Trends Report

The Impact Of Generative AI On Customer Success

Collective Learning And Use Leads The Way To Successful Adoption

August 11th, 2023
Laura Ramos, Vice President, Principal Analyst
Laura Ramos Vice President, Principal Analyst
Shari Srebnick, Principal Analyst
Shari Srebnick Principal Analyst
With contributors:
Dave Frankland , Pippin Evarts , Ellen Lind

Summary

Customer success teams spend much of their time understanding and communicating with customers and using content to help them achieve their goals. Generative AI can make some significant efficiency and creativity impacts on these content- and conversation-heavy interactions. In this report, we explain why customer success leaders must be proactive to prevent generative AI from having a negative impact on customers’ experiences, as well as outline five areas in which to start experimenting with this technology to determine how it can enhance customer success activity at an organization.

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