It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
…
continue reading
Content provided by Andrew Michael. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Andrew Michael or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
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E292 | How AI Is Rewriting the Customer Success Playbook: Lessons from 600+ CS Teams
Manage episode 488093141 series 2505086
Content provided by Andrew Michael. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Andrew Michael or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
Today on the show we have Jamie Davidson, the CEO and Co-Founder, and Kelley Turner, the SVP of Global Customer Success at Vitally.
In this episode, Jamie and Kelley share their experience in helping over 600 companies scale customer success operations through Vitally’s platform.
We then discussed how AI is reshaping CS workflows—from reducing manual data entry to enriching conversations with actionable insights.
And we wrapped up by discussing the evolving role of CSMs, the importance of human connection, and how AI is enabling CS teams to drive strategic business outcomes.
Mentioned Resources
Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.
Chapters
1. E292 | How AI Is Rewriting the Customer Success Playbook: Lessons from 600+ CS Teams (00:00:00)
2. Redefining customer success in the AI era (00:01:41)
3. Balancing personalization and scale with AI (00:04:58)
4. Enrichment vs. efficiency: Two big AI opportunities (00:07:31)
5. From information to action: Turning insight into impact (00:11:45)
6. Aligning CS and product through data-driven feedback (00:15:10)
7. The limits of health scores and AI-generated actions (00:21:28)
8. Will AI reshape CS orgs—or just make them more efficient? (00:25:24)
293 episodes
Share
Manage episode 488093141 series 2505086
Content provided by Andrew Michael. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Andrew Michael or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
Today on the show we have Jamie Davidson, the CEO and Co-Founder, and Kelley Turner, the SVP of Global Customer Success at Vitally.
In this episode, Jamie and Kelley share their experience in helping over 600 companies scale customer success operations through Vitally’s platform.
We then discussed how AI is reshaping CS workflows—from reducing manual data entry to enriching conversations with actionable insights.
And we wrapped up by discussing the evolving role of CSMs, the importance of human connection, and how AI is enabling CS teams to drive strategic business outcomes.
Mentioned Resources
Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.
Chapters
1. E292 | How AI Is Rewriting the Customer Success Playbook: Lessons from 600+ CS Teams (00:00:00)
2. Redefining customer success in the AI era (00:01:41)
3. Balancing personalization and scale with AI (00:04:58)
4. Enrichment vs. efficiency: Two big AI opportunities (00:07:31)
5. From information to action: Turning insight into impact (00:11:45)
6. Aligning CS and product through data-driven feedback (00:15:10)
7. The limits of health scores and AI-generated actions (00:21:28)
8. Will AI reshape CS orgs—or just make them more efficient? (00:25:24)
293 episodes
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Similar to CHURN FM
It didn’t all change in March 2020. Not really. The UK high street has been in the throes of a gradual revolution for decades. From the rise of ecommerce, to the birth of mobile, social commerce, and a growing emphasis on experience, change has been underway for a while. In fact for many, the pandemic has acted as a wake-up call. Digital transformation was no longer a ‘nice to have’ but a matter of survival. Necessity sparked innovation and customers are enjoying more flexibility and conveni ...
…
continue reading
The fun email marketing podcast. Sell more of your online courses, grow your membership and bring in more coaching clients with email marketing that doesn't stink. Sound good? Then join your fellow Email Marketing Heroes for your weekly dose of fun, practical, yet brutally honest email marketing advice. You can listen in to a piping hot, fresh episode every 'Email Marketing Wednesday' or if you prefer learning with your eyes instead of your ears, we turn each episode into a full written blog ...
…
continue reading
Alessandro Bogliari, CEO and Co-Founder of The Influencer Marketing Factory, a global influencer marketing agency, talks with great guests about influencer marketing, social media, the creator economy, social commerce and much more.
…
continue reading
Big tech is transforming every aspect of our world. But how, and at what cost? This season of Land of the Giants – The Disney Dilemma – focuses on Disney’s ability to weather the ups and downs of the business cycle and changing tastes and explores what has kept it successful for over 100 years. The entertainment giant has leveraged nostalgia and its intellectual property to build a beloved brand, but after an acquisition spree that included Marvel, Lucasfilm, and 20th Century Fox, can it sus ...
…
continue reading
Custom Manufacturing Industry podcast is an entrepreneurship and motivational podcast on all platforms, hosted by Aaron Clippinger. Being CEO of multiple companies including the signage industry and the software industry, Aaron has over 20 years of consulting and business management. His software has grown internationally and with over a billion dollars annually going through the software. Using his Accounting degree, Aaron will be talking about his organizational ways to get things done. Hi ...
…
continue reading
B2B marketing strategy grows ever more complex, with marketers needing to understand strategy, marketing technology, e-commerce, customer success, and more. This show covers it all, from a Business-to-Business perspective. From the creators and host of the award-winning The Agile Brand with Greg Kihlström podcast, comes B2B Agility™, a podcast focused on how B2B marketers and the brands they represent become category leaders and drive optimal results for the business and their customers. The ...
…
continue reading
Kipp Bodnar (HubSpot’s CMO) and Kieran Flanagan (Hubspot's SVP of Marketing), lead you down the rabbit hole of marketing trends, growth tactics and innovation. On the way you’ll pick up undiscovered strategies to give you that slight edge for success. These are not your typical twitter thread regurgitated marketing tactics that everyone is doing. These are new methods, with unfiltered examination of successful fresh ideas.
…
continue reading
The Partnership Economy explores the power of partnerships through candid conversations and stories with industry leaders. Our hosts, David A. Yovanno, CEO and Todd Crawford, Co-founder, of impact.com, unpack the future of partnerships as a lever for scale and an opportunity to put the consumer first.
…
continue reading
Stephan Piscano founder of The Real Estate Networking Group the largest real estate group online interviews experts in real estate, finance, sports, motivation and more as we use common sense concepts to give investors insights on financial markets and have a lot of fun talking sports, politics and business motivation as well!
…
continue reading
Timeless wisdom in an accelerating world. Hosted by Shane Parrish. “The highest density of wisdom per episode of any podcast.” Weekly Newsletter: fs.blog/newsletter Books: fs.blog/books X: x.com/ShaneAParrish IG: www.instagram.com/farnamstreet LI: www.linkedin.com/in/shane-parrish-050a2183
…
continue reading
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