profile

Lincoln Murphy

The future of CS? AI, AX, & Automation

Published about 2 months ago • 1 min read

Digital CS & Customer-centric Automations training starts next Monday, 4-March.

In this week's episode of Impact Weekly, Johan and I continue our conversation from last week, where we go through reasons 2 - 5 of why we think CS will still be relevant in a few years.

Listen to this week's episode here (or on Spotify, Apple, or Youtube).

We talk a lot about how the customer's Appropriate Experience (AX) is constantly evolving and how understanding that can allow you to leverage AI and Automation in really innovative ways to create a much more scalable way to make customers successful.

I hope you enjoy the episode.

~ Lincoln

BTW: Much of what we talk about in this conversation centers on the evolution of our customers' Appropriate Experience (AX) and how we can leverage that understanding to deflect more to self-service and async engagement, and leverage automation and AI.

But you have to do it right.

To help you do that, we have a new training program at Impact Academy all about Digital Customer Success and Customer-centric Automations that starts next Monday, 4-Mar, 2024.

Learn more and sign-up here.

It's filling up fast.

Lincoln Murphy

I invented Customer Success

Read more from Lincoln Murphy

Our 2-week Onboarding Training starts next Monday, 22-Apr, 2024. Onboarding is either when you set the customer up for long-term success... or plant the seeds of churn. A well-defined onboarding program leads to: Massive KPI Impact: A positive Onboarding experience is directly correlated with longer customer lifetimes, less contraction (revenue churn) at renewal, less overall churn, and more expansion (upsells). Faster Time to Value: A streamlined onboarding process allows customers to begin...

1 day ago • 1 min read

Our 2-week Advocacy Training starts next Monday, 22-Apr, 2024. Most Heads of CS see advocacy as the finish line (if they even think about it at all, honestly). The customer gives you a testimonial or leaves a review after they're received some value from your product and that's it. World-class Heads of CS understand that advocacy isn't the end game, but rather a continuous cycle—what we call the "Advocacy Flywheel." And World-class GTM and Revenue leaders understand that Advocacy fuels...

2 days ago • 1 min read

Two extremely popular and super-powerful 2-week intensive training programs at Impact Academy start on Monday, 22-April, 2024. Customer Onboarding - You'll learn how to get your new customers to do the things they need to do to get this fragile relationship off to a strong start, setting everyone up for long-term success (the customer... and your CS team). Customer Advocacy - You'll learn to leverage the power of Social Proof by systematically getting customers to advocate for you. This isn't...

5 days ago • 1 min read
Share this post