Most customer operations are designed for the average day, but customers judge you on the worst one. This session shows how to prepare people and AI to handle demand spikes (launches, outages, renewal seasons and the unexpected) without sacrificing speed, quality or cost. Key takeaways: -Plan before demand spikes: Set triggers, owners, and response times before pressure hits. -Treat AI like a workforce: Onboard, update, monitor, and manage AI agents for performance and quality. -Turn spikes into retention opportunities: Reduce avoidable demand, ramp capacity faster, and measure the impact on customer retention.