The AI-First Customer Org

Good morning, everybody. I wanted to do a Nick meta kind of imitation like of who's fired up, but guys come on So if I could ask you to maybe just Centralize a little bit the ones on the right in the left move a bit so we have like we look at one direction But good morning. Hope you're enjoying day number two here at pulse and My name is Gal and we're going to talk today about what an AI first Customer or customer success org looks like so Based on everything is happening in the world with AI and everything we're hearing we're kind of seeing that you know in the next three years The customer success teams that are going to win are not going to be the largest teams They're going to be the ones with the best systems and before I explain that further I'd like to also bring to the stage Chaka from our team and talk a little bit about us. So I'm galaxy we own co-founder at base.

Shaka is our VP of product He's gonna join in a minute and kind of present live stuff and everything we're going to talk about is going to be based On more than 500 customer programs that run our platform every given minute base acquired ever after Six months ago. We're also running more than 2 million actions and activities every month and work with companies such as SAP and Adobe and Okta and Broadcom and zoom info and nice and sales off and many others, so I'll start by saying that your customers have already made the decision your customers have already moved to AI first approach 54% of the customers say that they don't care who answers or solves their problem as long as they get it done faster They don't expect a human there your leaders agree with that as well 84% of the leaders say that Gen AI Can better serve customers? So and this is data coming from Zendesk and HubSpot and Salesforce. So both customers and leaders have already made a decision, right?

and what you need to understand is that your organization is Becoming changing whether you're part of that redesign or not and what we'll try to Take you through the next 20 minutes is the journey of how you can join that redesign of the organization I think we all can agree that with AI organizations are probably going to be smaller They're definitely going to have more things to do. They're going to consolidate roles within the same person We can also agree that data 360 is a non negotiable by this point If in the past people thought that we can live in silos today, everybody knows that sales marketing customer success product management leadership Everybody needs to see the same customer journey the same customer data. We are very weary of those, you know handoffs that break and basically Detach data becomes a liability and IT understands that at this point finally and will help you make that happen Then we can all agree that the pace has shifted 3x 6x the way I look at is things that you were expected to do in a quarter You're now expected to do in a month things that companies wanted to do in a year They kind of think hey, can we do this in the quarter? And that means that there's no more kind of crawl walk run approach It's more of an run Experiment iterate.

It's fine that it doesn't work. It's fine. It doesn't have to be perfect but run iterate experiment run again And the last thing I would say is like we said before Your customers no matter what work are gonna meet AI first because they're gonna ask about you in chat Gpt to solve them problems and they're gonna go to your community and see AI moderation and or AI chatbot support on your website They're anyway gonna engage AI first. That's already a norm so what we believe is that the role of CS is Changing and we kind of took an example here from the CSCA calm if you know them great resource But today we believe that most companies are in this phase where we define Over here, which is an AI enhanced CSM.

What does that mean? It means that you have some AI insights some predictive Support some automated processes like an automated email that goes out and some proactive engagement But where we all aspire to be is an AI CS already What that means is that you have agents within the organization what that means is that you have? Pretty more than predictive data AI becomes a strategy and you should build a strategy for the next six months or twelve months But have a clear understanding of where you're gonna be with AI in the next six to twelve months AI goes across functions that handoff between sales to CS The handoff between CS from on boarding to ongoing and success The data that goes when we want to do an upsell and whoever needs to be looped into that The data were the marketing needs to know about a customer participating in an event and CS want to know that as well So all that has AI has to enable all of that as well and they I will support decisioning Gainsite shows some of it, but the idea of basically I telling you are helping you understand What is the right thing to do with this customer next on the account level and on the contact level? And then ideally the goal would be to become what we define as an hybrid CS organization We have tens of agents.

There are companies that today have ten agents. There are companies that today have 22 or 32 or 50 agents do I think that every company needs a hundred agents today? No, but do I think that every company will have a hundred agents in the next two years most likely? Yes And that will help you make your role actually more strategic because AI is not just gonna help you do more It's gonna also help you influence more scale operations and influence revenue in a whole new way and we'll talk about that And What we're gonna show is based on the platform like we said we merge every afternoon base So it's based and we're gonna show how we could vibe code any customer program in any customer outcome If your goal is in our if your goal is advocacy if your program is on boarding or ongoing or success It doesn't really matter you have a system to run all that and it's based again on more than 150 enterprises and 7 billion in revenue impacted and 100,000 AI actions taken so we're gonna share how that is possible and how we can track your revenue influence all at once But and this is a very big but We're gonna make sure that while you do that You create a great customer experience and we'll talk why that is important because I think the customer experience is gonna be your moat And you guys are the customer experience experts you become even more important when all products are the same with AI Customer experience becomes a real differentiator in a moat but for customer experience to be great It needs to be relevant right it needs to adopt to the count and contact and country and product They use and use case and where they are in their journey and so on it needs to be easy to access Any channel any touchpoint right anytime it needs to be human.

They don't want to feel it say I even though AI is powering the whole thing They want to feel that they're really being listened heard supported and it needs to be actionable They need to know what the next action is for them and be able to take it and the last thing I will tap in before I bring in Shaka is that you also want to be able to do all that and report new types of revenue So moving away from you can still of course report and NPS is still important and so renewal rates But start thinking about hey, can we report pipeline influence of everything that we do? Can we show clear correlation between community? onboarding adoption Advocacy to nrr to grr and you the answer is yes, you can Can we explain how a certain journey influences a certain revenue how it grows ACV and so on? So we're gonna show all that and one example there is with zoom info One of our customers who have created a self-serve program Both on their own boarding and they're little by little moving more and more customers into that They started with the lower tier and then add another tier and little by little adding more tears to full self serve also the reference program internally for their teams leveraging customers sales team is fully self-serve and then they move from onboarding customers in weeks to onboarding customers in days, which is a high value for them and They were able to also, you know get everything done 2x faster move these head counts to other roles where they're more relevant and impactful Create new types of content with AI Almost 300 reviews and so on all that just with a genteck flows and AI flows So what Shaka will take you through is basically how you can make both your internal teams and your customers more autonomous Across all your programs and the lifecycle stages and we want to show you real live example.

So Shaka the stage is yours Thank you, hello everyone I say that people are still joining I Think I'm going to do something for the first time at pulse which is to do like a live demonstration of few case studies Hopefully the internet will not let me down I think that the examples that I'm going to share here today are Examples that are designed to make your customers more autonomous Therefore your organization more efficient and we're going to talk about few customer programs And then we will going to try to build one together The first example is a continuation of what God and mentioned regarding zoom info And I'm going to share few actual examples and screenshots of the programs that they built in their fully self-service and personalized onboarding experience And what we what we will see here is how they actually made it super personalized super engaging and in a way that customers don't really need a human involved and it starts with creating a lot of visual elements that you can see here that creates a lot of motivation and excitements from the customer they all build that on our studio model, so so Customers in order for them to start onboarding. They have a super branded Visual element and once they have that They broke down a really big onboarding process that includes like five different modules with a lot of different Tasks in it and they broke it down to something very self-service where customers could take themselves Provide their goals provide their timeline provide the different integrations that they need and based on that They were able to curate a tailored experience for their customers in addition to that in addition to Creating this personalized experience. They also made it fun and made it delighted at delightful moments. So whenever they complete One stage we celebrate that customers would actually submit their onboarding plan in order to get another step of the flow, so that's something that they're really really excited for and as I mentioned like a lot of Customers are added to this program every week Now I'm going to try to do something together with you And I'm going let's vibe code a customer program together Do you have any ideas or thought something that you would like us to build together on stage?

Okay, let's do a value realization program So what we can do with the system So our system is connected to all of the other sources sources that our customers have it's connected to Gain site and Salesforce and snowflake and BigQuery and all of that And with the prompt that I have and I'm going to let it a moment and I'm going to show share Other examples and we're going to go back to it in a moment. We will see how we could actually build a value realization program to our customers Okay in the meanwhile, let's go to another example and I see here people from this company. So The great team at Okta had built an autonomous successful system that takes into consideration for different steps that empower customers to unlock more of their Okta platform First thing we get customer goals and we ask customers to provide us our goals their goals so we could tailor The recommendations based on that this information is synced directly into gain site So everyone that has access to gain site could also know what are the customer goals? So super valuable information that the organization should have Based on that the system checks directly From product usage, what is the maturity of each customer?

Right after that the system provides a curated list of recommendations That the customer should do because they didn't do it yet in the product and they will help them to improve their maturity And to achieve their actual business outcomes The system could offer a lot of different accommodations But we prioritize the most important ones and once customers complete that advanced steps are unlocked so something that a success plan that used to be something that super high touch that someone is like Like a human needs to build for a customer now is built in a very autonomous way that there are some a lot of Okta people here. So if you want, maybe they could tell more about that Another super valuable example that we can unlock and make customers more autonomous is how we can automate QBRs that customers can run themselves again QBR is something that until few years ago Only top customers had the privilege to receive but now with AI We are able to create AI powered QBR hubs that are always on always give the most up-to-date information to every account and every segment so video Which is a video platform tool and we're able to create QBRs for their entire customer Lifecycle stages so we can see how it how it looks like here But I'm actually going to to show you how it looks like in product So I got an approval from them to show it. So this is my real video account here So this is the product I log in I can create videos I can do other stuff here and I have here a menu that is called success hub once I click on that within the video platform, I have my most up-to-date QBR and Review here that I get access to data that might be unlocked for me. I get recommendations I can tell exactly where I stand I get access to additional resources and I'm able to act very fast me as a customer.

I can know What the other steps that I can do in order to unlock the potential of my video platform Let's See how we're doing here. Okay. So by the way in the meanwhile the system generated a value realization dashboard for me As I mentioned, it took all of the data from other systems. But if I don't like it, I don't know.

Let's With animation and let's give it another another Another big important flow that now we can use AI to harness to our advantage is to recruit advocates using AI So your system have a lot of valuable data points about your customers from calls from support tickets from product usage So we can take all of this information Analyze the contact engagement that we have across system. So if a customer said in a gone recording Yeah, I really like this feature. Okay, it might be a good opportunity for us to approach this customer to identify once we have positive engagement to even generate a potential G2 review for the customer to motivate a customer to provide us G2 review and send It over. So this is something that we did I think a year ago whatever after we try to create an image and a song for each customer once we've identified that this is a successful and happy customer and we actually got a really really nice reviews from this campaign The additional part is to actually generate a suggested G2 review for them from the information that we have from the systems Another big important part would be build a next best action mechanism Next best action is your way to make customers Autonomous by curating for them across all of the different potential stuff that they could do a single most important stuff that they should be focusing on today So we need to identify then we need to push customers Towards that so you can run an agent that again analyzes all of the different signals analyzes what the customer input is Priorities what they did what they didn't do and also The agent could build a plan for that so in this example the agent decided that Because the customer once told me that they are happy to work on items on Friday at 2 p.m So it identified that we need to schedule a meeting for the customer without us it's something a placeholder on the customer's calendar and It identified that these are the two tasks that they need to do.

So we send it in a very engaging way to the customer we send An invite for the customer just for their own and tell the customer. Hey, these are your homeworks for this for this upcoming Friday So Unfortunately, I don't have too much time to show more examples. I will just show one automated success plan example here that we can collect customer goals as I mentioned and then The AI will identify from all of the sources priorities goals and would actually create this Engaging program for the customer once customer completes that they will get additional recommendations We can we can surface a lot of valuable information and I think that I'm out of time So if you're interested in learning more examples, you can find me right after this session and I will hand it over back to God Thank you Thank You You You You You