The rise of AI, exemplified by ChatGPT, has brought about a paradigm shift in customer success. With its ability to provide personalized support, 24/7 availability, enhanced customer engagement, and data-driven insights, ChatGPT is revolutionizing the way businesses interact with their customers.
ChatGPT has taken the world by storm and we are now all wondering how it will transform the Customer Success (CS) industry. For example, how will AI change the role of a CSM or will it even take CS jobs away? How can it help with customer retention? And what positive/ negative effects will it potentially have?
On this month’s episode of The Customer Success Channel Podcast, brought to you by Planhat, I chatted with Jan Young, Principal Consultant for The Success League about AI and its effect on Customer Success.
Jan Young is a Top 25 and Top 50 CS influencer, Top 50 Women leaders in CS, and Top 100 CS Strategist. As the Principal Consultant for The Success League, Jan facilitates workshops and provides coaching and private training for CSMs and CS Leaders. She specializes in helping Heads of CS become VPs and get a seat at the executive table. She is also passionate about unleashing the power of Customer Led Growth and building communities.
There is a lot of hype around ChatGBT in tech right now. But Jan belivies that it is important to understand that AI has already been here for a while. What’s different about ChatGPT is that it is working so well, and if used correctly, it should empower CS people to do things differently and enable our jobs to be easier.
In our discussion, Jan helps answer some of the tricky questions around AI and the use of this new technology in Customer Success:
- How will Ai help customer retention?
- What negative effects will Ai have in the CS world? What positive effects will it have?
- What do you think AI-enabled customer success will look like in 1-5 years’ time?
Some key takeaways from this discussion:
- It’s time to start thinking a little differently about how we participate in AI and how we create guardrails for it
- We as humans need to step up and think about how we’re taking things to the next level, and how we’re going to contribute. I think we’ll see a big change in the tools and for that, we’ll need to step up and make ourselves better as well
- It is so important to get engaged in emerging technology when it’s emerging
Make sure you listen to the full episode and let me know your thoughts in the comments!