With increasing competition, delivering a robust and meaningful customer experience has become the priority of every organisation. A company can no longer ignore its Customer Success team and has to invest considerable amount of resources to enhance the customer experience and make a difference.
Customer Success (CS) is a new growth engine in B2B Saas companies. It acts as the lifeblood of the organisation.
To encourage the Customer Advocacy, the CS teams need to eagerly align the entire organisation to the customer’s needs. And doing this proactively is the greatest challenge.
Artificial Intelligence is currently the most sought after tech in the industry. It is powering nearly every user experience by making it smarter, seamless and personalized. With Customer Success becoming a key differentiator, it is vital to introduce AI in your gameplan.
In every customer journey, timing is everything. Companies need to understand the customer expectations beforehand in every step of the journey. No customer is alike. Some may judge you by your product, others may test your touchpoints and service. Even after delivering a flawless product and service, there are some customers who expect a wow factor! (“maza nahi aya” kind-of)
After all the tryst, humans tend to forecast whether a customer is likely to churn or help in revenue expansion. They often base their plan of actions on such predictions. These predictions may vary person-to-person and can cause major confusion making the entire process futile.
Such predictive analysis often leads to endless struggle to identify the customers with risk alerts. Also poor accuracy and visibility into the entire customer story with insufficient time makes it difficult to take an effective action.
With AI, the companies can scrap this entire process and focus all their efforts in engaging with the right customers with appetite.
AI can help in real-time predictive analysis, giving the CS teams plenty of opportunities to understand the customer’s next move.
Having AI at your disposal, you can capture every action of a customer. Thus, storing the entire individual customer journey helps in creating patterns, inclinations and behaviours of a customer. As this data is directly based on customer actions with no room for predictability, the analysis can deliver better and more reliable results.
It can also help you identify the areas of strength and improvement in a customer journey. You can further enhance the outcomes by providing personalized experiences to weaker areas and nurturing the stronger areas.
In short, AI can increase the possibilities of revolutionizing the customer success journey by enhancing the overall customer experience.
As the data is the new oil, igniting the customer success engine with the AI booster bite will definitely place your company as the forerunner.
Archana Gaonkar | Customer Success Diary 
Yes, good write-up. AI has the potential to change almost every aspect of majority of business across the globe. The early adopters will transition to the next stage.
Business can quickly realize benefits by applying AI to more mundane, time consuming parts of their operations and bring in more efficiencies.
For next few years, as far as customer facing operations are concerned, a common pitfall is being ‘solely dependent’ on AI by removing people completely from the equation. It will be more about applying AI to aid “humans” (humans on cruise control until their intervention is required) to offer a better experience to customers, partners or internal stakeholders.
Thanks a lot for your views. I agree. Balancing AI with human touch points is something every company needs to figure out.