AI can now hold a real conversation with almost any customer, which means the old logic of segmentation, human touch for big accounts, software for everyone else, no longer holds up on its own. This session covers how CS leaders are rethinking coverage models now that automation can serve accounts that used to get nothing, including where a hybrid motion actually works, why static segmentation set at the contract stage misallocates CSM time, and what still genuinely requires a human on the other end of the call. Key learnings: - Why static segmentation breaks down as AI capability grows - What a hybrid high-touch and automated motion looks like in practice - How to decide which accounts should move tiers as health and usage shift - Where human judgment still outperforms automation, and where it doesn't