This is Growth!
How AI is Transforming CS with Elias Torres, CTO Founder of Drift & Agency (Part 2)
Jan 16, 2025
Elias Torres, co-founder of Drift and founder of Agency, dives deep into how AI is reshaping customer success. He discusses real-world AI applications enhancing customer experiences and the importance of ethical considerations. Torres emphasizes the need for customer success managers to adapt to more analytical roles while integrating AI and video technology for personalized interactions. With a focus on navigating data privacy challenges, he highlights how AI can foster trust and streamline communication, transforming customer relationships.
37:28
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Quick takeaways
- AI enhances the role of Customer Success Managers by allowing them to focus on high-touch interactions and deeper analytical conversations.
- Personalized AI-driven customer experiences optimize engagement, requiring a reevaluation of existing processes for better efficiency and insights.
Deep dives
The Future Role of Customer Success Managers (CSMs)
The role of Customer Success Managers (CSMs) is expected to evolve significantly rather than be replaced by AI agents. While AI will take over many routine tasks, CSMs will engage in deeper analytical conversations and oversee customer relationships. The use of AI is seen as an enhancement to the CSM role, allowing them to focus on high-touch interactions when truly needed. This change will lead to more strategic and fulfilling roles for CSMs, emphasizing the value of human relationships in customer success.
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