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Podcast

Infor’s Guide to Future-Proofing Your Customer Success

Learn how leaders can maximize customer value and business growth in 2025 and beyond.

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July 5, 2024

Overview

Challenges

Technology companies face mounting pressure to redefine the Chief Customer Officer role to lead digital transformation, manage the shift to cloud-based services, integrate AI and automation, and deliver tailored industry solutions while maintaining strong customer relationships.

Summary

The podcast delves into the evolving role of the Chief Customer Officer (CCO) and the challenges they face in a dynamic technology landscape. The discussion highlights the importance of customer success management, adaptability of companies transitioning from legacy systems to the cloud, and the integration of AI in enhancing customer experience. There's a strong emphasis on strategic alignment between departments to deliver consistent and valuable customer interactions.

Key takeaways

Role Clarity of CCO:

The CCO oversees all post-sale functions and champions customer success across departments, influencing organizational change.

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Navigating Legacy to Cloud Transition:

Companies must balance supporting legacy customers while pushing for migration to modern cloud solutions, requiring tailored strategies.

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AI Integration:

The introduction of AI and automation transforms customer support and success processes, reducing complexity and enhancing user experience.

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Strategic Partnerships:

CCOs must foster collaboration with sales and marketing to create a seamless customer journey, adapting strategies to various regions and industry needs.

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Vertical Market Focus:

Understanding specific industry needs allows companies to provide tailored solutions, minimizing customization risk while enhancing customer satisfaction.

Podcast speakers

Thomas Lah

Executive Director and Executive VP, TSIA

Mari Cross

CCO, Infor

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