In this episode of the Chief Customer Officer Podcast, Jay Nathan and Jeff Breunsbach discuss the evolving landscape of customer success, particularly focusing on the impact of AI. They explore the importance of building a robust renewal function, identifying key information for renewals, and the necessity of mapping out processes.

The conversation delves into the development of granular AI agents to enhance customer interactions and the balance between workflow and AI capabilities. They also emphasize the significance of understanding customer business contexts and choosing the right tools for effective AI implementation.

The episode concludes with thoughts on standardizing AI use across teams and the future directions of AI in customer success.

Chapters

00:00 Introduction to the Chief Customer Officer Podcast 02:58 The Role of AI in Customer Success

05:58 Building a Renewal Function with AI

08:49 Identifying Key Information for Renewals

12:08 Mapping Out the Renewal Process

15:09 Creating Operational Agents for Efficiency

18:10 The Future of AI in Customer Engagement

22:09 Optimizing Workflow with AI Agents

24:18 Personalization in Customer Interactions

26:11 The Importance of Real-Time Data

28:00 Exploring Tools for AI Integration

30:04 Categories of Agentic Tools

35:50 Empowering Business Users with Agent Development 39:04 Real-World Applications of AI in Business

About the Show:

Chief Customer Officer Podcast is a show about real strategies for customer-led growth in the AI era—from leaders actually executing, not just talking about it.

Your Hosts:

• Jay Nathan – CEO of Balboa Solutions and Co-Founder of ChiefCustomerOfficer.io
• Jeff Breunsbach – Head of Customer Success at Junction and Co-Founder of ChiefCustomerOfficer.io