12 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, Taylor challenges conventional thinking and explores 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.
12 November 2025 16:15 - 16:45
Fireside chat: Unlocking the power of your CAB: Insights that shape strategy and accelerate growth
Customer Advisory Boards shouldn’t just be feel-good check-ins — they should be strategic engines that drive innovation, alignment, and measurable business outcomes.
In this fireside chat, we’ll explore how leading organizations are transforming their CABs from feedback forums into powerful growth catalysts. You’ll hear how top CS leaders design advisory boards that surface truly actionable insights, foster authentic customer partnerships, and directly influence product and go-to-market strategy.
Expect candid discussion on what works (and what doesn’t), how to maintain momentum between meetings, and how to translate CAB input into initiatives that move the needle across the business.