Retention has overtaken acquisition as the primary growth lever for SaaS, but most CS teams are still reacting to churn signals after the fact instead of acting on them early. This session by Isha Narayan, Head of Customer Success at Qualtrics, looks at how AI is changing that: unifying fragmented customer data across product, support, and sales into a single view of account health, and turning usage patterns into concrete expansion opportunities before a CSM would spot them manually. Key takeaways: - Unifying product, support, and commercial data into one view of account health - Spotting churn signals weeks before renewal conversations - Using AI to surface upsell and cross-sell moments automatically - Moving CS workflows from reactive reporting to proactive action - Tying AI-driven retention work back to NRR For any CS leader who's tired of finding out about churn risk in the renewal meeting instead of months before it, this session offers a practical look at what's actually working right now, not a vendor pitch on AI capability, but a real playbook for turning customer data into revenue you can forecast and defend to the board.