AMA: Unity Senior Director, Partner Success, Games, Stuart Knox on AI and Customer Success

Vibes. While it's easy to use the word of 2025 as a throwaway answer to this "Vibes" is the only way to approach AI strategy, as everything changes so fast! This personally works for me, and I've got a distinct lack of patience for long, drawn-out design phases, requirements documentation, and all that, and prefer to just get into it and start doing stuff. Any AI strategy you wrote more than 3 months ago is already completely irrelevant and out of date. What I would suggest is developing an outc ...Read More

As yet, AI hasn't significantly influenced resource allocation in terms of people doing stuff, but we've been able to pivot the focus to be less around finding stuff out, and more to be how that stuff is delivered to our customers. Stuff being super complex, niche technical or product usage questions. Unity is an incredibly complicated tool that no one person can understand in its entirety (at any depth anyway). Still, our internal AI-driven knowledge base allows our CS team to access that data ...Read More

I'm actually seeing quite fundamental shift in the customer success space as AI starts to take up more room (and this is true across most tech and tech adjacent roles - the nature of work is changing. How? err :shrug:) As much as we can be predictive in this rapidly evolving space, Customer Success professionals need to not be customer success professionals, but strategy and product enthusiasts. They can layer the excitement and the why, as AI is largely going to replace the how. Gone are the da ...Read More

Very much from the context of AI as an assistant for Customer Success functions rather than a replacement, CS team members should be able to know whether an AI produced or assisted outcome is valuable and any CS team member needs to be able to fall back on themselves and their own I(ntelligence) if it turns out to be wild gibberish. They need enough enablement, confidence, and permission to ignore the AI, and their leadership needs to make all this true. Create an outcomes framework and test aga ...Read More