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Laura
Newby
Senior Director of Customer Success (International and USA Enterprise)
Druva
Laura has 20 years of experience in Customer Success, partnering with diverse clients across the SaaS industry to drive meaningful business outcomes. Currently, she leads CS teams at Druva across the US, UKI, EMEA, India and APAC, she focuses on creating a customer-centric culture, ensuring that teams are aligned to deliver exceptional value at every stage of the customer journey. Druva provides cyber resilience SaaS for major global brands. Laura and her team showcase value and impact, leveraging AI to help her team and have them focus on what matters - prioritising proactive engagement, measurable results, and continuous improvement. Leading to adoption, expansion and retention.
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02 December 2026 14:45 - 15:15
Fireside chat | A year of AI in customer success: initiatives, lessons and the human side of CS
AI has moved faster in Customer Success over the past year than in the previous two decades combined. In this fireside chat, Laura Newby, Senior Director of Customer Success at Druva, draws on her 20 years in CS to unpack the whirlwind of AI-driven change she's seen recently and the initiatives her team has rolled out as a result. From call recording and analysis that triggers coaching, reviews and auto-CSAT, to closer connections with product, support and professional services, Laura will share what's actually working. She'll also cover the shift towards auto-generated QBR decks and AI-driven prioritisation of emails and tasks, plus candid lessons learnt from building an in-house tool before moving to a purpose-built solution and what that taught her about scalability. Key takeaways: - Explore real-world initiatives, from call analysis and coaching triggers to auto-generated QBRs. - Learn how stronger connections with product, support and professional services improve CS outcomes. - Leave with a clearer view on balancing AI-driven efficiency with the human relationships at the heart of CS.