In this article, you can find:
Biggest takeaway for CS from 2023:
Cash is king, and AI is a business must. Retention and, more, expansion became the main focus of CS, leaving behind some of the traditional metrics such as NPS and CSAT. AI in CS, like in many functions, became an imperative. While we’re still in the early days, CS teams leveraging AI for note-taking and follow-up have become table stakes, while many teams are using AI for greater personalization at scale.
Your best productivity hack for CS teams:
Businesses are asking employees to “do more with less”. To over-delight and deliver on the promise that comes from a well-oiled CS team, time management is critical now more than ever. For this, I recommend CS teams leverage the Eisenhower matrix. Have your team create these weekly (Fridays for the week ahead is perfect), then review/complete a team matrix during weekly kickoff meetings on Monday, review/complete a team matrix. This helps spread the load across the team while keeping each individual’s matrix relatively intact as it considers what everyone is working on, leading to a more productive team.
Predictions for CS trends in 2024:
MORE AI (obviously)! We will see a continued increase in point solutions “powered by AI” with a slowing around midyear when we begin to see some of those solutions turned into features of larger end-to-end platforms. While the usage of AI to automate repetitive tasks will increase, customers will desire more “real” human interaction; thus, the need to meet customers where they are will become a business imperative.
