How do you measure and track the long-term impact of AI on customer health scores and overall customer success?
1 Answer
Meenal Shukla
Gainsight Senior Director of Customer Success • July 3
Still too early to answer this question but we have found that customers who adopt AI features have higher retention rate than customers who don't. AI adoption is going to be a key health score metric for us in order to drive stickiness for our product.
518 Views
Related Ask Me Anything Sessions
Gainsight Senior Director of Customer Success, Meenal Shukla on AI in Customer Success
Top Customer Success Mentors
John Brunkard
Sitecore Vice President of Customer Success APJ
Meenal Shukla
Gainsight Senior Director of Customer Success
Rebecca Warren
Eightfold Director, Customer Success
Ben Terrill
Brex Senior Director, Customer Success
Nicole Alrubaiy
Jellyfish Senior Vice President, Customer Success
Natasha Evans
Hook Head of Customer
Caoimhe Carlos
Udemy Vice President Global Customer Success
Michael Maday
Gainsight Senior Director, Customer Success
Jessica Haas
Appcues Chief of Staff & VP of CX
Kiran Panigrahi
Gainsight Senior Director - Client Outcomes
Related Questions
How did you approach the initial strategy and roadmap for integrating AI into your customer success function?How do you foresee the role of customer success professionals evolving as AI becomes more integrated into the field?What metrics do you use to evaluate the ongoing performance and relevance of your AI models and tools?What types of predictive insights have you gained through AI that were previously unattainable, and how have these insights influenced your strategic decisions?How has AI influenced your resource allocation within the customer success team?How do you handle the challenge of model drift and ensure your AI models remain accurate over time?