AI can make individual employees more productive. Leadership has to turn that productivity into customer and business value. Across the post-sales journey, teams use specialized systems to manage implementation, adoption, support, and renewal. Yet the customer’s reason for buying should remain visible throughout. When that context gets lost between teams and tools, customers repeat themselves, employees reconstruct account histories, and activity takes priority over outcomes. In this session, Neal McCoy explores how humans and AI agents can work together to preserve context, improve continuity, and keep customer value realization at the center of the experience. Drawing on his Value Realization article “Robots & Humans: AI with ROI,” he outlines how to direct AI toward meaningful information, connect that intelligence across systems, and turn successful experiments into repeatable operating practices. Human judgment and accountability remain essential throughout. Attendees will leave with a practical approach to applying AI with purpose—and measuring its contribution to customer outcomes and business performance. Key Takeaways: - Learn how to teach AI what matters. - Gain understanding on preserving continuity across the customer journey. - Get clarity on how to make purposeful AI adoption a leadership discipline.