Mehtaphysical Musings: The results are here — AI in Customer Success

When something is new and all hype, it’s easy to get lost in the excitement (take for instance, 90% of my 2023 LinkedIn posts referencing Taylor’s Eras tour). But once that hype dies down, sometimes things get even more exciting (for instance, me starting my support group for middle-aged dads who are Swifites).

Though SaaS may be exiting the Generative AI hype phase (and entering the prove-ROI phase), that’s only opened the door for more opportunity. Now, we’re innovating, making it happen, and working together to evolve the Customer Success industry together. At Gainsight alone, we’ve been doing a TON with AI.

Check out video previews of our features here and read about them below:

• Customer Cheat Sheet combs through years of data—your changes, risks, requests, and more—and provides all relevant information ahead of meetings so you can focus more on those human-to-human touchpoints.
• Meeting Assist will take notes for your customer calls by automatically generating call summaries, creating recommended follow-up actions, and identifying customer risks and issues.
• Takeaways will provide an aggregated summary of recurring customer feedback and opinions, automatically searching and summarizing customer insights from survey responses as well as Timeline entries.

The future of Generative AI is here, empowering Customer Success professionals to spend more time on what matters most (the customer!). And there’s even more on the not-so-distant horizon for Gainsight’s AI capabilities:

• Automated logging and summarization of emails.
• Dynamic content in email templates, from generated images to success snapshots.
• New integrations for Gainsight’s Meeting Assist summaries.

These priorities come directly from leaders in the industry. We recently published an AI survey that collected answers from 400 Customer Success professionals, covering various company sizes, annual contract values, industry segments, leadership positions, and geographic locations. You can check out the full report here. The bottom line is that AI is still the path ahead, whether or not the hype is here to stay.

Companies with CSM Org Have Higher GRR and NRR

All right Customer Success community - THIS is the chart to show your CFO to support having and growing a CS team. We partnered with Benchmarkit to study 400+ SaaS companies and understand key questions in CS.

But the "drop the mic" ?? slide is below...

TLDR: ?? Companies with CSM teams versus not have 14.3% higher Gross Retention

Go get your budget for 2024! ??????

You can check out others’ comments in the original LinkedIn post here.

Current Mood

So excited for the rest of Pulse Europe this week in Amsterdam! Lots has been going on behind the scenes to capture the CS magic in EMEA again, and there’s much more to come following that opening keynote. Get ready to talk about all the hot topics in CS—from Generative AI, to durable growth and more. That “more” may also include questionable fashion choices on my end (unlike Taylor Swift’s incredible presence in her Amsterdam video).

AI Meets SaaS

I’ve kicked off a web series titled, “AI Meets Saas,” where I meet with influential leaders in tech to talk about how they’re using AI in their businesses. Topics so far have included AI’s impact on UX, the future of work, and how AI and Human touch points can work better together. Stay tuned as we release additional interviews!?

Watch the latest episodes today!

In Case You Missed It!

• Getting Started With Customer Academy Content Using Gen AI
• Navigating the Shift to Digital CS to Achieve Efficiency and Scale
• Six Strategies to Jumpstart the First 30 Days of Your Community Launch
• How to Turn a Traditional Help Center into Online Training Powerhouse
• How to Start an Academy with Limited Resources, Bandwidth, and Budget