Your CRM knows what customers have done. AI tells you what they're about to do. This session explores how CS teams are moving beyond reactive health monitoring to build predictive intelligence layers that flag expansion opportunities, surface intent signals, and detect risk before it becomes churn. The result: a book of business you're managing ahead of the curve, not behind it. Key takeaways: - How expansion propensity models work and what data inputs make them accurate enough to act on - The usage signals and behavioral patterns most predictive of both upgrade readiness and churn risk - How AI-generated recommendations are changing the CSM's daily workflow from gut-feel to data-led