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[WiCS PowerUp Masterclass S2:E3] Preparing for AI and Agents
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WE ARE BACK with another Women in Customer Success limited edition episode, where we bring you an exclusive PowerUp Masterclass in partnership with our friends at Gainsight.
In today’s conversation, we’ll 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 discuss:
- 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
You’ll walk away with actionable insights to future-proof your CS strategy and confidently embrace the age of AI and agents.
Featuring
Liam Gilleran, RVP Solutions Consulting & Customer Success, Gainsight
Giorgia Pedenzini, Senior CSM, Gainsight
Marija Skobe-Pilley, Founder, Women In Customer Success
👉 Follow Liam on LinkedIn: https://www.linkedin.com/in/liamgilleran/
👉 Follow Giorgia on LinkedIn: https://www.linkedin.com/in/giorgiapedenzini/
👉 Learn more about Gainsight: https://www.gainsight.com/
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About Women in Customer Success Podcast:
Women in Customer Success Podcast is the first women-only podcast for Customer Success professionals, where remarkable ladies of Customer Success connect, inspire and champion each other.
Follow:
Women in Customer Success
- Website - https://www.womenincs.co/podcast
- LinkedIn - linkedin.com/company/womenincs
- Instagram: https://www.instagram.com/womenincs.co/
Host Marija Skobe-Pilley
- LinkedIn - https://www.linkedin.com/in/mspilley/
Check out our Courses:
- The Revenue CSM - https://womenincs.co/the-revenue-csm
Chapters
1. Setting The Stage On AI Feelings (00:00:00)
2. Panel Intros And Real-World Examples (00:02:55)
3. Poll: How Teams Use AI Today (00:05:45)
4. What AI Agents Are And Aren’t (00:07:37)
5. Aha Moments: Brick‑By‑Brick Agents (00:12:00)
6. High Touch Vs Long Tail Use Cases (00:15:30)
7. Jobs, Fears, And Human Judgment (00:19:40)
8. Where To Start: Data And Guardrails (00:22:10)
9. Upskilling Teams And Prompt Craft (00:25:00)
10. Live Q&A: Risk, Workflows, Governance (00:27:00)
11. Final Poll And Key Takeaways (00:46:00)
150 episodes
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