This session is a practical panel discussion aimed at equipping Customer Success professionals with the tools and mindset needed to become a true revenue-generating function, without turning into pushy sellers. Drawing on proven sales techniques, our panel will share actionable insights on how CS teams can identify and qualify opportunities, lead effective commercial conversations, and drive cross-sell, upsell, renewals, and expansion. Attendees will walk away with real-world strategies and frameworks to confidently own revenue outcomes while continuing to deliver exceptional customer value.

The pressure to adopt AI is undeniable, yet a truly successful strategy demands more than just integrating the latest tech. It requires a deep understanding of customer needs and a commitment to preserving the human element. This panel brings together leaders with extensive experience across diverse industries to explore how to strategically implement AI in customer support, ensuring it enhances, rather than diminishes, customer relationships. Our panelists will share their insights on identifying where AI delivers the most impactful value, whether in empowering agents, optimising back-end processes, or through customer-facing chatbots and self-service. They will delve into real-world scenarios, discussing which AI applications best serve specific groups of people and why, and how to balance efficiency gains with the imperative to maintain authentic human connection. Learn how to navigate the evolving AI landscape with a customer-centric mindset, avoiding pitfalls and building intelligent support solutions that genuinely meet and exceed customer expectations.