Nina Wilkinson

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 p...

AI is incredibly powerful and changing the way we interact with customers but we must thoughtfully balance its potential with its environmental impact (I live in Californ...

We've all experienced frustrating support interactions where automated systems fail to provide the human connection we need. Think about those moments when you're repeate...

For me, without a doubt, it's Logo Retention (LRR), especially in the SMB/MM space. While everyone's chasing that shiny Net Revenue Retention number, many leaders are usi...

Vitally's AI capabilities offer us powerful integrations across our customer success tech stack (highly recommended). It summarizes all call transcripts via its native in...

While it’s still a bit early for us to fully measure the multi-year impact of AI on our CS processes, we have seen significant improvements in our overall understanding o...

With our expansive customer base of millions of users, traditional monitoring methods often miss critical sentiment signals. AI has empowered the CS team in our ability t...

Admin time previously consumed a large portion of our CS team’s overall bandwidth. A year ago, our team would have to do extensive handoff/transition notes from Onboardin...

I've actually seen founders make two costly mistakes when building their CS team. Hiring: Too early (burning cash on overhead you don't need)Too late (watching churn rate...

I've lived this one and it was PAINFUL. The biggest mistake for me as I've grown teams is not hiring my first line manager fast enough. At one point I was doing 18 1:1s p...