CHURN FM E288 | How AI Is Transforming Customer Success with Sivan More of HiBob
20 snips
Apr 25, 2025 In this insightful discussion, Sivan More, VP of Customer Success at HiBob and seasoned expert with over two decades in the field, delves into the evolution of customer success. She shares how AI is revolutionizing customer journeys through personalization and data-driven strategies. Topics include building scalable, skills-based teams amid AI advancements and the importance of balancing emotional intelligence with automation. Sivan also highlights the changing metrics in SaaS and the imperative of nurturing strong client relationships to combat churn.
AI Snips
Chapters
Transcript
Episode notes
Evolution of Customer Success
- Customer Success evolved from basic relationship management to predictive, prescriptive, and now more personalized approaches.
- New technologies enable creating tailored journeys based on customer actions and personas.
Persona-Based Personalization in CS
- Personalization in CS now targets specific user personas with tailored content and expertise.
- This approach supports diverse roles like managers, recruiters, and L&D experts with relevant engagement.
Dynamic Segmentation and AI
- Dynamic segmentation groups customers by shared behaviors and business states for targeted engagement.
- AI enhances this by refining individual patterns while respecting privacy, enabling more precise personalization.