishers to leverage AI agents for deal management, yield optimization, and real‑time insights. Passionate about innovation, she leads with empathy and clarity, translating emerging technologies like generative and agentic AI into meaningful value for customers. As a panelist on “Scaling Customer Success with AI: The Great Debate,” Justine will share her perspective on how human expertise and machine intelligence can coexist to redefine the customer experience while preserving transparency, trust, and measurable business impact.
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21 January 2026 15:45 - 16:30
Scaling customer success with AI: The great debate
AI promises to scale Customer Success, but how much is hype—and how much can actually deliver results? In this interactive debate, industry leaders will present opposing viewpoints on the opportunities, challenges, and trade-offs of AI in CS. Participants will engage directly with the discussion, challenge assumptions, and collaborate in small groups to test which approaches could work in their own organizations. You’ll explore: • Which AI applications truly drive retention, expansion, and efficiency • The risks and limitations of over-relying on automation • Practical frameworks for integrating AI into real-world CS workflows Through structured debate, live polls, and breakout exercises, you’ll not only hear multiple perspectives—you’ll co-create your own AI strategy, informed by both expert insights and peer discussion. By the end, you’ll leave with a clear view of where AI fits in your CS function and actionable next steps for scaling effectively without losing the human touch.