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How has AI changed the way you map the customer journey and lifecycle?

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3 Answers
AI and Customer Success
  1. Nina Wilkinson
    Nina Wilkinson

    ScaleUp CS Partner | Formerly Apollo, Lob, Canary Technologies • 11mo

    AI has helped us identify weak spots within our overall post-sales program. Despite our already strong 97% CSAT scores, AI helped us identify specific areas within that program that could use improvement.  For example, by analyzing our customer feedback and usage data, we discovered our integration training needed a major overhaul. We've since restructured our approach, leveraging our Apollo Academy content to create standalone and live webinars for users onboarding and separating admin training ...Read More

    1,667 Views
  2. Twinkle Bandla
    Twinkle Bandla

    Gainsight Associate Director, Client outcomes • 10mo

    Before AI, lifecycle management was a lot more manual. It mostly meant keeping track of key milestones, collecting feedback when we could, and stepping in to fix things when risks started showing up. It worked — but it was reactive and often time-consuming. Now with AI in the mix, a lot of those heavy lifts are automated. We can spot patterns in data, get real-time alerts, and know exactly when something needs attention — without having to go hunting for it. One such example is around  driving a ...Read More

    1,709 Views
  3. Steph Gerpe
    Steph Gerpe

    LinkedIn Head of North America Customer Success, LinkedIn Talent Solutions • 8mo

    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

    538 Views

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