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Isha
Bhardwaj
Regional Director, Customer Success
Udemy
Isha is an impact-focused leader working at the intersection of technology and education, with a passion for making learning accessible for all. With more than 12 years of experience in customer success and account management, she is known for her people-first approach and commitment to helping organizations and individuals thrive. As Regional Director of Customer Success at Udemy, Isha leads strategic customer partnerships across global markets, bringing deep expertise in customer growth, retention, and engagement. Her leadership experience includes managing large enterprise portfolios and supporting customers across the APAC region while protecting more than $40M in ARR.
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22 September 2026 16:15 - 17:00
Panel | Agentic AI in CS: How do humans and AI divide the work?
As agentic AI becomes embedded in Customer Success, teams are redefining how work is divided between humans and intelligent systems. This panel explores how AI can take on orchestration, signal detection, and journey optimization, while humans focus on high-impact, precision engagement. The discussion will cover how organizations are using AI to enable orchestrated interventions, trigger executive outreach at the right moments, and deliver journey personalization at scale. Panelists will also examine where human judgment remains essential, particularly in creating “white-glove moments” that deepen trust and customer value. Key themes include precision human engagement, AI-driven orchestration, and the evolving collaboration model between Customer Success teams and agentic systems.