This time, we dive into one of the hottest topics in our industry, Artificial Intelligence in Customer Success, and how it's reshaping our daily work, customer interactions, and future roles.Today’s guest is Kelly Turner, SVP of Global Customer Success at Vitally.io. Kelley brings a unique perspective on how to lead high-performing CS teams through change. From controller to frontline CSM to executive, her journey is proof that diverse experiences can fuel success in CS.
Sponsored by Vitally: Book a demo and receive free AirPods Pro! → https://try.vitally.io/cs-talks/
In This Episode, You’ll Learn:
- How Kelly’s team is actively using AI at Vitally to drive retention, reduce time-to-value, and support scaled customer engagement
- The human vs. AI balance; why relationship-building is still the CSM’s superpower
- Why prompt-writing (and asking the right questions) is becoming a must-have skill for CSMs
- A tactical framework to pitch AI usage from the bottom up if your organization hasn’t embraced it yet
- Insights into how AI will shape future CS roles, from automation of admin work to enabling proactive, data-driven strategies
Whether you're new to CS or looking to stay ahead of the curve, this episode will equip you with real-world tactics and strategic foresight. Check out Vitally and claim your AirPods Pro for a qualified demo
📢 Like, comment, and share if you find this helpful!