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Hear how AI is redefining customer success and sales strategies. Listen to the second episode of “Experts of Experience,” featuring Matt Dixon, Founding Partner of DCM Insights. Dive in now!

✨ Great news! Our latest webinar about Customer Support’s Role in a Scaled Customer Success Motion is now available on-demand! 🎥 For those who couldn't attend or those who would like to revisit the discussion you can watch it here: https://lnkd.in/dMprzrnv ❤️ Huge thank you to Taylor Johnston from Vitally.io and Sam Chandler 💥 Customer Success and Experience and Startups from Zendesk for leading this insightful discussion. #customersuccess #customersupport #webinar #vitally #zendesk #customerexperience #techtrends #automation #AI

Interested in customer support or improving customer experience? If so, you should consider registering for our webinar on November 16th. Nate Brown, CX guru and founder of CX Accelerator, and my colleague, Fabrizio Trotti will cover a range of topics about the relationship between customer support and the C-suite. We will cover: - Why customer support and C-suite seem to be speaking two different languages. - What role do metrics such as NPS and CSat have in sharing information with upper management. - How customer support can help build an engine that makes VoC come to life. - When Generative AI can be used and how it can help to strengthen the relationship. - Audience Q&A Link to register in the comments below 👇

Today our very own Ilana Yakobi, VP Customer Success, spoke at The Customer Conference around optimizing customer success through RevOps. Key Takeaways: 💡 Set a process for Sales and Customer Success handover that aligns both teams on the POV success criteria, mutual actual plan and creates internal transparency. 💡 Implement monitoring tools to measure engagement and interactions by customers - this will help introduce AI to improve the overall customer success & support experience. 💡 Prioritize customer engagement models based on their lifetime value to help improve the COGS margins while also maximizing the revenue opportunities. Thanks for having us The Customer Conference! #saassecurity #customersuccess #AI

📢 Our Brand New Episode of the Customer Engagement Lab is Live📢 Learn from Travis Tyler, Kaylie Burchardt, and Cat Lim as they talk about the AI tool Jasper and dish about the latest things "Marketing Made Me Buy." Check out the full episode here: https://lnkd.in/enZUQKff

If you have customers then this is an event you shouldn’t miss. Customers demand more. AI makes it possible. Learn exactly how by signing up for this webinar. Link in comments

We had an engaging discussion, at times bordering debate 😀, with this amazing group of CS leaders at Statisfy’s second “AI in CS” luncheon yesterday. Neelu Shaikh Aditya Vasudevan Thiru Subramaniam Max Jacob Shri Chickerur Sujender Produturi Chitra Madhwacharyula Neeraj Gangal Priyanka Dhanawade Rigo Rodriguez (With Navin Agarwal) Neelu kicked us off by talking about how Gen AI is already making a meaningful impact in the consumer setting while in the enterprise setting it's still in the experimentation versus deployment stage. She laid out three clear use cases of Applied AI in Customer Success along with examples: 1️⃣ Drive CSM productivity through tools like Meeting Assistant 2️⃣ Build a comprehensive understanding of health to drive forecast accuracy 3️⃣ Mitigate churn risk by actioning customer insights i.e. sentiment, product usage etc As a group we discussed #CustomerSuccess driving/owning revenue (most agreed), and the importance of people and company culture in driving collaborative alignment for customer centricity. And we went around the table with everyone sharing how their teams are leveraging #GenAI today. A few examples below: 💡 Answer technical questions and build knowledge base 💡 Analyze customer sentiment based on emails and translate into executive updates 💡 Understand evolution of customer objectives from Sales-led pre-sales conversations to CS-led post-sales engagement 💡 Role play challenging customer conversations and coaching 💡 Generate QBR deck and personalized weekly/monthly updates The consensus view emerged that we are at the beginning of a big change. Customer Success will evolve meaningfully structurally (i.e. revenue ownership), process wise (CSM charter), and with associated tooling (Gen AI driven insights and automations). Schedule a demo and learn how Statisfy's GenAI solution is helping evolve Customer Success (www.statisfy.com). Stay tuned for an invite for our next lunch on August 16th. Experiencing FOMO :) Neelu Shaikh will kick us off this Friday (7/19) for our Virtual Meetup if anyone is Please register here https://lu.ma/5juti0y1

Top 5 contact center trends with industry expert Robin Gareiss. @Metrigy CEO and analyst, Robin Gareiss, shares her top five contact center takeaways and advice for customer experience leaders in 2024. 

🚀 Exciting news! We recently hosted a webinar with Sutherland and Forrester experts, discussing how customer care can become a value center for your business! 🎯 We delved into several key topics, including: ✨ Transitioning from cost center to value center. 🤖 Leveraging AI/ML in contact centers effectively. 🔄 The pivot points for realizing real business value. 🛠️ Turning strategy into practical execution for results. 📊 Integrating repeatable analytics processes into company DNA. Our panel boasted industry leaders like Max Ball from Forrester, Noah Beltran and Jeff Mortlock from Sutherland. 🙌 If you missed it, don't worry! You can view and download the presentation slides. Let's keep the conversation going and turn customer care into a value-generating powerhouse! 💪 #CustomerCare #ValueCenter #BusinessStrategy

We’ve got some burning questions for Thrasio, and we’re putting gershwin exeter, VP of Global Services, in the hot seat to answer them. Join us on June 18th (2pm ET) for our webinar, “Hot Wins: How Thrasio Uses AI and Automation to Achieve Top 1% Operational Excellence.” Here’s a sneak peek of what Gershwin will be sharing: How Thrasio’s Global Services team built an integrated tech stack to predict and proactively address customer dissatisfaction mid-journey. How Thrasio reduced its full resolution and first reply times while improving customer satisfaction across its expansive portfolio of over 190 brands. How service leaders can learn from Global Services to harness the power of automation and AI-powered technology to transform their CX and service delivery. And did we mention Gershwin and Tethr moderator Kurtis Hall will be sampling increasingly spicy hot sauces throughout the interview? (We’re taking a cue from the show “Hot Ones.”) Save your spot now: https://bit.ly/3JUzIeY #CX #customerservice #webinar