AI Tooling to Drive Growth & Break Down Silos with Masha Krol of Glowstick | Episode 064

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.

Related episodes across the Index

Other episodes covering the same guests and topics, from across The B2B Podcast Index.

• How B2B Marketers Use Customer Marketing for ExpansionB2B Marketing with Fexingo · on Customer success83 / 100
• Hotel Tech Pays More, But Is It Better? | Edouard ClarkSchulering HUB Talking Hospitality Podcast · on Customer success80 / 100
• B2B Sales Strategy and AI in Sales: Deal Intelligence That Drives RevenueThe B2B Revenue Executive Experience · on Customer success80 / 100
• Ep.17- How to Treat Customer Success as a Revenue Growth Lever and Not Post-Sales Babysitting with Ivan StefanovskiPre-Sales Unplugged: Leadership Playbook · on Customer success76 / 100
• Ep. 192 - Why SaaS Growth Now Starts After the SaleSaaS Backwards · on Customer success76 / 100
• Scaled MongoDB From $35M to $2B - Why He HATES the Word PlaybookHunters and Unicorns · on Customer success74 / 100

• Digital CX with Real Impact: Kat Kenny on DAP, AI, and Customer Education | Episode 10880 / 100
• Why Culture is Key to AI Transformation in CX with Eric Mistry of Zapier | Episode 10665 / 100
• Live Vibe Coding Session: How to Build Your Own Suite of CX Tools | Episode 10547 / 100
• The Biggest AI Unlock for 2026: Scheduling Tasks in Claude | Episode 10448 / 100
• Unlocking CX Efficiency with Claude, not ChatGPT: Co-Work and Skills Explained | Episode 10359 / 100