Executive roundtable on AI for retention

Given that acquiring a new customer can cost five times more than retaining an existing one, what do you consider mission-critical for driving client retention? Where do you anticipate AI will most impact the customer lifecycle in the next 12-18 months? How might AI impact the role of CSMs and Account Managers, and what steps would you take to future-proof your job in these roles? Lastly, what impact do you believe AI will have on ROI for companies that effectively deploy it based on what you have seen from AI tools to date?

Kelley is a global business executive with 20 years of experience in building profitable sales and customer success organizations. She excels in driving revenue growth and sales productivity while prioritizing client engagement and employee experience. During her tenure at Forrester Research, Kelley led 40% of the workforce, increased revenue, and spearheaded diversity and inclusion initiatives. She is also known for developing strategic training programs and providing valuable insights for M&A activities.