Unlocking the Power of AI: Insights from the CSS Executive Forum - Chicago

The Customer Service and Support (CSS) Executive Forum in Chicago featured a panel of industry leaders discussing how artificial intelligence (AI) is transforming customer experience, operational efficiency, and business growth. Skillfully moderated by Dhaval Moogimane, the session included a lively Q&A, allowing attendees to ask questions and explore the panelists' strategies in depth. The result was a highly engaging and practical discussion.

With perspectives from Michael Hubbard (Chief Customer Officer, Smartsheet ), Neil Jain (VP of Client Experience, Paylocity ), and Bhusha Mehta (VP of Customer Outcomes, GitHub ), the discussion provided valuable insights into prioritizing AI initiatives, evaluating ROI, and fostering innovation.

AI as a Strategic Imperative

The panelists stressed that AI has become a fundamental part of business strategy for companies aiming to scale and stand out. They shared how AI enhances productivity, drives operational improvements, and delivers customer outcomes.

• Michael Hubbard described AI as an opportunity to "democratize customer success " while enabling employees to focus on more meaningful tasks. He emphasized AI's dual role in optimizing internal processes and improving customer outcomes.
• Neil Jain highlighted AI's role in managing Paylocity’s growth: "We can't just linearly add people as we grow. AI is essential to maintaining efficiency while delivering value to customers."
• Bhusha Mehta emphasized AI's potential to empower the next generation of developers, creating tools that allow users from diverse backgrounds to excel.

Measuring AI's Impact: ROI and Attribution

A significant theme of the discussion was the challenge of assessing AI's return on investment (ROI) and aligning initiatives with business priorities.

• Michael Hubbard emphasized helping technologists translate AI results into measurable business impacts, such as cost savings or productivity gains. "We need to move beyond soft metrics and quantify AI's impact on revenue per head or cases per head," he explained.
• Neil Jain stressed the need for an attribution framework to measure AI’s contribution across various initiatives. "By showing how AI improves productivity and outcomes, it becomes easier to justify investments."
• Bhusha Mehta recommended planning for success metrics during AI experiments, noting, "It’s hard to retroactively calculate ROI if you don’t define metrics upfront."

Governance and Collaboration

The speakers underscored the value of solid governance and teamwork across departments to ensure the success of AI initiatives.

• Neil Jain detailed Paylocity’s governance model, which includes a monthly AI steering committee led by the CEO to align efforts and ensure accountability.
• Michael Hubbard explained how Smartsheet’s approach involves scaling AI solutions from small team-level experiments to broader implementations that directly benefit customers. "Start small, iterate, and then scale," he advised.
• Bhusha Mehta highlighted the need to address customer sensitivities, particularly regarding data security and AI adoption. "Framing AI's value based on customer ambitions and goals helps foster meaningful collaboration."

Fostering a Culture of Innovation

A recurring theme was creating a culture that embraces experimentation and accepts failure as part of the learning process.

• Michael Hubbard shared a creative practice of awarding a "Dodo Bird" to the team member who encountered the biggest failure, turning setbacks into learning opportunities.
• Bhusha Mehta advocated for cultivating curiosity and adaptability. "It’s about creating an environment where people feel empowered to take risks and innovate."

Neil Jain noted a shift in hiring practices to prioritize openness to technology and a willingness to experiment. "We look for individuals eager to embrace change and leverage AI to solve problems creatively."

The Evolution of Talent and Tools

The panel also addressed the changing skills required for an AI-driven future.

• Bhusha Mehta emphasized balancing "skill" and "will," advocating for frameworks that nurture both technical expertise and a growth mindset. "This is a great opportunity for individuals with unconventional backgrounds to shine," she said.
• Michael Hubbard highlighted the rising importance of generalists and synthesizers in AI-driven roles, suggesting that skills like critical thinking and adaptability will become increasingly valuable.
• Neil Jain pointed to tools that aggregate data and deliver actionable insights, such as enterprise search solutions that streamline information access while respecting security protocols.

Customer-Centric AI

Another shared focus was designing AI solutions centered on the customer experience.

• Michael Hubbard noted that faster response times enabled by AI correlate with improved customer satisfaction and loyalty. "It’s not just about saving time; it’s about delivering tangible value to customers."
• Bhusha Mehta stressed the need for AI tools that empower customers to achieve quicker time-to-value and adopt transformative solutions. "It’s about inspiring ambition and fostering growth."

Looking Ahead: AI's Transformative Potential

The session concluded with reflections on AI's transformative power across industries. As businesses continue to explore the possibilities of AI, the panelists offered practical advice:

1. Start Small, Build Gradually: Begin with focused experiments and scale up incrementally.
2. Measure the Right Outcomes: Align AI initiatives with specific, meaningful business goals.
3. Encourage Collaboration: Break down silos to ensure cohesive strategies and execution.
4. Celebrate Failures: Normalize experimentation and learning from mistakes to drive innovation.

Focus on People: Design AI solutions that empower employees, customers, and partners to adopt, adapt, and evolve, driving meaningful value and growth.

Synopsis

With Dhaval Mogimane’s expert moderation, the panel offered a rich blend of actionable insights and strategic perspectives. The key takeaway? When thoughtfully integrated, AI can revolutionize operations, unlock efficiency, and drive exceptional customer outcomes. By embracing AI strategically, businesses can set themselves apart and lead the way in their industries.

The CSS Executive Forum in Chicago, organized by SuccessLab and hosted by West Monroe , took place on November 14, 2024.

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