The Chief Customer Officer Podcast

What does world-class digital customer experience actually look like? In this episode, Justin Chappell, Head of Digital Strategy at OneTrust, breaks down the evolution of customer success from reactive firefighting to predictive, AI-powered engagement. Whether you're building your first digital CS motion or looking to integrate AI agents into your customer journey, this conversation offers actionable insights.KEY TAKEAWAYSThe CS Evolution Framework: Why moving from reactive → proactive → predictive requires fundamentally different thinking (and why proactive is closer to reactive than you might think)The 3 Pillars of World-Class Digital CX: Personalized, Predictive, and Digital-First—and how to operationalize eachDirty Data Isn't a Blocker: How predictive models can actually help you identify which data matters while learning from what's usableThe Power of Simply Asking: Why the best renewal signal is giving customers three options—Yes, No, or Undecided—and how to act on eachOnboarding That Works: The pilot process that cut first-time-to-value from 44 days to 8 days (and the customer feedback that made it possible)The Future CS Team Structure: New roles like AI Architect, Knowledge & AI Readiness Specialist, and Business Value ArchitectMonetizing Customer Success: How success packages create recurring revenue while delivering differentiated experiencesABOUT OUR GUESTJustin Chappell is the Head of Digital Strategy at OneTrust, where he oversees digital customer experience for 93% of the company's customer base. He's known for keeping things simple and saying what others are thinking.Connect with Justin on LinkedInCHAPTERS01:17 - The Evolution of Customer Success: Reactive to Proactive to Predictive04:11 - What "Predictive" Really Means (And Why It's Different from Proactive)08:44 - Dirty Data Isn't a Blocker: How Predictive Models Actually Work12:09 - The Truth About NPS Response Rates and Vanity Metrics20:49 - Starting from Zero: Implementing AI at OneTrust23:30 - The 3 Pillars of World-Class Digital Customer Experience31:10 - Lessons Learned: Roles, Timing, and Relevance35:39 - Building the Digital Tech Stack: CRM, CSP, and Community42:15 - Customer-Facing AI Agents: The Agentic CSM46:10 - The Future CS Team: AI Architect, BVA & New Roles53:38 - Managing AI Agents Like You'd Manage Your Best CSM59:24 - How AI Changes the CSM Role (Hint: They Can Handle More)About the Show: Chief Customer Officer Podcast is a show about real strategies for customer-led growth in the AI era—from leaders actually executing, not just talking about it.Your Hosts:Jay Nathan – CEO of Balboa Solutions and Co-Founder of ChiefCustomerOfficer.io Jeff Breunsbach – Head of Customer Success at Junction and Co-Founder of ChiefCustomerOfficer.io

In this episode, Jeff and Jay discuss the evolving landscape of customer success, the integration of AI tools, and the importance of gross revenue retention. They explore the metrics that define customer success roles, the challenges faced by early-stage companies, and the need for clear compensation structures. The conversation highlights the significance of creating effective customer success plans and the necessity of aligning customer success efforts with overall business goals.TakeawaysAI tools are transforming how we approach customer success. Customer success metrics are often poorly defined across organizations. Gross revenue retention is becoming a critical focus for investors. The structure of customer success teams can impact their effectiveness. Compensation for customer success roles needs to reflect their contributions to revenue. Early-stage companies must prioritize customer success to drive growth. Separation of roles within customer success can lead to better outcomes. Customer success should be a company-wide initiative, not just a team effort. Creating autonomy for customer success teams can enhance performance. Defining clear success plans is essential for customer retention.Chapters00:00 Website Redesign and AI Integration02:50 The Evolution of AI Tools05:28 Customer Success Metrics and Reporting08:18 The Role of Customer Success in Revenue Generation11:09 Compensation Structures in Customer Success14:06 Strategic Decisions in Customer Success16:51 Navigating Growth in Early-Stage Companies26:40 Sales Strategy and Market Share Growth28:21 Customer Success and Implementation Challenges30:06 Specialization in Customer Success Roles32:14 Creating Autonomy and Predictability in Sales34:51 Understanding Private Equity and Its Impact37:37 The Importance of Gross Revenue Retention40:16 The Role of Customer Success in Retention43:07 Innovative Approaches to Customer Success PlansAbout the Show:Chief Customer Officer Podcast is a show about real strategies for customer-led growth in the AI era—from leaders actually executing, not just talking about it.Your Hosts:Jay Nathan – CEO of Balboa Solutions and Co-Founder of ChiefCustomerOfficer.ioJeff Breunsbach – Head of Customer Success at Junction and Co-Founder of ChiefCustomerOfficer.io

In this episode of The Chief Customer Officer Podcast, Jeff Breunsbach and Jay Nathan delve into the evolving role of AI in branding and customer experience. Jay shares his recent experiences using AI tools like Claude and ChatGPT to refine branding strategies for his companies, Balboa and Greenshoot Innovation. They discuss the importance of context in enterprise AI applications, emphasizing that the effectiveness of AI agents hinges on their understanding of user preferences and business nuances. The conversation transitions into a broader discussion about the future of enterprise software, highlighting the need for reliable systems that can integrate AI capabilities while maintaining deterministic workflows.   The hosts also explore the implications of AI on job security and enterprise software, countering the prevailing narrative of doom and gloom. They argue that rather than replacing jobs, AI can enhance productivity by automating mundane tasks, allowing teams to focus on customer interactions. The episode wraps up with recommendations for AI-related resources and discussions on the potential for AI to personalize customer experiences, ultimately leading to more tailored and effective service delivery.     Chapters  00:00 Introduction and Weekend AI Experiments02:37 The Importance of Context in AI04:51 AI's Impact on Enterprise Software08:57 Balancing Deterministic Workflows with AI11:15 Personalization and Customer Experience16:38 AI in Developer Tools and Integration21:32 Recommended Resources and Closing ThoughtsAbout the Show:Chief Customer Officer Podcast is a show about real strategies for customer-led growth in the AI era—from leaders actually executing, not just talking about it.Your Hosts:Jay Nathan – CEO of Balboa Solutions and Co-Founder of ChiefCustomerOfficer.ioJeff Breunsbach – Head of Customer Success at Junction and Co-Founder of ChiefCustomerOfficer.io

Explore the intriguing shift from traditional coverage models to data-driven predictive approaches in customer success. Discover the necessity of manual data cleanup before implementing AI tools. Jay and Jeff dive into the concept of 'Vibe Coding,' creating software without writing code. They stress that leaders must engage with AI firsthand to effectively guide their teams. Additionally, the importance of implementing short-term tasks while preparing for automated solutions is discussed, all wrapped in a dynamic conversation about evolving organizational structures.

Jeff Breunsbach, a customer success leader at Junction, discusses transforming renewal functions using AI. He shares insights on the four critical data pillars for renewals, emphasizing the mapping of processes before automation. Jeff highlights the importance of creating tailored agent types, balancing operational efficiency with customer engagement. The duo delves into real-time data integration and the significance of personalization in customer interactions. They conclude by exploring tools for effective AI implementation, steering clear of potential pitfalls in decentralized development.