In September 2025, over 700 customer success practitioners met at NY Customer Success Week, sharing the belief that customer success is entering a new prime era rather than becoming obsolete. The event focused heavily on how AI technologies are reshaping CS practices by enhancing capabilities and driving new efficiencies. Attendees expressed optimism about AI as a tool that complements human expertise rather than substituting it.
However, the integration of AI into customer success brings risks, including potential overreliance on automated systems that might miss nuanced customer needs. It also raises concerns around data privacy and the ethical use of AI-driven insights. The implications extend to organizational strategies where CS teams must adapt to rapidly evolving AI tools to maintain competitive advantage.
Overall, the conference framed AI as a significant enabler of innovation in customer success, provided its adoption is managed thoughtfully. Successful implementation will require balancing technology with human judgment to optimize customer relationships and business outcomes.
👉 Pročitaj original: Forrester
