CSM Practice - The Customer Success Podcast

AI Is Changing Customer Success Forever

Jan 10, 2025

In this discussion, Lihong Hicken, CEO of TheySaid.io and a visionary in AI technology, introduces transformative AI-powered surveys that revolutionize customer feedback. She emphasizes moving away from outdated surveys, showcasing AI's ability to deliver real-time, personalized insights that enhance customer engagement. Lihong reveals how these tools identify upsell opportunities throughout the customer journey, boost revenue, and allow customer success teams to focus on strategic growth initiatives rather than routine tasks.

31:19

Episode guests

Lihong Hicken

AI Summary

AI Chapters

Episode notes

Podcast summary created with Snipd AI

Quick takeaways

AI-powered surveys revolutionize customer feedback by providing dynamic and personalized interactions, enhancing engagement and response rates significantly.

Leveraging AI not only identifies upsell opportunities throughout the customer journey but also improves operational efficiency for customer success teams.

Deep dives

The Shift to AI-Driven Customer Feedback

The discussion highlights the transformation in customer feedback collection with the advent of AI technologies. AI-enabled surveys enhance customer engagement by allowing dynamic and real-time interactions, making the feedback process more intuitive and responsive. Traditional surveys are often lengthy and tedious, resulting in decreased response rates; AI surveys tackle this by personalizing questions based on the customer's previous answers. Such an approach not only increases engagement but also ensures that customers feel their feedback is valuable and impactful.

Intro

3min

AI-Driven Surveys: Enhancing Customer Engagement

10min

AI-Driven Survey Revolution

8min

Enhancing Customer Engagement Through Targeted Surveys

2min

Transforming Customer Experience with AI

4min

Revolutionizing Customer Feedback through Interactive Surveys

3min

Is traditional customer feedback collection dead?

Lihong Hicken introduces a groundbreaking AI survey tool that not only enhances customer experience but also provides real-time insights and upsell opportunities.

Say goodbye to outdated, long-form surveys and discover how AI can deliver dynamic, personalized feedback while driving strategic growth for your business.

Click here to watch the interview on YouTube!

𝐇𝐈𝐆𝐇𝐋𝐈𝐆𝐇𝐓𝐒

- AI-powered surveys increase customer engagement by providing dynamic, personalized feedback in real-time, improving the overall customer experience.
- AI helps boost revenue by identifying upsell opportunities throughout the customer journey, not just at renewal times.
- AI-driven efficiency allows CS teams to focus on strategic initiatives, as the AI handles routine tasks like follow-ups and feedback analysis.

𝐀𝐁𝐎𝐔𝐓 𝐎𝐔𝐑 𝐆𝐔𝐄𝐒𝐓

Lihong Hicken, CEO of TheySaid, is a visionary leader known for creating new categories and leveraging technology, data, and experimentation to solve complex problems. With a focus on collaboration, clarity, and customer-centric innovation, she leads her team to rapid growth and mutual success.

🔗 You may connect with Lihong via LinkedIn

𝐔𝐒𝐄𝐅𝐔𝐋 𝐋𝐈𝐍𝐊𝐒

🎥 Watch: Why You Need NPS Surveys

🎥 Watch: Improve Customer Surveys!

⏬ Download: Customer Value Journey Map Template

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