The Agentic-First Playbook: Real Stories from CS Teams Building Agents at Scale

Session Abstract

While many CS organizations are piloting their first AI use case, some teams have already built 150+ agents and automations, resulting in 75% of customer interactions deflected, major crises stabilized in days, and new agents launching every week. In this session, Josh Schachter, SVP at Gainsight, unpacks real transformation stories—from the crises that forced teams to act to the structures that make it sustainable—showcasing actual workflows, tools (many free), and a framework attendees can use; specifically, attendees will learn how CS TechOps teams with zero AI experience became high-velocity building teams, the automations driving the biggest and most surprising impact, why three roles (visionary, chief of staff, implementer) are needed, and how teams are tracking ROI across every initiative using dashboards.