Speaker: Lisa Palmer, Chief AI Strategist at AI Leaders During this session, host Peter Armaly was joined by Lisa Palmer, Chief AI Strategist at AI Leaders, to discuss how artificial intelligence will impact the way jobs are performed, how products are developed, and how service is delivered over the next few years. Lisa’s insightful answers […]
READ MORELast year, the team at ESG made a few predictions about 2022 and how the Customer Success industry would evolve in the coming year. Needless to say, no one could have predicted the wild ride the year turned out to be, but we got a few things right. According to the 2022 Customer Success Leadership […]
READ MOREAs presenters at ChurnZero’s BIG RYG 2022, Jordan Olivero and I discussed segmentation, tiering, and capacity planning in our session: Financial Modeling for Customer Success: From the Top Down and Bottom Up. The question 100+ CS leaders showed up to answer was: “How do I cover my entire install base of customers in the most […]
READ MOREIt’s back! And it’s bigger, badder, and packed with more thrilling drama than ever. No, I don’t mean the new season of White Lotus. I’m talking about the 2022 Customer Success Leadership Study (much more exciting, IMHO). For the third year in a row, we’re tracking all the twists and turns unfolding in the Customer […]
READ MOREIt’s a commonly held concept that Customer Success Operations is Customer Success for the Customer Success team. I actually don’t personally love this analogy, but, like so many other aspects of CS, the definition of CS Ops is ever-evolving. In earlier stages of Customer Success Maturity, people tend to wear many hats, and operations can […]
READ MOREWhen people talk about scaling Customer Success, they usually mean adding digital capabilities into the mix. While you probably know by now that I’m a huge fan of Digital Customer Success, I think it’s important to acknowledge that this is not the only path to optimizing engagement as your customer base grows. If we think […]
READ MORECustomer Success leaders often run into a recurring theme when meeting with Customer Success Managers (CSMs): CSMs seem to be weighed down in tactical conversations with their customers and leave every call feeling they are adding little or no value to the business partnership. They often report that customers only want to speak about lacking […]
READ MORESpeakers: Chris Hicken, CEO of ’nuffsaid, You Mon Tsang, CEO of ChurnZero, and Alex Raymond, CEO of Kapta We had the pleasure of hosting a CEO panel on Customer Success Unlocked to discuss the economy and what we in Customer Success can and should be doing about its impacts to the business world. Our panel’s […]
READ MOREBIG RYG 2022 was a jam-packed two days of engaging sessions, new connections, and “aha” moments. I left Washington, DC thinking that the event was hugely successful at connecting the audience to the art of crafting Customer Success at scale, while pushing the limits of Customer Success leaders’ abilities to own reporting on revenue metrics […]
READ MOREHurricanes have been prominent in the news recently here in North America. Overlapping over two weeks in September, we had Fiona and Ian. Two vast and destructive storms that caused an immense amount of physical, emotional, and financial pain over vast geographic areas. I came close to being in the bullseye of Hurricane Fiona during […]
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