WEBVTT
00:00:17.922 --> 00:00:20.731
Welcome to the customer success playbook podcast.
00:00:21.521 --> 00:00:25.282
I'm your host, Roman Trebon, and with me always is my co host, Kevin Metzger.
00:00:25.452 --> 00:00:27.121
Kevin, we're doing something a little different here.
00:00:27.121 --> 00:00:29.091
You want to tell our audience what we have going on?
00:00:29.966 --> 00:00:32.216
So been playing with the new AI.
00:00:32.307 --> 00:00:33.866
Well, it's not really a new AI tool.
00:00:33.866 --> 00:00:35.887
It's been out for a while, but it's got a new feature.
00:00:36.237 --> 00:00:37.097
Notebook LM.
00:00:37.686 --> 00:00:40.796
we're able to load all of our content into it.
00:00:40.796 --> 00:00:43.097
And Get it to generate a podcast.
00:00:43.097 --> 00:00:51.146
And so we did that for historically for 5, 000 episode or 5, 000 thousand download, that's hard to say.
00:00:51.756 --> 00:00:55.576
And I realized we could do it as a post game show.
00:00:55.627 --> 00:01:00.197
We used to do post games and wanted to see if we could get our post game started again.
00:01:00.207 --> 00:01:03.137
So we've got a post game episode for Meredith.
00:01:03.637 --> 00:01:04.977
Roman, you heard the episode.
00:01:04.977 --> 00:01:06.177
It's about six and a half minutes.
00:01:06.606 --> 00:01:07.367
What do you think?
00:01:08.417 --> 00:01:09.796
Yeah, I think this is really cool.
00:01:09.807 --> 00:01:17.766
if you've been listening to us for a while, or if you're just new to checking this out, we used to have an episode with a guest and then Kevin and I would do a separate episode where we'd break it down.
00:01:18.147 --> 00:01:23.387
We, as you know, we talk about AI a lot in the impacts AI have on customer success.
00:01:23.397 --> 00:01:27.897
So I love this, Kevin, that we're actually using AI, A lot of people are like, what is AI still?
00:01:27.897 --> 00:01:28.537
how do you use it?
00:01:28.546 --> 00:01:29.277
What does it do?
00:01:29.456 --> 00:01:31.887
this is great because we have our episode with Meredith.
00:01:32.156 --> 00:01:33.087
Totally check it out.
00:01:33.096 --> 00:01:35.277
She rocks we had an awesome interview with her.
00:01:35.307 --> 00:01:36.156
she is amazing.
00:01:36.576 --> 00:01:37.816
This is an episode.
00:01:38.096 --> 00:01:39.757
it's going to be two AI.
00:01:40.436 --> 00:01:41.376
Talents, right?
00:01:41.376 --> 00:01:44.947
I guess the kind of breaking it down in short summary.
00:01:44.947 --> 00:01:46.626
So think of it as like a little teaser.
00:01:46.897 --> 00:01:53.007
So you'll get the summary of our conversation with Meredith produced with AI host right now.
00:01:53.007 --> 00:01:55.076
I will say Kev, there's a tinge of jealousy.
00:01:55.376 --> 00:01:57.867
I think there may be a little better than me when I listen to them.
00:01:57.887 --> 00:02:00.587
So I got to up, maybe we got to up our game to kind of match them.
00:02:00.587 --> 00:02:01.906
They are really, really sharp.
00:02:02.206 --> 00:02:08.396
But what I think this is great is if you listen to, Meredith's episode, You can send someone this as a, as a, Hey, check this out.
00:02:08.417 --> 00:02:10.037
Here's some key topics, right?
00:02:10.056 --> 00:02:13.016
And then that may, that may get you to say, Hey, I want to hear more about Meredith.
00:02:13.016 --> 00:02:14.026
I'll check out the show.
00:02:14.167 --> 00:02:15.437
So I love that we're doing this.
00:02:15.456 --> 00:02:17.576
It's actually AI in action.
00:02:17.627 --> 00:02:22.167
I'm excited for this to be our first AI generated post game show.
00:02:22.637 --> 00:02:22.956
Yeah.
00:02:23.007 --> 00:02:28.606
And Roman, I'm doing a separate thing specific on notebook LM about how to use it.
00:02:28.657 --> 00:02:31.437
I'll have that video out probably by the time this gets published.
00:02:32.877 --> 00:02:33.217
Awesome.
00:02:33.276 --> 00:02:37.947
our audience, I hope you enjoy our AI replacements and the post game show.
00:02:37.986 --> 00:02:45.287
If you, any feedback, reach out at Roman Trebon at Kevin Metzger on LinkedIn, check us out on the LinkedIn customer success playbook.
00:02:45.556 --> 00:02:48.046
We'd love to hear your thoughts And as always,
00:02:48.616 --> 00:02:49.377
keep on playing.
00:02:49.417 --> 00:02:54.137
/Welcome to today's deep dive where we're tackling AI and its role in customer success.
00:02:54.586 --> 00:02:59.967
We're dissecting an interview with Meredith Mann from LinkedIn featured on the customer success playbook podcast.
00:03:00.396 --> 00:03:05.396
She had some really interesting takes on leveraging AI, not as a job snatcher, but as a powerful tool.
00:03:05.447 --> 00:03:06.437
It's a hot topic, right?
00:03:06.437 --> 00:03:08.467
It's AI coming for our jobs.
00:03:08.852 --> 00:03:16.972
What's refreshing about Meredith's approach is her focus on AI as a way to empower customer success teams, not replace them.
00:03:17.192 --> 00:03:17.942
Absolutely.
00:03:18.181 --> 00:03:23.301
She actually compares integrating AI into customer success with upgrading your bike tires.
00:03:23.671 --> 00:03:27.752
You're not changing the bike itself, or in this case the human element, you're just making it work better.
00:03:29.382 --> 00:03:34.801
That's a great analogy and it really underscores her point that AI should be viewed as an enhancement, not a threat.
00:03:35.171 --> 00:03:37.731
She even delves into a customer success equation.
00:03:38.111 --> 00:03:42.782
Customer success equals customer experience plus customer outcomes divided by effort.
00:03:43.352 --> 00:03:51.141
It's fascinating how AI can actually streamline those efforts leading to better experiences and outcomes without increasing the workload on customer success managers.
00:03:51.377 --> 00:04:00.597
It's like AI is taking over the tedious tasks so humans can focus on what they do best, building relationships and providing that human touch that's irreplaceable.
00:04:00.747 --> 00:04:01.477
Precisely.
00:04:01.977 --> 00:04:05.706
And speaking of making things smoother, Meredith gets into some practical advice.
00:04:06.086 --> 00:04:14.546
She talks about this idea of prompting like a pro, which boils down to how even small changes in the way you interact with AI can make a huge difference in its output.
00:04:14.836 --> 00:04:21.466
For instance, simply structuring a meeting invite with clear bullet points can lead to much more accurate AI generated summaries.
00:04:21.766 --> 00:04:22.547
That's a great tip.
00:04:22.596 --> 00:04:25.497
I'm always looking for ways to improve my use of AI tools.
00:04:25.526 --> 00:04:32.367
She also mentioned how LinkedIn teams are already using AI for things like note taking, summarizing meetings, and even drafting emails.
00:04:32.607 --> 00:04:34.966
And get this, it's already saving them hundreds of hours of work.
00:04:35.226 --> 00:04:42.266
It's incredible to see how quickly AI is changing the game in terms of productivity, but it's not just about these everyday tasks.
00:04:42.697 --> 00:04:51.497
Meredith highlights how AI can be used to personalize learning paths for customers, which is something that can be incredibly valuable in today's fast paced business environment.
00:04:51.826 --> 00:04:58.096
Imagine being able to provide customers with tailored content and recommendations based on their specific needs and goals.
00:04:58.607 --> 00:04:59.976
All powered by AI.
00:05:00.437 --> 00:05:04.607
It really speaks to the power of AI to personalize experiences at scale.
00:05:05.076 --> 00:05:14.857
Instead of a one size fits all approach, AI can analyze a customer's learning history, their goals, even their industry, and then suggest content or courses that are truly relevant to them.
00:05:15.101 --> 00:05:18.732
It's like having a personalized tutor who always knows what you need to learn next.
00:05:18.752 --> 00:05:19.401
Exactly.
00:05:19.692 --> 00:05:23.482
And what's fascinating is that this personalization extends beyond learning paths.
00:05:23.922 --> 00:05:28.622
Meredith also talked about how AI can help create more effective customer success plans.
00:05:28.922 --> 00:05:32.521
These are basically roadmaps that guide customers toward their desired outcomes.
00:05:32.762 --> 00:05:34.791
Okay, I can see where AI could be really helpful there.
00:05:34.802 --> 00:05:35.732
How did that actually work?
00:05:35.922 --> 00:05:47.771
Well, imagine being able to use AI to analyze all sorts of data Past customer interactions, product usage patterns, even industry trends to identify potential roadblocks before they even happen.
00:05:48.411 --> 00:05:53.992
Or using predictive analytics to anticipate a customer's needs and proactively suggest solutions.
00:05:54.411 --> 00:05:56.541
That's the kind of power AI brings to the table.
00:05:56.601 --> 00:06:00.706
So it's like having a crystal ball, but instead of vague predictions, it gives you actionable advice.
00:06:01.291 --> 00:06:01.951
Precisely.
00:06:02.451 --> 00:06:09.141
And speaking of actionable, Meredith also discussed how AI can revolutionize those often dreaded value reviews.
00:06:09.622 --> 00:06:20.151
Instead of manually sifting through data and trying to connect the dots, AI can analyze everything from customer interactions to product usage and market trends to provide data driven insights that are actually meaningful.
00:06:20.362 --> 00:06:21.351
That makes a lot of sense.
00:06:21.362 --> 00:06:23.672
It's not just about presenting data for the sake of data.
00:06:23.672 --> 00:06:28.401
It's about using AI to extract valuable insights that can help drive better outcomes for customers.
00:06:28.471 --> 00:06:29.091
Exactly.
00:06:29.291 --> 00:06:32.822
And that's where those Human Customer Success Managers, or CSMs, come in.
00:06:33.302 --> 00:06:38.607
They can leverage these AI powered insights to have more engaging and productive conversations with their customers.
00:06:38.776 --> 00:06:43.596
So even with all these AI advancements, it's still the human connection that makes all the difference.
00:06:43.776 --> 00:06:44.416
Absolutely.
00:06:44.536 --> 00:06:55.187
AI can provide the tools and insights, but it can't replicate the empathy, the emotional intelligence, the ability to build trust and rapport that are so essential for successful people.
00:06:55.271 --> 00:06:56.471
Customer relationships.
00:06:56.891 --> 00:06:58.041
It reminds me of something else.
00:06:58.041 --> 00:07:01.341
Meredith emphasized the importance of heart in the future of work.
00:07:01.672 --> 00:07:03.341
What exactly did she mean by that?
00:07:03.932 --> 00:07:06.492
It's a great question, and it speaks to a bigger point about A.
00:07:06.521 --> 00:07:06.802
I.
00:07:07.052 --> 00:07:16.901
Yes, it can automate tasks and analyze data like nobody's business, but it can't replace those uniquely human qualities like empathy, compassion and the ability to connect on an emotional level.
00:07:17.382 --> 00:07:21.682
Those are the things that truly make a difference in customer success or any relationship for that matter.
00:07:21.857 --> 00:07:22.747
That makes a lot of sense.
00:07:23.137 --> 00:07:26.666
So how does this all tie back to customer success managers or CSMs?
00:07:26.867 --> 00:07:30.197
What does their role look like in this future where AI is becoming more prevalent?
00:07:30.476 --> 00:07:33.877
Meredith's view is that CSMs are more vital than ever.
00:07:34.906 --> 00:07:35.797
Think of it this way.
00:07:35.997 --> 00:07:38.586
AI is like having a high powered engine in a race car.
00:07:38.997 --> 00:07:46.526
It's incredibly powerful, but it needs a skilled driver to navigate the course, make strategic decisions, and ultimately win the race.
00:07:46.976 --> 00:07:48.377
The CSMs are the drivers.
00:07:48.656 --> 00:07:54.536
They take the insights and capabilities AI provides and translate them into meaningful actions and interactions with customers.
00:07:54.947 --> 00:08:00.206
So AI augments their abilities, but doesn't replace the need for human intuition and connection.
00:08:00.266 --> 00:08:01.036
Exactly.
00:08:01.096 --> 00:08:12.757
AI can help CSMs be more efficient, data driven, and proactive, but it's still the CSM who builds trust, understands unspoken needs, and guides customers to success in a way that feels personalized and authentic.
00:08:12.976 --> 00:08:17.406
This has been a fascinating deep dive into the evolving world of AI and customer success.
00:08:17.716 --> 00:08:23.536
It's clear that AI has the potential to be a game changer, but it's also clear that the human element will always be critical.
00:08:23.596 --> 00:08:24.536
I completely agree.
00:08:24.887 --> 00:08:34.397
As we move further into this exciting new era, it's up to all of us to embrace the possibilities of AI while also staying true to those core human values that are at the heart of successful relationships.
00:08:34.672 --> 00:08:41.642
Meredith's insights really highlight that balance we need to strike, leveraging the power of AI while retaining that human touch.
00:08:42.101 --> 00:08:44.272
It's not about humans versus machines.
00:08:44.402 --> 00:08:53.072
It's about finding ways to use technology to empower ourselves, to enhance our work, and ultimately to build deeper, more meaningful connections with the people we serve.
00:08:53.402 --> 00:08:54.511
Great point to end on.
00:08:54.522 --> 00:08:56.162
Thanks for joining me on this deep dive.
00:08:56.511 --> 00:08:58.741
And for you, our listeners, we'd love to hear your thoughts.
00:08:59.052 --> 00:09:02.292
How do you see AI shaping the future of your work and your interactions?
00:09:02.621 --> 00:09:03.192
Let us know.
00:00:17.922 --> 00:00:20.731
Welcome to the customer success playbook podcast.
00:00:21.521 --> 00:00:25.282
I'm your host, Roman Trebon, and with me always is my co host, Kevin Metzger.
00:00:25.452 --> 00:00:27.121
Kevin, we're doing something a little different here.
00:00:27.121 --> 00:00:29.091
You want to tell our audience what we have going on?
00:00:29.966 --> 00:00:32.216
So been playing with the new AI.
00:00:32.307 --> 00:00:33.866
Well, it's not really a new AI tool.
00:00:33.866 --> 00:00:35.887
It's been out for a while, but it's got a new feature.
00:00:36.237 --> 00:00:37.097
Notebook LM.
00:00:37.686 --> 00:00:40.796
we're able to load all of our content into it.
00:00:40.796 --> 00:00:43.097
And Get it to generate a podcast.
00:00:43.097 --> 00:00:51.146
And so we did that for historically for 5, 000 episode or 5, 000 thousand download, that's hard to say.
00:00:51.756 --> 00:00:55.576
And I realized we could do it as a post game show.
00:00:55.627 --> 00:01:00.197
We used to do post games and wanted to see if we could get our post game started again.
00:01:00.207 --> 00:01:03.137
So we've got a post game episode for Meredith.
00:01:03.637 --> 00:01:04.977
Roman, you heard the episode.
00:01:04.977 --> 00:01:06.177
It's about six and a half minutes.
00:01:06.606 --> 00:01:07.367
What do you think?
00:01:08.417 --> 00:01:09.796
Yeah, I think this is really cool.
00:01:09.807 --> 00:01:17.766
if you've been listening to us for a while, or if you're just new to checking this out, we used to have an episode with a guest and then Kevin and I would do a separate episode where we'd break it down.
00:01:18.147 --> 00:01:23.387
We, as you know, we talk about AI a lot in the impacts AI have on customer success.
00:01:23.397 --> 00:01:27.897
So I love this, Kevin, that we're actually using AI, A lot of people are like, what is AI still?
00:01:27.897 --> 00:01:28.537
how do you use it?
00:01:28.546 --> 00:01:29.277
What does it do?
00:01:29.456 --> 00:01:31.887
this is great because we have our episode with Meredith.
00:01:32.156 --> 00:01:33.087
Totally check it out.
00:01:33.096 --> 00:01:35.277
She rocks we had an awesome interview with her.
00:01:35.307 --> 00:01:36.156
she is amazing.
00:01:36.576 --> 00:01:37.816
This is an episode.
00:01:38.096 --> 00:01:39.757
it's going to be two AI.
00:01:40.436 --> 00:01:41.376
Talents, right?
00:01:41.376 --> 00:01:44.947
I guess the kind of breaking it down in short summary.
00:01:44.947 --> 00:01:46.626
So think of it as like a little teaser.
00:01:46.897 --> 00:01:53.007
So you'll get the summary of our conversation with Meredith produced with AI host right now.
00:01:53.007 --> 00:01:55.076
I will say Kev, there's a tinge of jealousy.
00:01:55.376 --> 00:01:57.867
I think there may be a little better than me when I listen to them.
00:01:57.887 --> 00:02:00.587
So I got to up, maybe we got to up our game to kind of match them.
00:02:00.587 --> 00:02:01.906
They are really, really sharp.
00:02:02.206 --> 00:02:08.396
But what I think this is great is if you listen to, Meredith's episode, You can send someone this as a, as a, Hey, check this out.
00:02:08.417 --> 00:02:10.037
Here's some key topics, right?
00:02:10.056 --> 00:02:13.016
And then that may, that may get you to say, Hey, I want to hear more about Meredith.
00:02:13.016 --> 00:02:14.026
I'll check out the show.
00:02:14.167 --> 00:02:15.437
So I love that we're doing this.
00:02:15.456 --> 00:02:17.576
It's actually AI in action.
00:02:17.627 --> 00:02:22.167
I'm excited for this to be our first AI generated post game show.
00:02:22.637 --> 00:02:22.956
Yeah.
00:02:23.007 --> 00:02:28.606
And Roman, I'm doing a separate thing specific on notebook LM about how to use it.
00:02:28.657 --> 00:02:31.437
I'll have that video out probably by the time this gets published.
00:02:32.877 --> 00:02:33.217
Awesome.
00:02:33.276 --> 00:02:37.947
our audience, I hope you enjoy our AI replacements and the post game show.
00:02:37.986 --> 00:02:45.287
If you, any feedback, reach out at Roman Trebon at Kevin Metzger on LinkedIn, check us out on the LinkedIn customer success playbook.
00:02:45.556 --> 00:02:48.046
We'd love to hear your thoughts And as always,
00:02:48.616 --> 00:02:49.377
keep on playing.
00:02:49.417 --> 00:02:54.137
/Welcome to today's deep dive where we're tackling AI and its role in customer success.
00:02:54.586 --> 00:02:59.967
We're dissecting an interview with Meredith Mann from LinkedIn featured on the customer success playbook podcast.
00:03:00.396 --> 00:03:05.396
She had some really interesting takes on leveraging AI, not as a job snatcher, but as a powerful tool.
00:03:05.447 --> 00:03:06.437
It's a hot topic, right?
00:03:06.437 --> 00:03:08.467
It's AI coming for our jobs.
00:03:08.852 --> 00:03:16.972
What's refreshing about Meredith's approach is her focus on AI as a way to empower customer success teams, not replace them.
00:03:17.192 --> 00:03:17.942
Absolutely.
00:03:18.181 --> 00:03:23.301
She actually compares integrating AI into customer success with upgrading your bike tires.
00:03:23.671 --> 00:03:27.752
You're not changing the bike itself, or in this case the human element, you're just making it work better.
00:03:29.382 --> 00:03:34.801
That's a great analogy and it really underscores her point that AI should be viewed as an enhancement, not a threat.
00:03:35.171 --> 00:03:37.731
She even delves into a customer success equation.
00:03:38.111 --> 00:03:42.782
Customer success equals customer experience plus customer outcomes divided by effort.
00:03:43.352 --> 00:03:51.141
It's fascinating how AI can actually streamline those efforts leading to better experiences and outcomes without increasing the workload on customer success managers.
00:03:51.377 --> 00:04:00.597
It's like AI is taking over the tedious tasks so humans can focus on what they do best, building relationships and providing that human touch that's irreplaceable.
00:04:00.747 --> 00:04:01.477
Precisely.
00:04:01.977 --> 00:04:05.706
And speaking of making things smoother, Meredith gets into some practical advice.
00:04:06.086 --> 00:04:14.546
She talks about this idea of prompting like a pro, which boils down to how even small changes in the way you interact with AI can make a huge difference in its output.
00:04:14.836 --> 00:04:21.466
For instance, simply structuring a meeting invite with clear bullet points can lead to much more accurate AI generated summaries.
00:04:21.766 --> 00:04:22.547
That's a great tip.
00:04:22.596 --> 00:04:25.497
I'm always looking for ways to improve my use of AI tools.
00:04:25.526 --> 00:04:32.367
She also mentioned how LinkedIn teams are already using AI for things like note taking, summarizing meetings, and even drafting emails.
00:04:32.607 --> 00:04:34.966
And get this, it's already saving them hundreds of hours of work.
00:04:35.226 --> 00:04:42.266
It's incredible to see how quickly AI is changing the game in terms of productivity, but it's not just about these everyday tasks.
00:04:42.697 --> 00:04:51.497
Meredith highlights how AI can be used to personalize learning paths for customers, which is something that can be incredibly valuable in today's fast paced business environment.
00:04:51.826 --> 00:04:58.096
Imagine being able to provide customers with tailored content and recommendations based on their specific needs and goals.
00:04:58.607 --> 00:04:59.976
All powered by AI.
00:05:00.437 --> 00:05:04.607
It really speaks to the power of AI to personalize experiences at scale.
00:05:05.076 --> 00:05:14.857
Instead of a one size fits all approach, AI can analyze a customer's learning history, their goals, even their industry, and then suggest content or courses that are truly relevant to them.
00:05:15.101 --> 00:05:18.732
It's like having a personalized tutor who always knows what you need to learn next.
00:05:18.752 --> 00:05:19.401
Exactly.
00:05:19.692 --> 00:05:23.482
And what's fascinating is that this personalization extends beyond learning paths.
00:05:23.922 --> 00:05:28.622
Meredith also talked about how AI can help create more effective customer success plans.
00:05:28.922 --> 00:05:32.521
These are basically roadmaps that guide customers toward their desired outcomes.
00:05:32.762 --> 00:05:34.791
Okay, I can see where AI could be really helpful there.
00:05:34.802 --> 00:05:35.732
How did that actually work?
00:05:35.922 --> 00:05:47.771
Well, imagine being able to use AI to analyze all sorts of data Past customer interactions, product usage patterns, even industry trends to identify potential roadblocks before they even happen.
00:05:48.411 --> 00:05:53.992
Or using predictive analytics to anticipate a customer's needs and proactively suggest solutions.
00:05:54.411 --> 00:05:56.541
That's the kind of power AI brings to the table.
00:05:56.601 --> 00:06:00.706
So it's like having a crystal ball, but instead of vague predictions, it gives you actionable advice.
00:06:01.291 --> 00:06:01.951
Precisely.
00:06:02.451 --> 00:06:09.141
And speaking of actionable, Meredith also discussed how AI can revolutionize those often dreaded value reviews.
00:06:09.622 --> 00:06:20.151
Instead of manually sifting through data and trying to connect the dots, AI can analyze everything from customer interactions to product usage and market trends to provide data driven insights that are actually meaningful.
00:06:20.362 --> 00:06:21.351
That makes a lot of sense.
00:06:21.362 --> 00:06:23.672
It's not just about presenting data for the sake of data.
00:06:23.672 --> 00:06:28.401
It's about using AI to extract valuable insights that can help drive better outcomes for customers.
00:06:28.471 --> 00:06:29.091
Exactly.
00:06:29.291 --> 00:06:32.822
And that's where those Human Customer Success Managers, or CSMs, come in.
00:06:33.302 --> 00:06:38.607
They can leverage these AI powered insights to have more engaging and productive conversations with their customers.
00:06:38.776 --> 00:06:43.596
So even with all these AI advancements, it's still the human connection that makes all the difference.
00:06:43.776 --> 00:06:44.416
Absolutely.
00:06:44.536 --> 00:06:55.187
AI can provide the tools and insights, but it can't replicate the empathy, the emotional intelligence, the ability to build trust and rapport that are so essential for successful people.
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Customer relationships.
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It reminds me of something else.
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Meredith emphasized the importance of heart in the future of work.
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What exactly did she mean by that?
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It's a great question, and it speaks to a bigger point about A.
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I.
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Yes, it can automate tasks and analyze data like nobody's business, but it can't replace those uniquely human qualities like empathy, compassion and the ability to connect on an emotional level.
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Those are the things that truly make a difference in customer success or any relationship for that matter.
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That makes a lot of sense.
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So how does this all tie back to customer success managers or CSMs?
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What does their role look like in this future where AI is becoming more prevalent?
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Meredith's view is that CSMs are more vital than ever.
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Think of it this way.
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AI is like having a high powered engine in a race car.
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It's incredibly powerful, but it needs a skilled driver to navigate the course, make strategic decisions, and ultimately win the race.
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The CSMs are the drivers.
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They take the insights and capabilities AI provides and translate them into meaningful actions and interactions with customers.
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So AI augments their abilities, but doesn't replace the need for human intuition and connection.
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Exactly.
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AI can help CSMs be more efficient, data driven, and proactive, but it's still the CSM who builds trust, understands unspoken needs, and guides customers to success in a way that feels personalized and authentic.
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This has been a fascinating deep dive into the evolving world of AI and customer success.
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It's clear that AI has the potential to be a game changer, but it's also clear that the human element will always be critical.
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I completely agree.
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As we move further into this exciting new era, it's up to all of us to embrace the possibilities of AI while also staying true to those core human values that are at the heart of successful relationships.
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Meredith's insights really highlight that balance we need to strike, leveraging the power of AI while retaining that human touch.
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It's not about humans versus machines.
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It's about finding ways to use technology to empower ourselves, to enhance our work, and ultimately to build deeper, more meaningful connections with the people we serve.
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Great point to end on.
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Thanks for joining me on this deep dive.
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And for you, our listeners, we'd love to hear your thoughts.
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How do you see AI shaping the future of your work and your interactions?
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Let us know.
