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Chris
MacKinnon
Head of Client Success - Americas
Addepar
Chris MacKinnon is a client success and digital transformation leader at Addepar, where he serves as Head of Client Success, Americas and focuses on AI, automation, and value-driven client outcomes. He has led customer success teams across financial services, previously holding senior leadership roles at UiPath and Salesforce, with a career centered on helping organizations adopt technology, improve operating models, and scale transformation. Chris MacKinnon is a digital transformation leader at Addepar, focused on AI, automation, and client value. He leads Client Success across the Americas and has held senior customer success roles at UiPath and Salesforce.
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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