CHURN FM
E289 | How AppsFlyer Uses AI to Build Superhuman CS Teams with Ziv Peled
May 2, 2025
Ziv Peled, Chief Customer Officer of AppsFlyer, shares his insights on leveraging AI to supercharge customer success teams. He discusses the shift from product expertise to becoming growth partners, emphasizing the critical role of habit-forming products in the subscription economy. Ziv reveals how AI can balance human touch with automation, enhancing personalized experiences. He also highlights the transformative impact of AI on team dynamics and communication, urging a focus on long-term customer relationships for sustainable growth.
43:15
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Quick takeaways
- The transition from product expertise to growth partnerships emphasizes the importance of understanding customer needs for sustainable growth.
- AI is reshaping customer success dynamics by enabling teams to improve efficiency, allowing for better customer engagement and rapid response.
Deep dives
Customer Success and Retention
The discussion emphasizes the critical role of customer success in driving retention and engagement. Successful companies often experience a 'magic threshold' where they transition to negative churn, showcasing effective customer engagement strategies. A focus on understanding customer needs and delivering value is essential for sustaining growth in the subscription economy. This realization reinforces the belief that companies must prioritize customer satisfaction and success to ensure long-term viability and profitability.
