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Scaling Customer Success with AI: A Deep Dive with Microsoft
Learn how leaders can maximize customer value and business growth in 2025 and beyond.
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Overview
Challenges
Summary
Key takeaways
Role of AI in Customer Success:
AI enhances the ability to manage customer interactions efficiently, improving operational workflows and reducing manual tasks.
Self-Service Improvements:
Microsoft has seen a notable 32% increase in self-service interactions, indicating significant enhancements in customer autonomy and satisfaction.
Data Strategy Importance:
A robust data management strategy is crucial for maximizing the benefits of AI, as poor data can lead to ineffective AI outcomes.
Next Best Actions:
AI systems provide valuable nudges for customer success managers, streamlining their ability to identify and act on customer needs.
Employee Adoption Challenges:
While technology advancements can enhance productivity, overcoming resistance and building trust in AI tools among employees remains essential for success.
Podcast speakers
Thomas Lah
Executive Director and Executive Vice President, TSIA
David Judge
Partner, General Manager Global Customer Success at Microsoft
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