Most CS orgs spent the last 18 months racing to adopt AI. Many are getting the same result: faster versions of the same broken motion. Drawing from experience scaling CX teams through hypergrowth and rebuilding reactive CS functions from the ground up, Jenna McLaughlin will share what separates organizations getting real outcomes from the ones just collecting tools. Spoiler: it's not the technology, it's the underlying foundation. Key Takeaways: - AI amplifies your operating model, it doesn't fix it. A broken foundation at speed is still broken. - What a shared definition of "healthy" across CS, Sales, and Product can look like. - EQ is the one thing AI can't replicate, and the reason your customers stay. - The leaders who win the next three years won't be the ones who adopted AI fastest, it’ll be the ones who built something AI could actually accelerate.