Rolling out AI chatbots isn’t just a tech decision—it’s a people and data decision. As organizations shift from human-first to AI-first support models, getting your teams and data ready is critical to avoid customer churn and drive real adoption. In this session, we’ll explore how to lay the groundwork for a successful chatbot rollout that enhances—not replaces—human interactions. We’ll cover: • Team enablement strategies – How to prepare your support org for AI-augmented workflows, from frontline training to cross-functional alignment. • Customer transition planning – Best practices for introducing chatbot-first interactions without disrupting the experience customers expect. • Data readiness – What clean, structured, and well-mapped data looks like—and why it makes or breaks AI performance. • Driving adoption – Tactics to build trust with both agents and customers as AI becomes a core part of the support journey. You’ll walk away with a pragmatic playbook for turning chatbot potential into customer impact—without losing the human touch.

The long-standing divide between Customer Success and Support is disappearing fast. As AI transforms both reactive and proactive work, companies are rethinking how they organize around the customer. This panel brings together leaders from both sides to explore how automation, predictive insights, and new engagement models are converging into one unified customer function. Join us for a forward-looking discussion on what this means for team structures, skills, and customer experience. Leave prepared for a new era of the unified customer journey.