The one constant in life is change, and in fact the world seems to be changing more rapidly now than ever before. Just like for everything else, the change we see happening around us has implications for the Customer Success profession, not least because as CS professionals we tend to find ourselves working for companies that are themselves at the leading edge of technological change, and many of whose customers are also leading this charge forwards into a (hopefully) better future. Much of the change we are experiencing right now comes from the ongoing movement away from the old, slower, analog ways of doing things to the faster, more efficient digital methodologies. This movement into the “digital era” enables huge benefits in terms of artificial intelligence, big data analysis, knowledge centric decision making and even partial or full automation of activities that previously required human intervention. Great benefits can be attained in the form of cost reductions and productivity increases for ourselves and improvements to quality and speed of service for our customers. Yet there is always also the risk that we get things wrong, invest in the wrong technologies and deliver the wrong services in the wrong ways to the wrong customers. Change is disruptive, and change needs handling carefully. – So what does the future have in store for the Customer Success profession, both for the positive and perhaps sometimes for the negative as well? – What are the key opportunities that the Digital Era will bring to Customer Success, and what are some of the core challenges that will be thrown up for us to deal with? – How best can we prepare ourselves and our teams to adapt and survive in the Digital World? These are some of the questions I will be asking my guests in this new series titled Customer Success in the Digital Era!
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