How can AI as a strategic partner transform CS from reactive to proactive?

#updateai #customersuccess #saas #business

In this episode of the Unchurned podcast, we are joined by our dynamic duo of experts, James Sanders (AI Implementation Strategist) and Michelle Carter (Customer Success Innovation Lead). From automated call summaries and sentiment analysis to predictive analytics and personalized customer experiences, James and Michelle will guide us through the current trends and future possibilities of AI.

They discuss the burgeoning interest in specialized AI tools for customer success and delve into various applications—such as conversation intelligence, chatbots, and predictive health scoring—that are reshaping the industry. By leveraging AI, CSMs can focus on building relationships and delivering value with their new AI copilots.

Timestamps

0:00 - Preview & Intros

2:17 - AI and Customer Success

3:11 - Call summaries and follow-up generation

4:05 - Voice of the Customer (Sentiment Analysis)

5:11 - Predictive Analytics for Churn and Upsell

6:03 - Customer Health Scoring

6:40 - Task Automation and Workflow Orchestration

7:42 - Chatbots and Self-Service AI

8:37 - Personalized Content and Recommendations

10:52 - Sophisticated proactive retention alerts

12:02 - Embedded copilots for AI assistance

13:03 - Multichannel customer orchestration

15:45 - Solution Categories in AI for Customer Success

19:39 - Glossary of Terms Related to AI

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Youtube: https://www.youtube.com/@updateai9697

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👉 Connect with hosts

Jon Johnson: https://www.linkedin.com/in/jonwilliamjohnson/

Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/

Josh Schachter: https://www.linkedin.com/in/jschachter/

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Keywords:

How to keep your customers happy, customer success manager, customer support, customer success management, Customer Success Manager role, customer success metrics, AI implementation strategist, Customer success innovation, Generative AI, Customer success roles,

Software companies, Conversation intelligence tools, Call summaries, Predictive analytics for churn, Customer health scoring, Task automation,

Risk analytics, Customer feedback, Sentiment AI, Generative AI for content,

Large language models, Embeddings, Vector search, Fine tuning, Retrieval augmented generation, Proactive retention alerts, Multi-signal AI, Embedded co-pilots, Digital customer success

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Unchurned is presented by UpdateAI

About UpdateAI

At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.