The Customer Success Newsletter is a weekly curated collection of 4 helpful articles from around the world of Customer Success.
This week we examine why how people achieve their desired outcomes is important, get inside the difference between Success and Support, explore AI, and identify the types of touchpoints that can impact the customer journey.
What a customer wants to achieve with your product is arguably the most critical component of Customer Success, however, HOW they want to achieve it can impact whether they feel they have. Lincoln Murphy of Sixteen Ventures knows we've all had customers who we think reached their success criteria, but had problems because it wasn't along their journey.
With AI and customer care, the future is already here. By 2020, 85% of all customer service interactions will occur without a human agent. Andrew O'Brien of BlueOcean gives us an idea of what this could look like.