This week on The Modern Customer Podcast, Kristi Faltorusso, Chief Customer Officer at ClientSuccess, joins me to discuss how she’s transforming customer success through personalization, relationships, and AI. With over a decade of experience, Kristi has helped SaaS companies build impactful customer success programs that drive results.

Kristi shares how to design personalized customer journeys, leverage AI tools like ChatGPT to enhance workflows, and foster genuine connections that build trust and loyalty. She also dives into how leaders can create authentic content to connect with their audience and adapt to the challenges of a changing SaaS landscape.

From balancing authenticity and professionalism to rethinking workflows for AI integration, this episode is packed with actionable insights.

🎧 Tune in now to learn how to elevate your customer success strategy and deliver better results for your clients!

03:35 What Makes Customer Success Different from Customer Service

08:02 Rethinking Workflows: Guiding Customers to Unlock AI’s True Potential

08:51 Actionable Tips for Creating Engaging Content

11:55 Balancing Authenticity and Professionalism in Personal Branding

14:14 SaaS Predictions: What’s Ahead for CX and Tech Companies

Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.

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