Artificial intelligence can save money. The human touch can grow revenue. Using them together smartly in your Customer Success strategy is your path to success.
Automation is an important aspect of a Customer Success (CS) strategy, and a particularly alluring option when trying to reduce costs and increase productivity. But there’s a downside to focusing too much on the bottom line and overlooking the benefits of human-to-human contact. Sure, costs might go down, but so too will revenue, especially from lower-tier customers who never get a human touchpoint. Productivity increases, but at the cost of higher churn.
Neuroscience offers an alternative. Study after study shows key learnings that should be central to every Customer Success strategy. This paper will highlight those and provide some answers for building your strategy.