Directors and VPs running CS teams are facing a familiar squeeze: rising expectations, flat headcount, and a C-suite demanding proof that CS drives revenue, not just renewal. Meanwhile, your product is becoming less differentiated by the day.

Jennifer Courchaine is living this. Her book, The Moat: Human-Centric Customer Experience in the Age of AI, was written for exactly this moment. As AI absorbs transactional work and accelerates commoditization across industries, the qualities that define great CS — trust, expertise, and empathy — become harder to replicate and more valuable to own. Most CS leaders are undervaluing them at precisely the point they become a competitive moat.

Join Jennifer, VP of Customer Experience at Vehlo, and ChurnZero CEO You Mon Tsang for a conversation built around Jennifer's framework and You Mon's practitioner perspective. They'll cover how to build internal trust and cross-functional influence, how to make smart AI integration build, borrow, and buy decisions for your CX roadmap, and how to translate CS value into the language that moves C-suite decisions.

What you'll take away:

• Why trust, expertise, and empathy are measurable business assets - and how to make that case upward
• A practical build/borrow/buy framework for integrating AI into your CS roadmap
• How to build influence and manage up when you have accountability without authority

Our Speakers: