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.

In this session multiple unique discussions are happening concurrently, find the table discussing your biggest pain point or opportunity and join the conversation. Every table will be hosted by an industry expert so come prepared to discuss, learn, network, and share. Discussion topics: • Leading through change: CS leadership in times of transformation • Assembling your CS team: Common hiring pitfalls to avoid • Building your brand: The value of content creation for your career • Closing the loop: Operationalizing VoC across teams