AMA: LinkedIn Head of North America Customer Success, LinkedIn Talent Solutions, Steph Gerpe on AI and Customer Success

AI has opened new doors for us to be more intentional in how we engage with our customers—and how they engage with us. Here are a few examples: Smarter Insights from Customer ConversationsAI overlays across tools and platforms are enabling us to extract deeper insights from customer interactions. We're now able to identify key takeaways from conversations, track how customer objectives and focus areas evolve over time, and surface next steps based on AI-assessed customer sentiment and energy. Th ...Read More

To ensure we were targeting the highest-impact areas, we began by anchoring our efforts in the core priorities of our Customer Success organization. Setting AI aside for a moment—where do you see the greatest operational friction? Based on organizational surveys or other insight-gathering forums, are there inefficiencies creating internal or customer-facing pain points? What’s standing in the way of delivering optimal value to your customers? By exploring questions like these, we were able to ge ...Read More

To date, AI has not materially changed the composition of our organization—but it is certainly reshaping how we think about the work we do. We’re operating under the belief that “AI will transform work, not eliminate it.” With that in mind, we’re being intentional about where we want our team members to allocate their mindshare as AI continues to evolve the nature of work. For example, AI can now automate many of the important yet repetitive or rote tasks that Customer Success team members previ ...Read More

This may be more specific to our Customer Success organization, but at the current stage of AI integration, we’re primarily leveraging AI solutions through our tools strategy. This approach allows us to avoid the ongoing responsibility of maintaining model accuracy over time, enabling us to focus instead on the thoughtful integration of AI platforms into our operational rhythm—rather than investing in homegrown development and upkeep. That said, we’ve intentionally built a process that encourage ...Read More

AI has significantly unlocked data connections and surfaced insights that were previously undiscoverable—primarily due to our distributed data foundations across multiple teams, platforms, and toolsets. Through AI overlays, we’ve been able to bridge analytical gaps and construct a comprehensive customer profile that highlights both opportunities and vulnerabilities. This empowers our Customer Success teams to deliver timely, targeted interventions that drive meaningful outcomes. With increased c ...Read More

This has been a critical area of focus for us—both internally and in support of our customers, many of whom are now working closely with internal AI advisory boards, compliance task forces, and legal teams. Staying aligned with our own legal and compliance partners has been essential to ensure that all internal AI tools, AI tools in the products that our CS teams support, as well as AI overlays in externally leveraged platforms, meet rigorous privacy and security standards. Equally important has ...Read More