The agenda for this session included:

• Evolution of customer success from reactive support to proactive engagement
• Customer lifecycle stages, including onboarding, adoption, retention, renewal, and expansion
• Generative AI basics and core business applications
• Summarization, content generation, and data analysis use cases
• AI risks, human oversight, and accountability principles
• Data privacy, consent, and ethical AI practices
• AI copilot mindset for scaling customer success activities