Ross Fulton, Founder & CEO of Valuize, was our keynote at the Customer Service and Support (CSS) Executive Forum in Portland. Ross shared the opportunities B2B companies have for integrating AI into their customer success strategy, how this integration can align with Digital Customer Success initiatives, and how to avoid creating AI siloes across the customer lifecycle.?
Here are seven key takeaways from Ross’s session:
- Customer Success Leaders Have Mixed Emotions About AI: Chief Customer Officers and their leadership teams are excited, overwhelmed, nervous, and somewhat lost in the proliferation of AI capabilities entering the customer success domain.
- AI for Customer Success is Real: There are tangible opportunities for B2B companies to leverage AI within their customer success strategy today. Established Customer Success Platforms and new AI-focused market entrants are both bringing AI functionality to market.
- Customer Intelligence, Automation & Quality Assurance: AI use cases for customer success available today span these three outcomes and include predictive analytics, analysis of unstructured data such as emails, content automation, and customer cheat sheets.
- The Future of AI in CS is Vast: New use cases for AI in CS are emerging rapidly, including personalized customer education, automated customer onboarding, predictive support, and dynamic, automated customer segmentation.?
- AI Optimizes Digital Customer Success: AI in CS should be approached as a capability to enhance digital customer success strategies such as community, customer portals, digital education, and product-led adoption. The application of AI indicates digital customer success maturity per The Digital Customer Success Maturity Model
.
- Avoid Creating AI Siloes Across The Customer Lifecycle: Strategy and operational siloes are prevalent across the different departments that drive the customer lifecycle in B2B companies. Customer Success is one such department, and thinking of AI for Customer Success, the ‘department’ will serve to compound these siloes.
- Take A Competency-based Approach to AI in CS: To mitigate the risk of AI siloes, identify the cross-functional competencies that drive customer value, retention, and expansion and apply AI to these competencies. Valuize’s proprietary framework, ValueXperience
, prescribes such competencies.??
Ross Fulton is the Founder and CEO of Valuize. His professional journey began in London, though he now resides in Vancouver. Over the last 20 years, he’s been deeply involved in the technology sector, particularly within enterprise environments, taking on pre- and post-sales roles, including solution engineering, professional services, and customer success.
Valuize was founded on the principle that measurable customer value realization is the key to sustainable recurring revenue success. This team of prior leaders and operators across pre- and post-sales specializes in helping B2B enterprise technology companies design and operationalize a multi-product customer lifecycle that optimally drives customer adoption, retention, and expansion.
For more detailed insights into these strategies, you can visit the Valuize website here
.
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Helping B2B enterprise technology companies design and operationalize a multi-product customer lifecycle that drives customer adoption, retention and expansion with optimal efficiency.
3 个月Thanks again for having me at this great event Omid!