Munish Gandhi’s Post

It was great to bring together this amazing group of #CS leaders for our first #AI in CS luncheon. With Ashvin Vaidyanathan Atashi Jain Charlyn Everett Michael Edelstein Harshita Banka Kshama Swamy Leanna Castello Michael Liu Nadav Shem-Tov Rigo Rodriguez Rod Cherkas Sandra Bustos Sarita Agrawal UVL (Narayana) Uppuluri Navin Agarwal Ashvin kicked us off by laying out a clear framework for how AI is acting as a catalyst to drive key business priorities for his team at LinkedIn: 1️⃣ Accelerate value delivery 2️⃣ Improve customer experience by reducing friction 3️⃣ Increase productivity and operational efficiencies And shared specific examples of solutions they have implemented and outcomes it is driving. We had an insightful discussion on how the #CSM role will evolve with #AI - if you decompose CSM responsibilities into a 2X2 across “Opportunities for Automation” and “Critical for Value Delivery”, it is easier to identify the low hanging fruit with AI. And we had a fun discussion on how folks are using ChatGPT today: ✅ What do I need to know about this person? (LinkedIn profile)? ✅ What did company X share in their last earnings release about these topics …? ✅ Help me understand more about this industry around these topics ✅ For an executive-level escalation, can you help me write an email to summarize support case notes, engineering team input, customer notes etc? ✅ Help me prepare for this customer meeting (Bring together insights from last meeting, who are the people in the meeting, major news about customers)? ✅ (Fun fun) If you don’t like ChatGPTs response, tell it “You can do better than this. Otherwise I have to go to Claude” The consensus view emerged that trust and accuracy are hurdles for wider team adoption, but this group is definitely leveraging ChatGPT for everyday use cases. We will be hosting the next lunch on July 12. Meanwhile, Ashvin Vaidyanathan will kick us off this Friday for our Virtual Meetup this Friday, 6/21 Noon PST if CS Leaders wants to register: https://lu.ma/a93gbyr1

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Rigo Rodriguez

Customer Success & Customer Experience Leader I SaaS, Cloud, Hybrid I Global Operator I DEI Champion I Digital Strategy & Transformation

1mo

Thank you Munish Gandhi for bringing everyone together. Thank you to Ashvin Vaidyanathan for sharing the great work happening at #Linkedin. I look forward to future insightful discussions on the trends in #CS

Leanna Castello

I build customer success organizations that are data-driven, revenue-generating, and scale-ready.

1mo

Great event and huge thank you to Ashvin Vaidyanathan for sharing some of the AI applications you all are using at LinkedIn! 💡

Rod Cherkas

Strategy Consultant and Advisor to CCOs and Post-Sale Leaders | Speaker | Author of REACH & The Chief Customer Officer Playbook

1mo

Thanks for pulling this group together for such an important and engaging discussion. I learned so much from the attendees. Munish Gandhi

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