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Kunal
Agrawal
Director, Customer Success & Professional Services
Diligent
Kunal is a seasoned technology leader with a widespread experience in customer success, consulting, sales & account management, project management, partner development and overall SaaS P&L having worked with organizations like Diligent, Microsoft, Tesco, Dell, Reebok and TCS. He also has a strong technical background in GRC, Big Data & Analytics, Cloud, AI and Machine learning. He has lived and worked in global markets including US, Canada, UK, India and Singapore. He even brings in an entrepreneurial bent of mind with his work as a co-founder in a home decor, event management and a social media start-up.
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17 June 2026 16:15 - 17:00
Panel | The AI advantage: Transforming customer success operations
Artificial Intelligence is no longer just a buzzword - it’s reshaping how Customer Success teams operate, scale, and deliver value. This expert panel explores real-world applications of AI in CS, from predictive insights and risk detection to workflow automation and personalized customer experiences. Attendees will gain actionable strategies for leveraging AI to drive efficiency, improve outcomes, and stay ahead in a competitive landscape. Key discussion points include: - Using AI to predict churn, identify upsell opportunities, and mitigate risk. - Automating routine CS tasks to free teams for higher-value work. - Enhancing the customer experience with AI-driven personalization. - Practical lessons, challenges, and successes from organizations implementing AI in CS. Discover how to harness AI not just as a tool, but as a strategic advantage in Customer Success.