This panel discussion will explore the potential of generative AI (GenAI) in scaling customer success (CS) teams, operationalizing for scale, improving client experience, and reducing friction points.

The discussion will focus on the following key areas:

Understanding GenAI Literacy: Ensuring that customer success managers (CSMs) have a solid grasp of the fundamentals of AI and GenAI, as well as broader industry trends, to effectively leverage these technologies in their work.

Exploring Customer Success AI Tools: Examining AI-powered tools that can assist CSMs in note-taking, task list creation, automation, template generation, content creation, and integration with a single source of truth.

Scaling CS Teams with a Customer-Product Centric Approach: Discussing the importance of aligning customer needs with the product experience, and transforming CS teams into an extension of the product team through customer feedback mechanisms, continuous experimentation, data leveraging, and personalization of the in-product experience.

Structuring, Automating, and Standardizing CS Operations: Exploring the three key aspects of scaling CS teams: proper structure (organization, roles, segmentation, and engagement models), systems and automation (leveraging data, digital CS, and AI tools), and repeatable processes (scaling human playbooks with well-defined processes, templates, and training).

Operationalizing CS Teams for Efficiency and Scale: Examining best practices for optimizing CS team operations, including workflow automation, resource allocation, performance measurement, and continuous improvement strategies to ensure efficiency and scalability.

The panel aims to provide valuable insights and strategies for CS teams looking to harness the power of generative AI to scale their operations, enhance client experience, and reduce friction points.

Speakers:

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

> Check out the CSM Practice Podcast and Youtube channel

Rodrigo Fernandez - Founder & Fractional Growth Leader at NxtLevel SaaS

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Q&A

Do you have an example of where you have used AI in the last 6 months that has made your role easier/better?

Christine: I have used AI in the last 6 months as follows -

> Researching companies and clients

> Editing my written content

> Create communication templates

> Obtain icebreaker ideas

> Understand some new concepts like the "Flywheel" and "Hedge Hog" methods for strategic planning