The CS Leader's AI Roadmap

About this webinar

Every CS leader has heard that AI changes everything. Most have a pile of pilots to show for it and no clear line from those experiments to anything that moved the number.

That's the honest state of things. A handful of CS orgs are running AI in real production. Most are still stuck in experiments and proofs of concept that haven't changed how the team actually works. And the pressure isn't slowing down: across SaaS, CS and Support rank second and third for AI-driven workforce change, behind only Engineering. The expectation is here. The playbook isn't written.

This session is where we write it. Kim Peretti walks through what the leaders who are actually doing this have learned: how to move from scattered experimentation to something operational, what it does to roles, span of control, and budget, and how to lead a team through a change none of them signed up for.

You'll leave with a first-principles framework for your next 3, 6, and 12 months. Where to start. What to sequence. How to manage it. How to measure it.  

What you can expect

• Where CS actually is in the AI journey. The real distribution: who's in production, who's still piloting, and what the leaders out front are seeing that the rest of the field isn't.
• How to get from experimentation to impact. Pilots are easy. Operationalizing them is the hard part, and the whole point. We'll get specific about how to turn siloed activity into something the org runs on.
• What it means for the org you built. CS teams were designed for a different set of expectations. Expect a frank read on role evolution, span of control, and budget planning for what's next.
• A framework you can use Monday. A first-principles plan across the next 3, 6, and 12 months: where to start, what to sequence, how to manage, how to measure.
  
  

Who is this session for?

CS leaders, Chief Customer Officers, VPs, and the people who own the number, who are done collecting AI pilots and want a clear plan for what to build next. If you're responsible for how your org runs over the coming year, this hour is for you.