SaaS was designed to help us with the jobs to be done 🩹 AI Agents will get the job done. 💪
AI is increasingly recognized as a pivotal force coming to reshape our economic and business landscape. Like in many other areas AI will also tremendously change the work within Customer Success teams. In the future, AI Assistants will allow Customer Success Teams to focus on what truly counts —building meaningful and lasting relationships with their customers.
These AI Assistants will be a completely new kind of tool that will take over all the monotonous tasks Customer Success Managers are facing today. They will provide guidance and data-driven insights into the customer's profiles. Thereby, they will contribute to Customer Success Managers being able to deliver a today unseen customer experience, helping companies retain their customers and increase the expansion revenue potential.
While it is commonly accepted that AI will impact Customer Success, it is less frequently discussed what concrete opportunities will arise from the advent of this novel technology—that’s what this article will discuss.
Why should I care about this article?
Understanding the changes in Customer Success as AI begins to redefine its future is important for anybody in the space. We see AI Agents sparking the start of unique companies and novel approaches, with Customer Success as a particularly fertile space for these developments. If you're keen on being part of this ride, we are sharing our thoughts and learnings here. If not, you might prefer to just sit tight, hold on, and enjoy the ride towards AGI we’re all in for.
And what do the authors want? 🤔
While the broader narrative of AI's potential unfolds, there is a vital conversation about its impact on Customer Success that we are excited about.
The challenge and opportunity lie in delineating the inflection points, and with this article, we want to offer our opinion, seek feedback, and establish a long-term dialogue with the Customer Success Ecosystem. In the short term, we would like to engage in as many meet-ups as possible, be they with the Customer Success Community, Pilot Customers (Software Companies, especially SaaS), Founders, Industry Experts, and Venture Capitalists.
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