AI is fundamentally reshaping how customer-facing teams are structured, measured, and led. But as automation accelerates, the challenge for leaders isn’t just adopting AI, it’s building teams and strategies that preserve trust, elevate human skills, and stay deeply connected to the customer. In this interactive working session, you’ll explore one of two critical priorities: 1. Building high-performing teams - Hiring high-EQ, AI-literate talent - Improving retention through stronger career pathways and team structures 2. Strengthening customer trust - Maintaining trust through AI implementation - Staying closely connected to the voice of the customer as a leader Choose your topic and work in small groups to identify key challenges, share practical approaches, and co-create actionable leadership principles alongside peers facing similar priorities. The session will conclude with a shared discussion of the biggest insights and takeaways across both themes. You’ll leave with practical strategies for building customer organizations that balance AI adoption with trust, adaptability, and human connection.