The Hidden Secrets of Customer Education with Todd Kirk and Casey Trujillo

Episode notes

In this episode of SaaS Therapy, Todd and Casey discuss the challenges of AI adoption in SaaS organizations. They explore the reasons behind low user engagement with AI tools, emphasizing the importance of customer education and understanding user needs. The conversation highlights the necessity for SaaS vendors to develop clear strategies and effective communication to guide their customers in utilizing AI technologies responsibly. The episode concludes with actionable insights for improving AI adoption and fostering better relationships with customers. Takeaways Nobody's adopting your AI module. Less than 1% of our total license user base is actually clicking. You need to tap into customer education. Why did you launch the AI product that you did? Most people are still just using AI as a better search engine. You need to get a chapter ahead of your customers. Clarity beats confusion every single time. You need to help people feel confident. You need to provide clarity around how organizations can responsibly adopt your technology. What must they have adopted first to get to where they need to be?