Customer Success Playbook Episode 13 - Emilia D'Anzica - AI in CS

This episod of the Customer Success Playbook podcast focuses on how AI is transforming customer success. Emilia from Growht Molocules talks about,  how AI platforms can aggregate data to build more insightful executive business reviews. Help with training, by giving feedback to help CS teams improve. She also discusses how AI helps with customer communications, by enabling personalization, pulling in account data, and even automating messages.

Some of the key insights are:

• The podcast focuses on how AI is transforming customer success, especially around onboarding, education, outreach, and retention.
• Tools like Update AI help capture meeting info, provide transcripts and next steps to boost CS team efficiency.
• AI platforms like Maddock can aggregate data to build executive business reviews with new insights.
• AI can help provide training feedback to CS teams on areas to improve like keywords missed or voice delivery.
• AI enables personalization even in automated communications by pulling in account data.
• Pitfalls when implementing AI include poor rollout, lack of communication on its purpose, and unclear roles. Reflection and iteration are key.
• AI allows CSMs to spend less time on repetitive tasks and more on using data strategically.
• Important AI voices highlighted are leaders at Update AI, Mira Murati of ChatGPT, and CS platform companies incorporating AI.
• Data privacy, mental health support, ethics and human-centric AI are important considerations for the future.

Find out more about Emilia and her company at https://growthmolecules.com/
You can also access the white paper discussed in the Podcast at https://hubs.ly/Q0213rkj0

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You can also find the CS Playbook Podcast:
YouTube - @CustomerSuccessPlaybookPodcast
Twitter - @CS_Playbook

You can find Kevin at:
Metzgerbusiness.com - Kevin's person web site
Kevin Metzger on Linked In.

You can find Roman at:
Roman Trebon on Linked In.