When an AI agent handles a renewal conversation, resolves a support ticket, or flags an account as at risk, and gets it wrong, who is actually accountable? Most organizations are still working that out in real time. In this session, the panellists will unpack how their organizations think about ownership and accountability as agentic AI takes on more of the customer relationship, from governance and human in the loop checkpoints to how they measure whether an agent is actually improving outcomes. What this session will cover: - How to define accountability when AI agents act on behalf of a CS team - What human in the loop oversight looks like in practice at scale - How to measure whether an AI agent is genuinely improving customer outcomes - Where governance for agentic AI needs to sit inside a CS organization