Sign In
Register

Request to partner

Register now

Call to action
Your text goes here. Insert your content, thoughts, or information in this space.
Button

Back to speakers

Kip
Ng
Director, Customer Success
Microsoft
Kip is a visionary Customer Success leader with over 28 years of experience driving strategic transformation across global enterprises. Known for building high-performing teams and leading with empathy, he blends business acumen with deep technical expertise to deliver results at scale. As Director of Customer Success at Microsoft, Kip leads initiatives at the forefront of digital transformation—bridging AI, cloud, and agentic technologies to create adaptive, personalized customer experiences. His leadership is grounded in a passion for people, a drive for innovation, and a commitment to turning vision into operational excellence. With a proven track record of shaping customer success strategy, guiding large-scale change, and championing ethical AI, he is a trusted partner in defining the future of work and delivering outcomes that matter.
Button
13 November 2025 11:15 - 11:45
Beyond the Bot: How Human-Led CS Thrives in the Age of AI
In an era where every customer interaction seems poised to be automated, is there still a place for the personal touch in Customer Success? The answer is a resounding yes. This session goes beyond the hype to explore how leading customer success organizations are using AI not to replace, but to elevate human-led engagement. Rather than just building a better bot, we'll dive into the strategic shifts required to transform your team and business, empowering CSMs to focus on high-value, relationship-building activities. Kip will share firsthand insights and practical frameworks from his experience transforming the customer success business within his own organization. You’ll learn how to leverage AI for efficiency, freeing up your team to cultivate the deep, lasting relationships that drive true customer loyalty and growth. Walk away with a clear blueprint for embedding AI into your CS operations while strengthening your most valuable asset: your human talent.
13 November 2025 13:30 - 14:15
Panel - Defining your role in customer success: Lessons learned from 2025
What does Customer Success really mean right now—and where do you fit in? In this panel, we’ll unpack findings from the CSC State of CS, 2025 Report to explore how the definition, scope, and expectations of CS roles are evolving across industries. From tech to SaaS to services, you’ll hear how leading organizations are drawing the line between CS, support, account management, and more—and which sectors are setting the standard for what great CS looks like. We’ll also zoom in on the individual: how to position yourself as a high-impact CSM or leader in today’s job market, what skills are in highest demand, and how to stand out in interviews and org charts alike. Whether you're defining your next move or helping your team grow into theirs, this session will give you the clarity and confidence to thrive in Customer Success—whatever shape it takes next.