This time, we dive into one of the hottest topics in our industry, Artificial Intelligence in Customer Success, and how it's reshaping our daily work, customer interactions, and future roles.Today’s guest is Kelly Turner, SVP of Global Customer Success at Vitally.io. Kelley brings a unique perspective on how to lead high-performing CS teams through change. From controller to frontline CSM to executive, her journey is proof that diverse experiences can fuel success in CS.

Sponsored by Vitally: Book a demo and receive free AirPods Pro! → https://try.vitally.io/cs-talks/

In This Episode, You’ll Learn:

- How Kelly’s team is actively using AI at Vitally to drive retention, reduce time-to-value, and support scaled customer engagement

- The human vs. AI balance; why relationship-building is still the CSM’s superpower

- Why prompt-writing (and asking the right questions) is becoming a must-have skill for CSMs

- A tactical framework to pitch AI usage from the bottom up if your organization hasn’t embraced it yet

- Insights into how AI will shape future CS roles, from automation of admin work to enabling proactive, data-driven strategies

Whether you're new to CS or looking to stay ahead of the curve, this episode will equip you with real-world tactics and strategic foresight. Check out Vitally and claim your AirPods Pro for a qualified demo

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In this episode, we explore what success really means to our customers and why getting that wrong can cost you the relationship. Today I'm joined by two seasoned experts:

Tamara Kempf, a regional Director of EMEA Customer Success, who brings over 15 years of experience.

Ayman Azmy, with 20+ years in service, marketing, pre-sales, and CS operations.

Together, they share hard-earned lessons and practical strategies.Key Takeaways:- Success isn’t about feature delivery, it's about delivering outcomes that matter to the customer.

- You must go beyond surface requests and ask “why” repeatedly to uncover true goals.

- Listening deeply to words and what’s between the lines is a critical CS skill.- It’s okay to say “no”, but you must do it transparently and with a focus on alternative outcomes.

This episode is your tactical playbook for defining, discovering, and delivering real customer success, especially when the path isn’t obvious.

Listen now and start leading value conversations that drive real impact.

Connect with Us:

Tamara Kemp - https://www.linkedin.com/in/tamarakempf/

Ayman Azmy- https://www.linkedin.com/in/aymanazmy/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below.

Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEsi=zshhJqR9RDevDal5GluZ0Q

YouTube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA

Lincoln Murphy is a world-renowned growth architect, consultant, author, and speaker. As one of the earliest evangelists for Customer Success. Dive into this in-depth conversation as Lincoln breaks down:- The power of goal discovery with three simple questions: What, When, and Why.- How to deliver an appropriate experience that aligns with your customers' needs, regardless of account size.- The secret to joint accountability: ensuring customers take responsibility for their success while you provide strategic support.- Why focusing on outcomes over product usage elevates CSMs from product specialists to trusted advisors.Packed with actionable advice for individual contributors and early-career CSMs, this episode is a must-watch for anyone looking to make a real impact in customer success. Lincoln also shares behind-the-scenes stories about his books, including Maximizing Lifetime Value, and why the industry must evolve beyond outdated strategies.

Subscribe to Customer Success Talks for more expert insights, and join us in improving the world of customer success!

Resources:

Purchase Lincoln Murphy’s book Maximizing Lifetime Value: https://www.customergrowthlab.com/maximizing-lifetime-value-book-early-access

Explore more from Lincoln at Sixteen Ventures: https://sixteenventures.com

Follow Lincoln’s Customer Engagement and Growth newsletter: https://www.linkedin.com/newsletters/7042493583362297856/

Check out Impact Academy for CSM training: https://www.impactdemy.com/

Connect with Us:

Lincoln Murphy- https://www.linkedin.com/in/lincolnmurphy/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6

Explore Our Podcast Website - https://cstalkspodcast.com/

We're expanding to Latin America!

Check out Customer Success Talks Latin America, our Spanish version of the show.

Find the links in the description below.

Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEsi=zshhJqR9RDevDal5GluZ0Q

YouTube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA