This is Growth! How AI is Transforming CS with Elias Torres, CTO Founder of Drift & Agency (Part 2)
10 snips
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.
AI Snips
Chapters
Transcript
Episode notes
Evolving CSM Role
- CSMs won't be entirely replaced by AI, but their roles will change significantly.
- They'll focus on high-value interactions and strategic oversight, similar to how executives use assistants.
Executive Sponsor Program
- Daphne Costa mentions HubSpot's executive sponsor program, requiring extensive preparation like "preparing the president".
- This highlights the potential for AI to streamline such processes.
Personalized CS for the Long Tail
- AI agents can provide personalized customer success for smaller clients, treating each as if they were the only one.
- This solves the challenge of cost-effectively serving the long tail of customers.