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Nick
Thomas
Head of Customer Success, DNB West
AWS
Nick Thomas is a technology leader and executive with over 20 years of experience building teams, driving business growth, and launching next-generation platforms. Currently leading customer success at AWS (Amazon Web Services) driving innovation and customer outcomes with Tier-1 Telco, media & entertainment, video game, and sports customers. In addition to leading customer success, Nick drives customer adoption strategy across generative AI, migration/modernization, business analytics, and business intelligence to measure customer health. Prior to Amazon, Nick led content strategy and commercial partnerships at Rovio Entertainment (makers of Angry Birds) launching a next-gen mobile game streaming platform. Nick’s career in technology and games began in the early 2000’s as Founder/CEO of Somatone Interactive, a creative service provider credited hundreds of game titles.
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17 September 2025 11:15 - 11:45
Revolutionizing CS with Generative AI: Use cases and strategies
Generative AI is transforming the landscape of Customer Success by enabling smarter, faster, and more personalized customer interactions. In this session, we’ll explore practical use cases where generative AI drives proactive support, predictive insights, and scalable personalization. You’ll gain strategies for integrating AI tools into your CS workflows, overcoming common challenges, and measuring impact. Whether you’re just starting or looking to scale, this presentation will equip you with the knowledge to harness generative AI for next-level customer success.