While leadership and culture remain the foundation of high-performing Customer Success teams, the rise of AI is reshaping how those principles are applied in practice. In his updated presentation, Tamir Dotan explores how leaders can integrate AI without losing the human elements that make culture thrive. You’ll learn how to build trust, accountability, and inclusivity in an AI-augmented environment while avoiding the common pitfalls of over-automation and bias at scale. From smarter hiring decisions to AI-assisted customer insights, this session unpacks how the best CS leaders are using AI to amplify (not replace) strong cultural leadership and why getting this balance right is now a competitive advantage.