AMA: Seso Head of Customer Success, Ben Terrill on AI and Customer Success

I’m most excited about the evolution from simply AI features to a true AI agent that operates across the CS role. CSMs spend an incredible amount of time moving between s...

AI will raise the baseline expectations for every CSM. Teams will be asked to drive the same (or higher) retention and expansion outcomes with leaner resourcing, and the ...

The fastest path is to build digital muscle intentionally and consistently. Block a set amount of time each day or week to learn the fundamentals of digital CS: segmentat...

One of the first challenges is customer perception, especially in high-touch where expectations are premium and trust is a core part of the value. There is often hesitati...

It’s still early, but the most meaningful impact so far has been freeing capacity rather than immediately increasing account load for high-touch CSMs. Instead of using AI...