AI in Customer Success is evolving quickly. What started with assistants that summarise calls or draft emails has now advanced to intelligent agents that can run entire playbooks. Picture a renewal agent sending emails, making calls, updating the CRM, and escalating risks, all within the guardrails you define.

This session will explore how Agentic AI is reshaping CS roles and workflows, why it will not replace humans but instead change how we scale, and the practical steps you can take today to prepare your team.

We’ll explore:

• How AI agents disrupt the old “growth = more headcount” model
• Where AI delivers meaningful value in CS, and where it still falls short
• Practical, low-lift steps to prepare: cleaning your data, setting guardrails, and upskilling your team

Walk away with actionable insights to future-proof your CS strategy and confidently embrace the age of AI and agents.