Afraid of AI? Your Team Isn’t: Lessons From Early HubSpot to the Agentic Era

Session Abstract

In this session, Frank Auger shares lessons from leading operational and Customer Success transformation through multiple waves of technological change. Attendees will learn why many AI initiatives fail to gain traction, how leaders can successfully drive adoption across people, processes, and technology, and what makes the emerging agentic era fundamentally different from previous CS tooling shifts. The session also provides a practical framework for leading AI transformation within Customer Success organizations today.