AI promises to scale Customer Success, but how much is hype—and how much can actually deliver results? In this interactive debate, industry leaders will present opposing viewpoints on the opportunities, challenges, and trade-offs of AI in CS. Participants will engage directly with the discussion, challenge assumptions, and collaborate in small groups to test which approaches could work in their own organizations. You’ll explore: • Which AI applications truly drive retention, expansion, and efficiency • The risks and limitations of over-relying on automation • Practical frameworks for integrating AI into real-world CS workflows Through structured debate, live polls, and breakout exercises, you’ll not only hear multiple perspectives—you’ll co-create your own AI strategy, informed by both expert insights and peer discussion. By the end, you’ll leave with a clear view of where AI fits in your CS function and actionable next steps for scaling effectively without losing the human touch.