AMA: Splunk Senior Director of Customer Success/Enablement, Nancy J Luscri (She/Her) on AI and Customer Success

The philosophy around AI and human interaction is pretty simple—AI is here to enhance the human touch, not replace it. Ideally, your contact center solution should try to do a great job of striking that balance by letting AI handle routine requests and automate workflows, while smoothly escalating to human agents when things get more complex or emotionally nuanced. Agents are also equipped with AI-powered tools like intelligent routing, real-time insights, and contextual customer data, so when t ...Read More

Making the jump from a high touch CSM to a digital touch CSM role is really about shifting your mindset from hands-on, personalized relationship management to leveraging technology and automation to engage customers at scale. Instead of dedicated success plans and regular face-to-face QBRs, you'll be working with standardized automated journeys, email campaigns, help centers, and in-app messaging to support a much larger pool of smaller customers with minimal direct involvement. Getting comforta ...Read More

The future of AI in customer success is vast and exciting and every week, it seems like a new start-up appears on the horizon to tackle the problem and grab market share from the incumbents like SFDC. AI agents and assistants are set to become the front door of customer experience centers, handling routine tasks and freeing up human agents to focus on the stuff that really needs a personal touch, while advanced self-service chatbots will make 24/7 support smarter and more relevant than ever. AI ...Read More

This one has been interesting. Some team members are adopting AI tools fast and experimenting, while others are not investing the time.  Broadly-speaking, creating a curricula and learning paths for folks by role has been effective. On top of that, if you can assign a small team to come up with AI Use Cases by working with functional teams, that'll allow you to build real life scenarios where the teams who perform those roles could benefit greatly if agents were deployed in their day-to-day flow ...Read More

I suggest using AI in some pretty cool ways to make customer onboarding smoother and more efficient. From beefing up identity verification to keep things secure, to digging deep into customer data to streamline the whole process, AI is really doing a lot of the heavy lifting. Also, you can get AI-powered virtual assistants to handle routine tasks and personalized interactions, which means faster onboarding and happier customers. All of this adds up to less manual work, fewer bottlenecks, and som ...Read More

I suggest using smart AI to figure out who your customers are and how to reach them in the most personalized way possible. Like using AI/ML models to segment customers into groups based on their behavior, needs, and usage patterns which helps target the right people with the right offers at the right time. On the outreach side, you can leverage a tool like Gong to automate and scale personalized communications, pulling in data from emails, SFDC, and Zoom/Team/Webex to generate insights like deal ...Read More