.avif)
How to Use AI in Customer Success
Learnings from the AI + Customer SuccessSummit
Learnings from the AI + Customer SuccessSummit
It was the AI event of the year for CS teams and the ops teams supporting them: Matik’s AI +Customer Success Summit.
The AI + Customer Success Summit brought together the top minds in customer success to help answer the question: how should customer success teams be using AI? This virtual summit, hosted by Matik, offered sessions around everything AI from how to incorporate AI into customer success strategies to how teams can start implementing AI in their day-to-day workflows.
Speakers included customer success & operations leaders from top companies, includingOpenAI, Okta, Greenhouse, Glassdoor, and many more.
The main focus: How should customer success teams be using AI?
This e-book summarizes the key learnings from each session. You also have the opportunity to dive deeper and “be there” -just click on the link at the end of each session page to watch the recording.
To kick off the summit, Nik Mijic had a fireside chat with Aliisa Rosenthal to help provide context on why AI was becoming important. Aliisa, as the Head of Sales at OpenAI, had a front-row seat to the sudden interest in AI and its applications. She shared her perspective as one of the pioneers in the space.
1 AI has potential to enhance customer success by artfully extracting, analyzing, and summarizing data, transforming manual data handling into automatic actionable insights.
2 Current AI models such as; GPT4 from OpenAI, offer substantial benefits but require carefully crafted guardrails and human oversight to ensure accuracy and precision.
3 As models evolve and improve, the need for such strict guardrails lessens, opening even broader potential applications for AI in all industry sectors, particularly in healthcare and customer success.
4 The use of AI in customer success not only facilitates data analysis, but also helps in understanding new industries, unfamiliar roles, and preparing for meetings, thus being a powerful tool in decision making.
5 AI could potentially bridge the gap in the last mile dilemma in data enablement, not only pulling data but analyzing it and providing actionable insights, letting customer success managers focus more on building relationships.
Creating an end of year email consists of four major steps. Now before you think that we are oversimplifying, don’t worry we are not. There’s definitely a lot happening in each step, and we’ll dive into the specifics.
1 AI's adoption rate by portfolio companies is unprecedented, indicating that both startups and incumbents are fully embracing it and moving quickly up the AI complexity curve.
2 We are still at the peak of AI's hype cycle, despite metrics showing a decrease in unique visitors or time spent. The potential and enthusiasm for AI remain strong.
3 AI is expected to reshape power dynamics within companies, as it emphasizes different functions and roles that may benefit from embracing it. Product marketers may see increased importance as they own the AI-powered content.
4 Successful integration of AI is about supercharging existing roles and processes, making professionals more efficient and heightening their capacity to personally cater to customers.
5 Proper change management and effectively leveraging AI in a phased approach can help customer success teams be more efficient and deliver improved customer value.
AI will quickly change the way that you deliver your customer journey and how your teams work to achieve your business goals. This is true whether you are in Success,Support, Education, Implementation, Services or CustomerOps.
Are you ready for what’s coming and what you need todo to prepare?Join Rod Cherkas as he facilitates a conversation with post sale and AI experts about how ChatGPT and AI will transform Customer Success.
1 AI isn't just for drafting communications or analyzing data; use it to pull insights from customer interactions with AI transcription tools to better train teams.
2 AI can also be utilized to generate responses to product-related inquiries, enhancing customer experience and delivering personalized support seamlessly.
3 Before looking to invest in new AI tools, evaluate your existing tech stack. Many companies are incorporating AI into their current functionality.
4 AI can assist with process improvements and increase productivity, creating the capacity to do more with less and ultimately scaling the business.
5 When planning AI integrations, focus on the areas that would have the most substantial impact: customer retention, churn reduction, and process optimization.
If you’re wondering how you, a CSM, should be using AI in your day-to-day interactions with customers, this session is for you. Hear from top CS leaders on how they are planning to help their CSMs, and themselves, use AI to enhance customer relationships and uplevel the whole customer journey. Panelists include customer success innovators fromMixpanel, Glassdoor, Hubspot, and RideCo.
1 AI is transforming customer interactions by functioning as a co-pilot to customer service, improving speed and accuracy in accessing relevant information.
2 Adoption of AI in customer success enhances a more natural interaction with products, reducing the need for customers to navigate complex interfaces.
3 AI provides a key avenue for personalization in high-touch customer interactions, enabling customer success teams to deliver more personalized value.
4 Application of AI daily workflows of customer success teams aids in automating administrative tasks and free the team to focus on more strategic areas.
5 Investment in AI benefits customer success teams, eliminating repetitive tasks, offering fresh perspectives on customer data, and promoting relationship-building.
While customer-facing teams are racing to implement AI and start leveraging it throughout the customer journey, it falls on operations teams, like revops and CS ops, to help make sure they are doing so thoughtfully and carefully. Anew technology like AI can add tremendous value, but it also requires an objective approach that considers how it’s used and potential implications. Hear what ops leaders have to say about integrating AI into tech stacks and where they see the opportunity being unlocked.
1 AI can be used to build better cohort models. By assessing customer health at scale, we can prioritize the right customers at the right time for efficient use of resources, leading to improved commercial outcomes.
2 We can see efficiencies in our teams' workflows through AI. By automating administrative tasks, AI not only saves time but bolsters strategic value.
3 Applying AI to specific use cases rather than adopting a one-size-fits-all approach can yield smarter results. This can be as simple as using AI to quickly find similar customer use cases, comparison, or benchmarking.
4 We can improve customer journey outcomes by using AI. By creating effective digital customer journeys that are personalized and targeted, we can drive customer outcomes even faster and complement the human-led journey that customer success managers take.
5 Despite the benefits, we must remain cautious about AI, making sure that it doesn't completely replace the valuable aspects of human connection in customer success. AI should be seen as a tool to enhance rather than replace our roles.
Hakan shares his expertise and insights on leveraging AI to take your productivity to new heights. Discover how AI driven analytics and automation can revolutionize Customer Success with real-life examples and practical advice, providing you with invaluable insights. Don't miss this transformative session. Boost your productivity with AI!
1 Use AI for productivity and customer success: AI technology can streamline various processes, analyze substantial data and personalize customer experiences, resulting in improved productivity and customer success.
2 Implement AI for automating tasks: Automated business reviews, predictive analytics, and customer health analysis are some powerful ways AI can be used in customer success.
3 Personalization is imperative: While automation is vital, it's crucial to balance it with personalization to provide a human-like experience.
4 Add value with AI tools: Tools like Fireflies.ai, Matik and Canva can help to optimisemeetings, presentations, and content creation for added value in your company.
5 AI evolution in customer success: Staying updated with AI's advancements can be agame-changer for customer success teams. Experiment with AI tools and utilise them aspart of your strategies.
Discover the transformative power of ChatGPT in the world of Customer Success. This engaging and interactive session will open your eyes to the potential of ChatGPT to revolutionize your daily tasks, customer interactions, and career.
1 ChatGPT technology has the potential to enhance your skills and provide you practical knowledge for integration in your daily routines.
2 Being specific, concise, and providing context is the foundation for an expert prompt to use with ChatGPT.
3 ChatGPT can help improve productivity. It can help in brainstorming, generating ideas, and speeding up tasks.
4 When constructing a prompt for ChatGPT, consider personas, context, constraints, and structure to gain better outputs.
5 ChatGPT forms a new paradigm of work – we can start getting work done promptly and learn along the way with its guidance.
AI is already having a significant impact in the way businesses of all sizes and in all sectors operate. Leaders need to understand that their jobs must quickly evolve &the way they guide their teams forward will require them tocall upon skills they either don’t possess or that they have until now rarely used. Come away from it with a framework& a few actionable steps for more effectively guiding their teams into the new AI-infused business landscape.
1 In the age of AI, customer experience becomes paramount and it’s important for businesses to utilize AI to improve their customer success.
2 AI will likely lead to a more accurate and transparent performance management process, improving the fairness and objectivity of evaluating employees.
3 Leaders need to adapt and evolve to effectively utilize AI in their practices, producing more value for their companies.
4 Increasing importance is placed on communication skills as AI accelerates the pace of business processes and information flow.
5 Leveraging AI can improve job satisfaction as it allows workers more time to focus on high-value tasks rather than spending time on data assembly and analysis.
Are you skeptical about AI? Do you think AI is just ChatGPT? Are you wondering what AI has to do with Customer Success? In this session we will cover what AI is, why you should care about it, and what you should do with it. Spoiler Alert: AI is a transformational technology on the scale of automobiles, planes, radio, television, internet, and mobile. The hype is because it has started to "hockey stick".If you haven't thought about it or started to dig in on AI yet,NOW is the time to pay attention and get involved.
1 Understanding AI is crucial as it now plays a key role in various areas such as personalizing customer experience, improving search efficiency and advancing medical processes.
2 AI is now easily accessible for companies to improve various business operations and processes – from email generation to API and data management.
3 The implementation of AI in businesses can have significant revenue implications –increasing site dwell time, boosting sales and tailoring customer experiences.
4 As AI continues to develop at a rapid pace, staying updated and continuously learning about new tools and applications will benefit your career greatly.
5 Being able to utilize AI effectively means understanding its limitations and possibilities, which includes being wary of ethical implications and bias that may be inherent withinAI systems.
Learn how Okta has embedded personalization into their digital-led customer success experiences and how AI can drive personalization to the next level.
1 The customer success journey should be personalized to every individual based on their needs, preferences, and lifestyle, to drive them towards adoption and retention.
2 Metrics such as time to value, customer health scores, and renewals can be used to gauge customer engagement and adapt personalized messaging for them.
3 Ensure you are continually updating your approach based on current trends, customer needs, and economic conditions through AI and other technologies.
4 Labouring over data points and personalizing based on what customers want, not just what you want, can contribute to meaningful customer success.
5 AI can complement customer success efforts, particularly where manpower is limited, by addressing different customer scenarios and reacting to changing needs.
This session will provide a framework for thinking through different kinds of AI that are becoming available for CS leaders, and choosing when to apply them to various projects. We'll explore both internal and external uses of AI in CS as a part of this discussion. You'll come away with a practical structure that will help you decide on the AI approaches that fit your CS program.
1 AI can be utilized in customer success for health scoring, journey pathing, and creating customer-focused presentations.
2 Accuracy and bias are critical considerations in using AI, the quality of your data greatly impacts the reliability.
3 Understand the legalities and ethical issues in using AI, especially around copyright infringement and confidentiality.
4 The adoption of AI depends on the cost, the specificity of your requirements, and the size of your opportunity.
5 AI can be used to turn strategic conversations with clients into detailed goal plans saving time for customer success managers.
AI is still an emerging priority for Customer Success Leaders pushing the customer-led growth function toward a digital future. Of those using AI, 75% report they started in just the past two years. Learn with Emilia D'Anzica on how to leverage AI quickly to scale your organization.
1 AI enhances Customer Success (& revenue) by enabling personalized customer interactions, offering predictive analytics, improving language localization and ensuring data-driven insights.
2 Insights from AI-generated data must be checked for accuracy and implicit bias before applying the actions derived from it.
3 AI can boost productivity and speed, freeing up Customer Success Managers to focus on relationship-building and strategic tasks.
4 Investing in AI requires a plan for operationalizing and scaling the system, else it risks under utilization.
5 The adoption of AI should enrich relationships without compromising on data privacy and security. AI is full of potential, embrace the unknown.
A deep dive into how AI can be leveraged to enhance &transform how you work with enterprise & mid-market segments. This session isn't just about understanding AI—it’s a deep dive into how AI can be leveraged to enhance your daily tasks and transform your customer relationships. Through relatable examples and actionable strategies, this session will empower you to integrate AI into your everyday workflow. A must-attend session for both aspiring and veteran CSMs.
1 Embrace AI to automate repetitive tasks, deepen customer understanding & generate more valuable insights - it's your personal data scientist available 24/7.
2 Use AI to become more human and empathetic in customer interactions by reviewing emotion-charged responses, providing a chance to respond more understandingly.
3 Leverage AI tools for multilevel support to create chatbots and knowledge bases in multiple languages, enhancing customer experiences on a global scale.
4 Start small with AI integration, focusing on automating low urgency tasks, and gradually expand its application as you understand its capabilities better.
5 Leverage AI for advanced data analysis, efficiently processing complex reports and revealing deep insights that would take weeks or months to gather manually.
Have you tried leveraging AI to create content only to end up with a result that wasn't quite what you were looking for?Then you’ll want to join this workshop where we’ll practice using AI to create new pieces of customer-facing content, and repurpose pre-existing collateral.
You’ll come away from this hands-on session with content that you can immediately use.
1 AI can facilitate customer success tasks like preparing agendas or planning metrics and can accommodate industry-specific context better results.
2 AI tools, such as Matik's Presentation Enhancer, can generate comprehensive executive summaries or slide talk tracks, saving time and ensuring consistency.
3 The AI template builder can create personalized document templates using company specific data and website design elements, ideal for one-pagers or email templates.
4 Benefits of leveraged AI in customer success include time-saving, consistent messaging, and the ability to generate content that is easy-to-digest and highlights key metrics.
5 The Presentation Enhancer and AI Template Builder can be used beyond QBRs, for instance, in year-end reviews or creating success plans and pitch decks. These tools can elevate everyone's analytical capabilities.
Does your CS team struggle with translating data into insights? Are you trying to figure out how to get AI to do it for them (maybe even yourself)? Then you’ll want to attend this workshop, where we will practice using AI to create high-level takeaways and insights from data and its visualizations. You’ll come away from this hands-on session with new data insights that you & your team can immediately use.
1 AI can help CSMs refine data and create SQL queries by using tools like ChatGPT. Being specific with table and column names yields better results.
2 Presentation Enhancer can help CSMs generate executive summaries or talk tracks from presentation decks, saving valuable time and providing meaningful insights.
3 Matik's dynamic content creation process can bring insights directly into your presentation with a single step. It reviews your data and decides what valuable information to include.
4 Matik's AI Insight feature allows you to have better control over the specific insights you want to pull from your data, getting a description, analysis, or comparison.
5 Detailed descriptions during the data input process will lead to more accurate and relevant outputs, including resolution time metrics and ideal target measurements.
Matik leverages the power of AI to add data-driven insights directly to your prospect- and customer-facing content.
Matik automates the creation & sending ofGoogle or Powerpoint presentations with personalized text, metrics, images, tables, charts, and data-driven insights.
Spend less time combing through your decks and use Presentation Enhancer (Matik’s Google Slides add-on) to create executive summaries for your presentations.
Ensure you and your team don’t forget an important takeaway by using PresentationEnhancer to generate a talk track for your presentation.