And we're back...

In this episode of the Chief Customer Officer Podcast, Jay Nathan and Jeff Breunsbach discuss the evolving landscape of customer success, particularly focusing on the impact of AI. They explore the importance of building a robust renewal function, identifying key information for renewals, and the necessity of mapping out processes. The conversation delves into the development of granular AI agents to enhance customer interactions and the balance between workflow and AI capabilities. They also emphasize the significance of understanding customer business contexts and choosing the right tools for effective AI implementation. The episode concludes with thoughts on standardizing AI use across teams and the future directions of AI in customer success.

Chapters

00:00 Introduction to the Chief Customer Officer Podcast 02:58 The Role of AI in Customer Success 05:58 Building a Renewal Function with AI 08:49 Identifying Key Information for Renewals 12:08 Mapping Out the Renewal Process 15:09 Creating Operational Agents for Efficiency 18:10 The Future of AI in Customer Engagement 22:09 Optimizing Workflow with AI Agents 24:18 Personalization in Customer Interactions 26:11 The Importance of Real-Time Data 28:00 Exploring Tools for AI Integration 30:04 Categories of Agentic Tools 35:50 Empowering Business Users with Agent Development 39:04 Real-World Applications of AI in Business

Keywords: renewals, customer success, AI, SaaS, customer experience, chief customer officer, renewal process, agentic tools, customer engagement, technology in business, customer retention