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Taylor
Hodges
Global Head, Customer Success, Corrigo
JLL Technologies
Taylor Hodges is the Head of Global Customer Success Management for Enterprise (High Touch) at JLL Technologies (JLLT) based in Dallas, TX. She is a driven customer success leader with a passion for achieving impactful customer outcomes and fostering relationships both internally and externally. In her role with JLLT over the past five years, Taylor has focused on partnering strategically with customers to grow and evolve business success and value realization across verticals by leveraging the JLLT portfolio of best-in-class products and services for real estate, sustainability, and facilities management. She loves a challenge and works tirelessly to advocate for the needs of the JLLT customers as well as to develop industry leading customer success professionals across her team. Taylor’s background includes customer success leadership, marketing, project management, and ERP consulting.
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19 November 2025 09:15 - 09:45
Is high-touch dead?: Rethinking customer success in the age of AI and digital scale
As AI and digital engagement reshape the Customer Success landscape, a big question looms: is high-touch still relevant—or has it become obsolete? In this provocative keynote, we’ll challenge conventional thinking and explore how leading organizations are evolving their CS models to strike the right balance between automation and human connection. You’ll hear how digital-first strategies are redefining segmentation, outreach, and value delivery—while still preserving the relational depth that customers expect in high-stakes moments. Whether you’re scaling a low-touch motion or reimagining what “white glove” really means, this session will leave you with fresh perspective on where high-touch fits in a high-tech world—and how to evolve without losing what matters most.