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Garima
Nagpal
Customer Success Director
Microsoft
Garima is a customer-centric transformational leader with a growth mindset, dedicated to helping Microsoft customers and partners achieve their goals through innovative experiences across the company’s technology solutions. She excels at building and leading high-performing, diverse, and inclusive teams while integrating cross-functional efforts to drive rapid business growth. A strategic thinker, Garima designs business strategies, positions products, develops business models, crafts go-to-market plans, and drives market awareness to achieve aggressive revenue growth.
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18 June 2026 09:15 - 09:45
AI Is changing CS: Here’s how we bring the team with us
AI is rapidly reshaping Customer Success, but technology alone isn’t the differentiator. The real challenge (and opportunity) lies in bringing CS teams along on the journey. In this session, Garima Nagpal shares how Microsoft is driving AI adoption in CS by focusing on people, mindset, and practical enablement - without overwhelming teams or losing the human touch. You’ll learn how to: - Turn AI from a buzzword into everyday, trusted tools for CS teams. - Enable, upskill, and inspire teams to confidently adopt AI in their workflows. - Balance automation with empathy to deliver smarter, more human customer experiences. If AI is on your CS roadmap and you’re wondering how to get real buy-in—not eye-rolls—this is the session you can’t afford to miss.