NPS, CSAT and health scores aren’t wrong, they’re just late. By the time those numbers move. Your customer has already stalled, checked out, or started evaluating alternatives. The real signals live upstream: the onboarding task that went untouched for a week, the feature that got opened once and abandoned, the stakeholder who quietly stopped logging in. The problem is that those signals are nearly impossible to catch manually across hundreds of accounts. This session will teach you how to build an engagement layer underneath the metrics you already track. One that detects the earliest signs of disengagement and responds before it ever reaches your health score. We’ll introduce the concept of agentic engagement, a model where AI identifies signals humans can’t see at scale, and guides customers continuously, not just through a one-time onboarding project. You’ll see proof from three companies that tied engagement directly to retention, revenue, and operational scale, and leave with a practical framework to audit whether your current stack is catching disengagement early enough, or just confirming it after the fact.