Don't lose that personal touch | #11

When total and complete automation is within reach, do you let it take over?

Kristi and Stino share their thoughts on what makes customer success...customer success.

⏱️ Timestamps:

00:00:00 - Botox and burnout in CS

00:03:24 - Personalization vs. product-led growth

00:04:03 - Losing the human touch in PLG

00:06:07 - Segmentation and scalable white glove

00:07:37 - Using product data for personalization

00:09:07 - Internal workflows vs. customer behavior

00:10:47 - Low-budget ways to personalize onboarding

00:11:46 - Collaborating with customers on design

00:12:42 - Scaling support without losing CSAT

00:14:12 - Categorizing tickets to find the root cause

00:17:05 - AI and documentation to reduce burnout

00:20:23 - Socializing support data with leadership

📺 Lifetime Value: Your Destination for GTM content

https://www.lifetimevaluemedia.com

💁‍♀️💁‍♂️ Connect with the hosts:

Kristi Faltorusso's LinkedIn: https://www.linkedin.com/in/kristiserrano/

Kristi's website: https://www.kristifaltorusso.com/

Stijn "Stino" Smet's LinkedIn: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/

Key topics: artificial intelligence, personalization, customer support