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Ben
Burkhalter
Sr Director, Customer Success Engineering
GitHub
Ben is combining engineering teams across customer success into a new unified scaling function. At GitHub, customer success engineering consists of digital customer success, field engineering, product management, and program management teams driving self help success, CSAT, a scaled CS motion, lead generation, ticket reduction, and incubating new products to unlock revenue.
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16 April 2025 11:30 - 12:00
Leveraging AI for smarter customer feedback and ticket analysis
Are you truly listening to your customers - or just collecting data? In this session, Ben, Sr Director of Customer Success Engineering at GitHub, explores how artificial intelligence can transform raw customer interactions into actionable insights. This presentation will showcase how AI-powered sentiment analysis, automation, and predictive analytics help customer success teams identify trends, prioritize issues, and enhance customer experiences. You will gain practical strategies to streamline support workflows, reduce response times, and drive proactive engagement - leading to greater efficiency and happier customers.