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# Speaking segmentation with Kimberly Ayala, Akeneo
- URL: https://www.customersuccesscollective.com/speaking-segmentation-kimberly-ayala/
- Published: 2024-01-30T11:47:41.000Z
- Updated: 2025-10-15T16:50:57.000Z
- Description: In this episode of CS School, we sat down with Kimberly Ayala, Director of Customer Success (North & South America) at Akeneo, and chatted about everything segmentation-related. Digital segmentation, AKA “tech touch” is touted as a vital approach in all businesses, but how and why is it employed?
- Author: Grace Gupta
- Tags: Customer segmentation, Podcasts

> *“How do I see tech touch coming into play? I see that it’s really going to make a difference, specifically, if you’ve got one customer who isn't going to respond well to a QBR, or who perhaps doesn't want a biweekly call. We need to make sure they’re engaged in other ways."*

[Customer segmentation](https://www.customersuccesscollective.com/a-guide-to-customer-segmentation-strategies-and-examples/) is an indispensable part of customer success. Without it, you can’t truly aim to provide every customer with the service and experience they require. 

In this episode of **CS School**, we sat down with **Kimberly Ayala**, **Director of Customer Success (North & South America)** **at** **Akeneo**, and chatted about everything segmentation-related. Digital segmentation, AKA “tech touch” is touted as a vital approach in all businesses, but howand whyis it employed? 

Tune in to find out just how Akeneo’s customer success team tackles this crucial topic.

## Key topics

- How you can customize your [tech touch](https://www.customersuccesscollective.com/the-balance-between-tech-and-human-touch-during-onboarding/) approach for different segments
- Akeneo’s secret recipe for efficiency through technology
- What [automation](https://www.customersuccesscollective.com/understanding-the-best-ways-to-use-artificial-intelligence-in-your-customer-success-strategies/) and [AI](https://www.customersuccesscollective.com/the-future-of-artificial-intelligence-in-customer-success/) really mean for segmentation
- How you can segment to [monetize customer success](https://www.customersuccesscollective.com/a-strategic-guide-to-monetizing-customer-success/)
- The trick to balancing tech touch with customer expectations
- Kimberly’s advice for overcoming challenges with customer segmentation

## Resources

- Connect with Kimberly on [LinkedIn](https://www.linkedin.com/in/kimberlyayala/)
- Don’t miss her talk at [Customer Success Festival New York](https://events.customersuccesscollective.com/location/newyork/)
- Be a part of the conversation in the [CSC Slack channel](https://www.customersuccesscollective.com/customer-success-community/)
- [Become a member](https://www.customersuccesscollective.com/signup/) and tap into a bank of expert-vetted resources

## A little about our guest

Customer success has been Kimberly’s calling for over a decade now – you could say she’s one of the OGs in this field! Her passion for helping customers achieve their goals lit a fire early on. She loves rolling up her sleeves, getting scrappy, and doing whatever it takes to drive success.

The thrill of project management combined with a genuine connection with people makes customer success the perfect space for her. 

Now, Kimberly’s fortunate to lead a team of remarkable CSMs, a task she finds deeply fulfilling as she helps them grow into their own as professionals. 

## Be on the pod!

Did you enjoy this episode? If so, please subscribe to the CS School podcast and leave a rating and/or a review – we appreciate your support! Alternatively, you can speak to us on our socials or get involved with the discussion on the Customer Success Collective [Slack channel](https://www.customersuccesscollective.com/customer-success-community/). Have you got something to say? Perhaps you wanna be on the podcast or know someone who’d be a great guest? Get in touch, contact hello@customersuccesscollective.com. 📩