AI isn’t just about algorithms and tools - it’s about people. While organizations race to adopt new technologies, most AI pilots fail not because of the tech, but because of culture, trust, and change resistance. Success depends on preparing your teams to adapt, embrace, and thrive alongside intelligent systems. This session explores the human side of AI adoption, drawing on leading research in change management and real-world lessons from organizations that have navigated the shift. You’ll learn how to turn skepticism into curiosity, reduce fear of replacement, and build a culture where humans and AI complement each other. Key takeaways will include: • Why most AI initiatives fail and how to avoid the common pitfalls • Change management strategies to guide teams through uncertainty • A people-first framework for scaling adoption • How to shift organizational mindsets from fear of loss to excitement about possibility • Practical techniques to build trust, engagement, and confidence in AI tools Walk away with a practical playbook to help your organization succeed with AI - not by focusing on the hardware or software, but by empowering the people who bring it to life.

Join our dynamic networking roundtable session where you'll engage in a series of brief, structured interactions with fellow customer success leaders and industry experts. Each interaction is a unique opportunity to share insights, exchange contact information, and discuss potential collaborations. This session aims to maximize your networking potential, ensuring you leave with actionable ideas to enhance your customer success strategies. Topics: • Career mentorship: What are your next steps to level-up in customer support? • Avoiding a 'case closure culture' with select KPIs • Agentic AI: preparation, training & successful implementation