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Ali
Kazimi
Director, Customer Lifecycle Management & Strategy
BMO
Ali Kazimi is a Customer Strategy & Growth Executive at BMO, where he leads enterprise Customer Lifecycle Management strategy and the Journey Centre of Excellence. His work spans customer journey strategy, personalization, customer lifetime value, omnichannel experiences, AI-enabled decisioning and digital transformation. Previously, Ali held full P&L accountability for BMO’s Personal Lending portfolio, leading product, pricing, portfolio and lifecycle strategies. He has also held consulting roles at Accenture, Nomis Solutions and Deloitte, working across financial services, strategy, analytics and transformation. Ali holds an MBA from Ivey Business School and is a CPA and CMA.
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12 November 2026 09:15 - 09:45
Where AI is actually saving customer success teams time, and where it still falls short
Every CS tool on the market now claims an AI feature. Far fewer can show a customer success manager getting real hours back in their week. This session cuts through the noise to look at where automation is genuinely reducing manual work, from call summarization and account research to drafting renewal outreach, and where CS leaders are still finding a human has to close the gap. Expect a grounded, tool-agnostic look at what is working right now rather than a roadmap slide. What this session will cover: - Where AI is measurably reducing CSM admin time today - The gap between AI-assisted and AI-automated tasks in customer success - How to evaluate AI claims from vendors without getting burned - What early adopters wish they had known before rolling AI out to their team