This is Growth!

Discover how AI reshapes the way companies gather and utilize customer feedback. Dive into the transformative power of Twine as it connects insights with product development teams. Learn about the crucial role of positive feedback in motivating teams and enhancing responsiveness to customer needs. Explore the importance of building trust through effective feedback loops and how personalized communication can significantly improve customer experiences. This engaging discussion sheds light on fostering a customer-centric culture for lasting success.

Gemma Cipriani-Espineira, a Customer Success executive with a rich background at Twilio and Chili Piper, shares her journey from law to leading Customer Success teams. She discusses the importance of data-driven strategies for enhancing customer outcomes and retention. Gemma emphasizes the need for tailored engagement with long-tail customers and innovative segmentation methods. Additionally, she unveils the 'Big Six Framework' for understanding customer needs, and explores the role of AI in the future of customer success.

How AI is Transforming CS with Elias Torres, CTO Founder of Drift & Agency (Part 3) In this series, we cut through the AI hype in Customer Success. Join Daphne and Elias on "Redefining Customer Success" - exploring the real intersection of AI and CS beyond the buzzwords. Our special guest Elias brings hands-on expertise in building and scaling AI solutions: ⚡️ Co-founded Drift (acquired by Salesloft for $1.2B) ⏫ Now building Agency, the AI Agent for B2B Customer Success In this series, you'll discover how AI is genuinely transforming customer experience, and what it means for the future of Customer Success. What we'll cover: - Beyond the Hype: Real-world applications of AI in Customer Success that are making an impact today  - Experience Transformation: How AI is meaningfully enhancing customer experiences - with concrete examples  - Future Vision: What CS professionals need to know about their evolving role in an AI-powered world Tune in for straight-talking insights from the frontlines of AI and CS!

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.

Elias Torres, co-founder of Drift and now leading Agency, shares his insights on AI's transformative role in customer success. He cuts through the hype by discussing real-world applications that genuinely enhance customer experiences. The conversation explores the evolving responsibilities of customer success professionals in an AI-driven landscape and highlights the need for personalized interactions. With a focus on navigating challenges and fostering trust, Elias offers a roadmap for leveraging AI to build stronger customer relationships.

Kris Rudeegraap, the founder and CEO of Sendoso, discusses the essential role of strategic gifting in business growth. He highlights how thoughtful gifts enhance customer relationships and engagement, particularly during the festive season. Kris shares insights on leveraging gifting as a communication tool, showcasing its ability to double win rates and speed up deal closures. Listeners learn practical examples and strategies for integrating gifts into their marketing efforts, making gifting not just an option, but a necessity for success.

Discover the secrets behind building high-performing teams that drive substantial revenue growth. Leaders share insights on transforming customer success into a revenue powerhouse through human-first strategies. Learn about the pivotal role of customer success managers in fostering long-lasting client relationships. The discussion emphasizes the importance of aligning teams and utilizing storytelling to enhance customer experiences. Dive into strategies that combine business acumen with effective leadership to boost retention and drive measurable results.

Kirsten DiChiappari, VP of Customer Success at VCom Solutions, shares her inspiring journey from HR to customer success leadership. She discusses how CRM and AI tools can enhance engagement with low-touch customers while maintaining quality. Kirsten emphasizes the importance of data-driven strategies for improving retention rates. She also highlights the need for continuous learning and innovative customer segmentation methods. Tune in for insights on optimizing customer success operations and transforming client relationships!

In this discussion, Shachar Avrahami, VP of Product & Strategy at EverAfter, shares insights on curating content for improved customer success. He addresses the pitfalls of information overload and the evolution of customer roles towards automation. Shachar emphasizes the significance of a giving mindset in SaaS networking and the need for clear metrics to enhance engagement. He also highlights the importance of thoughtful design and hyper-personalization in creating seamless user experiences, ultimately aiming to empower customers and improve outcomes.

Join Paul Weston, GM of Service Hub at HubSpot, who leads innovation in customer success solutions. He sheds light on the powerful new Customer Success Workspace and Health Score features that can significantly enhance customer retention. The discussion covers the importance of unified data, team collaboration, and personalized interactions in B2B environments. Paul reveals how integrating product usage data can improve customer insights, making it essential listening for anyone in customer success or SaaS.