From copilots to agentic workflows, AI is reshaping the Customer Success landscape—but not always in the ways people expect. This session takes a grounded, forward-looking look at how CS teams are actually using AI today, what’s proving valuable, and where the limitations still lie. We’ll explore the current use cases making the biggest impact—from intelligent automation to customer insights and internal tooling—while also surfacing which tools teams have moved away from and why. The conversation will include what a modern CS team looks like when AI is a true partner—not just a plug-in. Attendees will leave with a clearer understanding of what’s working now, where to place bets next, and how to build a Customer Success org that’s both human-first and AI-enabled.