Automate This, Not That: A Framework for Knowing the Difference

Session Abstract

In this session, Kevin Yang shares a practical framework for deciding how Customer Success teams should approach AI and automation. Drawing on experience across AI product development and customer operations, the session explores which workflows are best suited for automation, where human ownership remains essential, and how teams can avoid scaling inefficient or poorly designed processes. Attendees will leave with actionable guidance for balancing efficiency, accountability, and customer experience within their own AI strategies.