Agents, Automation & What’s Actually Working in Customer Success

Session Abstract

AI is no longer optional in post-sales—it’s essential. Today’s Customer Success teams are moving beyond basic automation and embracing autonomous agents that reduce manual work, expand customer coverage, and drive outcomes at scale. In this session, we’ll cut through the hype to show what’s working, what’s not, and how to make AI—and agents—pull their weight in your CS strategy. Whether you’re in the middle of the pack or on the cutting edge, you’ll leave with clear takeaways on what to do next, what to avoid, and how to prove real impact. Key takeaways: Where we are in the AI adoption curve; Low-lift ways to deploy AI and agents now; Pitfalls to avoid and myths to ignore; How to measure AI’s impact.