See the customer’s need
Start with what the customer is trying to achieve, rather than a list of tasks to automate.
Customer success × practical AI
Where should AI help?
Where should people lead?
Explore who should do what at the moments that matter to a customer—from getting started to earning their trust.
No sign-up. Start with an example, or answer 7 questions.
By Massimo Gaifa · Customer success leader
One journey. Different roles.Subscription example
You lead · AI helps
“Is this making a difference to my business?”
AI’s roleBrings usage and outcome evidence together.
The human roleConnects the evidence to the customer’s goals.
Three selected moments. The full example includes all seven stages and the reasoning behind each role.
A point of view
you can put to work.
Customer success means helping customers get value—and giving them a reason to stay.
Make the division clear
See where AI can act, where someone should review, and where human judgment leads.
Understand the tradeoffs
Explore the reasoning, then adapt the map to the business and its customer relationships.
Efficiency matters.
So does the relationship.
My starting point: the right role for AI changes with the business model, the complexity of the work, and what is at stake for the customer.
Explore the thinking behind the tool →