See Around the Curve: Preparing Your Teams for AI Augmented Customer Success

Session Abstract

The shift to an AI-first operating model is already underway in Customer Success (CS), impacting everything from data utilization to team engagement and value delivery. This session will break down the necessary mindset, infrastructure, and team evolution to build a CS strategy ready for the future, providing a practical understanding of the change management needed today. Key takeaways include laying the foundation for an AI-powered CS organization, understanding how Customer Success roles, skills, and strategies will look in an AI-led future, and identifying why traditional CS metrics fall short and which signals will truly matter going forward.