AI isn’t replacing CSMs. But it is redefining where they spend their time. In this hands-on session, Sophie Larcombe, Director of Customer Success at Zappi, and James Dalley, Senior Director of Customer Success at Flexera, will lead a practical AI workflow sprint. Together, you’ll: • Identify low-value tasks draining CSM capacity • Redesign them using automation and AI • Explore how AI-driven insights can sharpen prioritisation • Debate where human judgement must remain front and centre This isn’t theoretical. You’ll break into small groups to rework a common CS workflow — health scoring, risk outreach, QBR prep — and outline how AI could elevate it.