Ancestry's business is built on trust. Members share their family history, their DNA, their most personal stories. When support fails that trust, they don't just churn; they leave with something irreplaceable. In partnership with Ada, Ancestry redesigned support around what actually matters: does the member leave with what they came for, and do they stay? From 2.1M conversations to a live voice agent saving cancellations in real time, this session traces Ancestry's journey from assisted CX to a fully agentic program — and what it takes to turn support into something that grows the business. Key takeaways - Automated resolution rate is an input, not the goal; the north star is whether the member got what they came for - A cancellation call is a retention moment; Ada's voice agent applies real offers on the call, live on production APIs - One engine across voice, chat, six languages, and nine countries means fixing something once makes it work everywhere - Proactive outreach — catching an expiring card before the member notices — is where support starts growing the business - When discovery is the product, every resolved contact is a reason to stay

As customer expectations continue to rise, Customer Success teams are moving beyond simple automation and chatbots toward more intelligent, adaptive systems that can understand intent, take action, and continuously improve over time. The focus is shifting to proactive value delivery, faster time-to-value, and more connected customer experiences across the entire lifecycle. In this keynote, leaders from Ada will explore how AI-powered customer experiences are evolving and what Customer Success organizations should consider as they rethink the role of AI across the customer journey. Through practical examples and live demonstrations, discover how AI can strengthen customer relationships while helping Customer Success teams operate more effectively and proactively drive outcomes. What this session will cover: - How agentic AI is reshaping Customer Success beyond traditional automation - Opportunities to improve time-to-value, retention, and customer outcomes at scale - Considerations for introducing AI while maintaining trust, consistency, and a human-centric approach - Real-world examples of AI supporting more intelligent, proactive customer journeys Key takeaway: Attendees will leave with practical insights into the next generation of AI-powered Customer Success and ideas for scaling value delivery and customer outcomes more effectively.