The Customer Success Playbook

Customer Success Playbook Podcast S3 E63 - AI Revolution in Customer Success: From Chorus to Custom GPTs

Jun 8, 2025
In this engaging talk, John Huber, a seasoned customer success leader, unveils the revolutionary role of AI in enhancing customer success operations. He discusses tools like Chorus for conversation intelligence and Sturdy for analyzing unstructured data to predict churn and uncover opportunities. John challenges myths about AI replacing human roles, arguing it amplifies CSM capabilities instead. The conversation also highlights an innovative use of custom GPTs to strategize pricing renewals, illustrating how leaders are leveraging AI while maintaining crucial customer relationships.
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ANECDOTE

Chorus AI Boosted Coaching Efficiency

  • John Huber shared how using Chorus AI transformed his team's coaching by allowing review of customer calls efficiently.
  • It was valuable for grasping customer context before meetings, enhancing engagement effectiveness.
INSIGHT

AI Unlocks Unstructured Data Value

  • Sturdy analyzes unstructured customer communication like emails and tickets to detect churn risks early.
  • This capability represents a major advance in customer intelligence beyond traditional platforms.
ADVICE

Start Small With AI Use Cases

  • Start AI adoption with small, high-impact use cases like transcription and churn analysis.
  • Use AI to systematically uncover hidden customer needs and expansion opportunities embedded in conversations.
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