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If we had to pick the “word” of the year for 2024, it would have to be artificial intelligence. Almost every news story, tech product release, group chat, and even dinner table conversation eventually gets around to AI.
And rightly so: AI is already changing how we do business—and how we live—more quickly than any technology before it.
At Gainsight, we believe in what we call human-first AI. The question we’re always asking ourselves: How do you create systems where AI is working with you, enabling humans to do the work they love and do it even better?
It’s becoming clear that for customer success orgs in particular, integrating generative AI into their workflows has the potential to be a total gamechanger. But is CS ready to take the leap? We wanted to find out.
For our second edition of “The State of AI in Customer Success” report, we surveyed CS pros at 175 companies across the globe to see how they’re currently using Generative AI, what their plans are for the near future, and what they think are the greatest opportunities— and challenges.