How To Leverage The Potential Of AI In Customer Success

In one of my previous articles I envisioned the state of Customer Success in the year 2041. The future looks bright for our community, but in fact the future is happening right now. Salesforce.com's annual Dreamforce conference is taking place in the San Francisco Bay Area even as I write these words, creating the perfect setting for a topic that underlies all my earlier predictions. You see, while the future of Customer Success will definitely include Automation, Virtual Reality (VR), and The Internet of Things (IoT), the thread linking all of these advancements together is Artificial Intelligence (AI). In this article I will discuss how AI can both help and hinder Customer Success. All new technologies present the possibility of a double-edged sword, and we have never been faced with a blade quite as sharp as AI.