Leveraging Human Insight and AI Scorecards to Drive Real Customer Success

Session Abstract

This session will share hard-earned lessons and practical strategies for sustaining success in a Customer Success (CS) program beyond the initial setup, focusing on evolving health scorecards and aligning with customer needs by balancing human intuition and AI signals. Based on 18 months of iteration, the speaker will discuss building and rebuilding scorecards, correcting missteps, and providing tips to avoid data overload, ensuring teams focus on actions that drive real results. Attendees will leave with strategies to balance human judgment and AI for effective scorecards, lessons learned from 18 months of adaptation, and methods to keep their team focused by avoiding AI overload.