Episode description
How will AI impact customer success? Hear from Casey, Todd and guest Guy Galon, a seasoned customer success executive and strategic advisor about the role of AI in CS automation, onboarding, and support. Join the discussion on the importance of finding the right balance between human and AI capabilities.
They also discuss the potential of AI in generating content and improving customer engagement. The conversation concludes with the importance of being open-minded, curious, and setting realistic expectations when it comes to AI.
Takeaways:
- AI has the potential to greatly impact customer success by automating processes, improving onboarding, and enhancing support.
- Finding the right balance between human and AI capabilities is crucial to ensure effective customer engagement.
- AI can assist in generating content and providing recommendations, but human judgment and personalization are still essential.
- Curiosity, adaptability, and a willingness to step out of the comfort zone are important qualities for professionals in the age of AI.
- Customer success managers should be critical and judgmental of AI recommendations to define their limits and ensure they enhance their own capabilities.
- AI has the potential to enhance customer relationships by providing insights and helping manage relationships more effectively.
- Risks associated with AI include biased data and potential impacts on intellectual property.
Contents:
- 00:00 Introduction
- 04:17 The Current State of AI
- 07:08 Managing AI Expectations in CS
- 12:32 AI's Impact on Customer Success
- 20:11 The Role of Humans in the Age of AI
- 26:07 Balancing AI and Human Touch
- 30:18 Enhancing Customer Relationships with AI
- 36:52 Understanding the Risks of AI
Resources
Connect with Casey
Connect with Todd
Visit the show page
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Credits
Show direction: Debra Wilson
Show design: Kensie Smith
Show manager: Angela Allred