In today's fast-evolving landscape, learning to adapt to AI in customer success is crucial for staying competitive. Striking the right balance between human interactions and leveraging AI is key to optimizing resources and enhancing service efficiency. When used strategically, AI can help CS teams scale, streamline processes, and deliver personalized experiences at scale.

Some key takeaways from the Scale + CS Summit on what to do & when: how to leverage AI while also maintaining balance in your CS teams:

1. In “Human & Machine Symbiosis in Customer Success”, Alex Turkovic (Director of Global Digital Customer Success at Flexera) talks about how combining automation with personal touch can really boost the customer experience. For example, using chatbots for quick support and automating follow-ups after surveys to keep those customer relationships strong. He also highlights how tools like Slack, ROI calculators, and incorporating AI and generative technologies into daily workflows are often underused but have the potential to make a huge difference in customer success outcomes. Watch this session
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2. “Scaling CS for Maximum Impact & Leveraging AI” panel discussion with Christine Naidu (Enterprise Customer Success Manager), Eddie Chavez (Founder & Chief Growth Officer at Propelify.io Consulting), Harita Salvi (Senior Director, Global Customer Success at JumpCloud), Irit Eizips (Chief Executive Officer & CCO at CSM Practice), & (Rodrigo Fernandez - Founder & Fractional Growth Leader at NxtLevel SaaS) cover how to leverage AI effectively in customer success. The panelist discuss the importance of prioritizing continuous learning and developing key skills, such as a growth mindset, strong analytical capabilities, and effective communication. They also discuss how AI tools can help identify at-risk customers and predict churn by analyzing data patterns and customer feedback proactively. Integrating AI across teams, using the same platform and data sources, ensures consistency in messaging and workflows. Ultimately, sharing that the value of AI lies in translating insights into personalized actions to foster better customer interactions and boost retention. Watch this session
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3. Chad Rosh’s, (Manager of Customer Success at GaggleAM, ) “Scaling Customer Success with AI: A Practical Approach” discusses AI adoption compared to the early internet era. He shares an "aha moment" when integrating OpenAI's API with Google Sheets enabled quick, in-depth customer research, demonstrating AI's impact on customer insights. Chad also highlights key challenges in AI implementation, including the need for advanced models like GPT-4, innovative learning, and fostering creativity and experimentation for continuous improvement. For customer success, AI enables richer engagement through detailed customer profiles, supporting personalized conversations, and strategic relationship-building. Leveraging AI allows CSMs to analyze information faster, creating more time for customer-focused strategies. Watch this session

See all the sessions from the summit here