Scaling Customer Success: How AI is reshaping the CS maturity journey

CSCnow is your chance to stream exclusive talks and presentations from our previous events, hosted by customer success experts and industry leaders.

It's a unique opportunity to watch the most sought-after customer success content – ordinarily reserved for CSC Pro members. Each stream delves deep into a key customer success topic, industry trend, or case study. Simply sign up to watch any of our upcoming live sessions. 

🎥 Access exclusive talks and presentations
✅ Develop your understanding of key topics and trends
🗣 Hear from experienced customer success leaders
👨‍💻 Enjoy regular in-depth sessions

Date: September 26, 2026
Time: 5:00pm BST
Location: Online

While AI promises to accelerate every aspect of Customer Success, many leadership teams are still determining where it delivers measurable value, where it falls short, and how it changes the roadmap for organisational maturity.

Explore a proven Customer Success maturity model through the lens of today's AI landscape. Examine the critical capabilities that define high-performing CS organisations, identify the inflection points that require leadership attention, and discover how AI is transforming some stages of maturity while leaving others fundamentally dependent on strategy, culture and human leadership. Leave with a framework for assessing where your organisation stands today, where AI can create meaningful advantage, and how to invest in the capabilities that will define the next generation of Customer Success.

Key Takeaways:

• Understand where AI adds real value - Identify which areas of Customer Success AI can accelerate, automate and enhance, and where human expertise remains essential.
• Assess your CS maturity - Use a proven maturity model to understand where your organisation stands, identify key capability gaps and spot the inflection points that require leadership attention.
• Build for the next generation of CS Learn where to invest in strategy, culture, capabilities and AI to create sustainable advantage as your organisation matures.

Meet the speaker:

William Chester, Chief Customer Officer at VitalSource Technologies

William Chester has more than 30 years of experience in digital learning, with a career spanning Customer Success, operations, business development, education, and organisational leadership.

As a member of the founding team at VitalSource Technologies, William has held a range of operational and global business development roles before becoming Chief Customer Officer. Today, he leads a 150+ person, multi-segment Customer Success, Support, and Operations organisation, focused on developing leaders, aligning teams around strategy, and delivering measurable, sustainable improvements across SaaS and non-SaaS lines of business.

Before VitalSource, William’s experience included higher education research, teacher training, instructional research and innovation, classroom teaching, an