May 19, 2023
AI in Customer Success
Key takeaways
ChatGPT has taken the world by storm and we are now all wondering how it will transform the Customer Success (CS) industry. For example, how will AI change the role of a CSM or will it even take CS jobs away? How can it help with customer retention? And what positive/ negative effects will it potentially have?
In this episode, our host Anika Zubair chats with Jan Young, Principal Consultant for The Success League about AI and it’s effect on Customer Success.
Jan Young is a Top 25 and Top 50 CS influencer, Top 50 Women leaders in CS, and Top 100 CS Strategist. As the Principal Consultant for The Success League, Jan facilitates workshops and provides coaching and private training for CSMs and CS Leaders. She specializes in helping Heads of CS become VPs and get a seat at the executive table. She is also passionate about unleashing the power of Customer Led Growth and building communities.
There is a lot of hype around ChatGBT in tech right now. But Jan belivies that it is important to understand that AI has already been here for a while. What’s different about ChatGPT is that it is working so well, and if used correctly, it should empower CS people to do things differently and enable our jobs to be easier.
“I think that it's time to start thinking a little differently about how we participate in AI and how we create guardrails for it. But we also need to take advantage of it, it is so important to get engaged in emerging technology when it's emerging, right?"
So this is just the beginning. What do you think AI-enabled customer success will look like in the next few years?
“We as humans need to step up and think about how we're taking things to the next level, and how we're going to contribute. I think we'll see a big change in the tools and for that we'll need to step up and and make ourselves better as well.”
Listen now to the full conversation with Jab and Anika to learn more about AI and it’s effect on Customer Success.
