In the latest episode of the “Success Perspectives” podcast, Gary welcomed Ann Chan, co-founder and Chief Products Officer of Berry, a pioneering startup focused on enhancing customer success through artificial intelligence. The discussion revolved around how AI is transforming customer engagement and the strategies leaders can adopt to prepare for this shift.
Ann shared her journey from her early days at Facebook, where she played a crucial role in user growth and product management, to her current mission at Berry. The startup aims to address the challenges faced by enterprise sales companies by providing an AI Customer Success Manager (CSM) that automates onboarding, support, and upselling processes. Anne recounted how the idea for Berry emerged from a painful realization during the pandemic: the need for efficient remote onboarding solutions. This led to the development of a tool that could streamline customer interactions and ultimately evolve into the AI-driven platform Berry is today.
Throughout the episode, Ann highlighted the importance of using AI to deliver personalized customer experiences at scale. She discussed real-world examples of how Berry’s AI CSM has helped clients significantly reduce onboarding times and improve customer satisfaction. For instance, one client managed to cut their onboarding process from eight to ten weeks down to just four days, showcasing the efficiency AI can bring to customer success operations.
Listeners learned about the growing excitement among customer success leaders regarding AI adoption. Ann noted that many are eager to implement AI solutions to enhance their operations, particularly in areas like onboarding, training, and support. She emphasized the need for companies to focus on specific business metrics when selecting AI tools, advocating for an incremental approach to implementation rather than attempting to overhaul their systems all at once.
The conversation also touched on the evolving role of customer success managers in the age of AI. Anne encouraged CSMs to embrace AI as a tool for augmentation rather than a threat to their jobs. By mastering AI technologies, CSMs can enhance their capabilities and become indispensable assets to their organizations.
As the episode concluded, Ann shared her vision for the future of Berry and the broader AI landscape. She expressed excitement about the potential for AI to solve complex business problems and improve customer experiences. The discussion underscored the importance of adapting to technological advancements and leveraging AI to drive business results.
For those interested in exploring the transformative power of AI in customer success, this episode provided valuable insights and practical advice. Listeners were encouraged to subscribe to “Success Perspectives” for more discussions on enhancing customer experience and leveraging technology in business.
CCO Advisor 
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