Shipra Nirola is an experienced customer success and delivery leader with a career spanning over 17 years in SaaS, consulting, and delivery and CS operations. As Director of Delivery, EMEA at Evotix, she leads strategic programs that strengthen customer retention, scale success outcomes, and drive operational excellence across the post-sales journey. Her approach blends execution rigor with a sharp focus on customer value, making her a trusted voice on topics like retention strategy, cross-functional alignment, and enablement of high-performing teams. She often shares her reflections on her Substack, Unexecuted, and offers practical insights on LinkedIn-covering themes like decision-making, execution gaps, and the hidden levers of growth in customer operations. For this panel, Shipra will share how Evotix is approaching an AI-enabled customer success model- designing a high, medium, and low-touch strategy underpinned by digital enablement to drive efficiency, insight, and scale across the customer lifecycle.