AI is rapidly reshaping Customer Success, but technology alone isn’t the differentiator. The real challenge (and opportunity) lies in bringing CS teams along on the journey. In this session, Garima Nagpal shares how Microsoft is driving AI adoption in CS by focusing on people, mindset, and practical enablement - without overwhelming teams or losing the human touch. You’ll learn how to: - Turn AI from a buzzword into everyday, trusted tools for CS teams. - Enable, upskill, and inspire teams to confidently adopt AI in their workflows. - Balance automation with empathy to deliver smarter, more human customer experiences. If AI is on your CS roadmap and you’re wondering how to get real buy-in—not eye-rolls—this is the session you can’t afford to miss.