AI is everywhere in CS conversations but is it delivering measurable value? In this candid panel, operators and leaders share real-world experiences of implementing AI across Customer Success and what the numbers actually say. From efficiency gains and cost-to-value ratios to adoption challenges and internal skepticism, this session goes beyond the hype to examine where AI is creating impact, and where it’s not. Learn how leaders are establishing the framework to identify and measure key benefits such as 'hours saved' and 'upskilling opportunities.' You’ll hear how teams are measuring success, justifying AI investments to CFOs and boards, and deciding where AI fits into their CS strategy for the long term. Expect honest lessons, practical metrics, and clear insight into what “ROI” really looks like in practice.