Gen AI is drafting QBRs and follow-ups. Agentic AI is proposing renewal actions, flagging churn risk, and feeding real-time guidance into live calls before a CSM opens the account. This panel digs into what these two categories of AI are actually doing inside CS workflows right now, where the line between them sits, and how fast that line is moving. Key subtopics: - Gen AI vs. agentic AI: what's actually different, and why the distinction matters for CS - Where agentic AI is already acting autonomously in renewals, risk flagging, and negotiation support - How fast the capability is advancing, and what's coming next - The gap between what AI tools can do today and what CS job descriptions assume they do