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Conference Presentation

AI-Driven Adoption in Customer Success

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Informatica is transforming into a cloud and subscription-based company at a pace that required their Customer Success function to scale dramatically. With the increasing customer expectation and product portfolio, it was next to impossible to drive product adoption across all customers. In this session, we will share the innovative way Informatica embarked our journey on driving product adoption using artificial intelligence (AI) and machine learning (ML) in predicting and deriving customer health and use that to drive CSM engagement. This data-driven platform helps us understand the customer journey and their current state in LAER model accurately and provide proactive reachout process resulting in exceptional customer experience, upsell, and seamless renewals.

Presented By:

Ashok Gunasekaran

VP, Customer Support, Informatica

Publish Date: October 17, 2018

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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