AI Tooling to Drive Growth & Break Down Silos with Masha Krol of Glowstick | Episode 064
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I. · 2024-08-06 · 55 min
Episode notes
In this episode, Alex interviews Masha Krol , CEO of Glowstick about the various innovative uses of AI in customer success to identify growth opportunities and enhance collaboration between CS and commercial teams. Masha shares her takes on the evolution of digital customer success, emphasizing the importance of leveraging AI to analyze customer conversations, breaking down organizational silos, and segmenting customers based on tasks and outcomes for more personalized strategies. Chapters: 06:19 - Silos in organizations 08:07 - Analyzing customer conversations 10:23 - Identifying growth opportunities 14:32 - Human and digital go hand-in-hand 17:29 - Customer segmentation challenges 19:29 - Internal collaboration models 23:52 - CS as a strategy 25:07 - CSQL programs and challenges 30:01 - Trust issues in teams 37:14 - AI in the market 40:03 - Future of AI tools Enjoy! I know I sure did... Masha's LinkedIn: Glowstick: +++++++++++++++++ This episode was edited and sponsored by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young.