Hot Takes With Gainsight: Impact Of AI

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How will customer success be affected by AI?

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And I think one thing to think about is also,

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how will the humans in customer success be affected by AI?

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In this world of human first,

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there's this big question of how can AI help?

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And I think there's a lot of implications, right?

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So you think about three words from my perspective.

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There's efficiency,

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which is the one that gravitates through its huge opportunity.

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There's effectiveness being better at your job,

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and there's experience driving a better experience

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for your customers.

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Let's talk about each of those.

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If you think about efficiency, this is where people start, right?

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And so there's a lot of kind of business efficiency.

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You know, how do you help a CSM manage more accounts, right?

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If they're managing 20, can they manage 30 or 40?

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How do you help move some customers

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into a digital first motion with really personalized experiences?

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You know, a gain site, we're doing a lot in this area,

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reduce the effort in preparing for a customer meeting

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or preparing your exact for a customer meeting,

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which a lot of people gain stuff to do for me.

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Reduce the effort in taking notes and call logging

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and things like that, make it all automated.

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Reduce the effort in updating your CRM,

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which nobody loves, right?

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And so all of these things, sorry, my fork just fell,

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all of these things that are about efficiency

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are partly about helping your business,

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but largely about giving people time

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to do the things that they love,

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which first customer success is talking to customers,

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talking to human beings.

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The second thing I talked about is effectiveness, right?

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How effective is the 17th generic email

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that you sent a customer?

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How effective are the seven websites

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your customer has to log into for documentation

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and support and community and education?

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How effective is that QBR quarterly business view

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that your customer keeps ignoring and deferring?

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Is there a different way using generative ad

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to do things like automatically write those emails

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and make them hyper-personize to that customer?

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Take an in-app guide and make it exactly

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what the customer needs.

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Create an integrated support site

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and portal across community education support

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where the customer just enters a question.

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All of that stuff is possible,

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stuff we're working on in game site.

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So that's about effectiveness.

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How do we be the best we can be as human beings in our job?

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And the last is experience.

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How do we put our hats on the customer experience side?

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There's a world where every one of your customers

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is a bunch of human beings.

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Where we understand their preferences,

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where we personalize all the experiences for them,

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whether it's logging to the website, being in the app,

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automated emails, working with your CSM,

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that customer feels like there's one integrated experience

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where it's really built for them.

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For years, that's been the B2C world

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and the B2B world has not done that.

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It's this kind of generic, spammy, uncoordinated customer

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experience and we can change that.

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We're changing that game site.

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You can change that in your business.

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So I believe customer success in the world of AI

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is gonna help us be better humans,

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gonna help us be more efficient

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and be better for our customers.