Cognitive Technology: The Force Multiplier for Scaling Customer Success

In the midst of pacing digital transformation, enterprises have placed a greater emphasis on the revenue potential of existing customers, and customer success as a function stands at the very heart of this transformation. But a recent TSIA poll revealed that 44% of success teams said scaling the customer success function as the biggest challenge in 2021.

Traditionally viewed as a nascent function responsible for managing reactive support escalations, customer success has evolved into a function that is highly focused on delivering real and measurable business value. But even to this date, with lack of visibility into customer adoption, siloed customer data insights, and a reactive approach to managing customer health, it’s not uncommon for most enterprises to face the scalability challenge.

Adding the right technology to the mix is the key to shifting from a reactive to a proactive customer adoption, retention, and success model. Watch the on-demand webinar as Vishal Sharma, CTO, SearchUnify, and John Ragsdale, Distinguished VP, Technology Research, TSIA discussed the increasing role of cognitive technology in moving customer success beyond ad hoc customer enablement and leverage the scaling engine to meet key customer success KPIs.

Key Takeaways from the Webinar:

  • How cognitive technology acts as the “force multiplier” for the customer success function
  • The role of predictive analytics in personalizing customer adoption, retention, and expansion
  • Optimizing the value of technology integration through KPIs, including Customer Health Scores

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