From tech news to dinner table chats, artificial intelligence is everywhere. And it’s no wonder—AI is revolutionizing how we work and live faster than any tech before it.
At our core, we at Gainsight champion a Human-First AI approach. We’re creating AI systems that work with you, enhancing your work and making it more enjoyable. That’s because our overall mission as a company is to be living proof that you can win in business while being Human-First.
Gainsight’s Human-First AI Solutions
Denise Stokowski, Gainsight’s SVP of Product Management says it best:
“Despite its technological roots, AI is a path to more human-centric interactions. So we’re working to ensure that AI enhances rather than replaces human connections. Because at the end of the day, humans are still best at navigating nuanced conversations. You need that skill to truly get the most value. AI is going to radically make customers and customer success better.”
In Customer Success (CS), generative AI is poised to be a total game changer. But is the CS world ready for this leap? Our latest research report with SaaS metrics firm Benchmarkit explores this and other key takeaways. We surveyed 175 CS professionals globally for our second edition of The State of AI in Customer Success report. Below is a summary of the findings, including the use of generative AI, future plans, and the biggest opportunities and challenges CS teams foresee.
Don’t forget to check out the full report, The State of AI in Customer Success 2024. But if you need the TL;DR version, let’s dive into 9 top takeaways.
1. AI Adoption: A Growing Trend
52% of CS organizations are using AI, but it’s not quite a must-have—yet. Right now, AI tools are mostly used by employees for personal productivity. As trust in AI grows and it proves its worth, we expect adoption rates to soar.
2. Tactical vs. Strategic
Currently, the majority of respondents (58%) view AI more as a tool to boost productivity than a significant strategic asset to enhance overall company performance. This will change as organizations get smarter about leveraging AI.
3. Leaders in Adoption: Small and Large Companies
Lean startups and large enterprises are leading the charge in AI adoption. Startups can quickly integrate new tools, while big companies have the resources and teams to experiment with and implement AI effectively.
4. Enhancing Onboarding and Efficiency
AI shines in Customer Success onboarding (58%) and engagement (75%), where structured, repeatable processes are common. However, there’s still a gap between perceived benefits and actual usage, with more focus on data tasks than on customer renewals and expansions.
5. Data Analysis and Reporting
AI’s strength lies in data analysis and reporting, with 45% of respondents ranking it as the number-one activity to automate with AI. This capability is transforming how Customer Success Managers (CSMs) gain customer insights, making data-driven decision-making more accessible.
6. Identifying At-Risk Customers
Keeping existing customers is easier than acquiring new ones. AI can analyze customer sentiment and flag potential churn risks early, suggesting preventive actions to improve renewals. In fact, 73% of respondents said the ability to identify at-risk customers was the best opportunity to automate with AI.
7. Room for Growth in Community Strategy
Community integration with AI is still in its early stages within CS, with only 27% of respondents using AI in their community strategy. There’s significant potential for growth in this area.
8. Measuring Productivity Gains
Respondents ranked increased CSM productivity as the top benefit of AI (73%). While data tasks are crucial, long-term metrics like reduced churn (55%) and increased expansion (36%) will likely become key indicators of AI’s ROI in CS.
9. Barriers to Adoption
The main barrier to widespread AI adoption is the lack of experience and expertise, with more than half of respondents ranking this as the number-one and number-two barriers for AI adoption. The majority of companies have also not yet produced solid data compliance policies around AI, so CS—and other teams—are often nervous to formally roll out the use of a new technology, especially one that could use customer data without corporate approval. However, as AI evolves, these hurdles will diminish.
Overall, AI is set to revolutionize Customer Success, making CSMs more effective and efficient. By enhancing human connections rather than replacing them, AI can help CS teams navigate the nuances of customer relationships better than ever.
Learn More
Don’t forget to check out the full report, The State of AI in Customer Success 2024.
