On this episode, Justin Rose, the President, Lifecycle Solutions, Supply Management, and Customer Success, John Deere, discusses the implementation of AI in customer success. He highlights the challenge of determining when and how to intervene with customers based on AI insights, without being overly prescriptive or intrusive. He emphasizes the importance of customer feedback and engagement in shaping AI solutions. Justin also addresses ethical considerations, such as safety and data security, and emphasizes the need for transparency and trust. He shares resources for AI implementation and innovation, and advises customer experience leaders to be bold and incremental in driving innovation.

Key Takeaways:

• John Deere is investing in new technology to enhance the customer experience in agriculture.
• Making technology accessible to all farmers through a subscription-based pricing model called Solutions as a Service.
• John Deere is building a customer success function that leverages AI to deliver personalized and proactive support.
• Developing agentic AI systems that can triage data, customize communications, and drive interventions for each individual customer.
• The human touch is still important in areas such as initial sales, renewals, and escalations. Determining when and how to intervene with customers based on AI insights is a challenge in customer success.
• Customer feedback and engagement are crucial in shaping AI solutions.
• Ethical considerations, such as safety and data security, must be addressed in AI implementation.
• Transparency and trust are key in building strong customer relationships.
• Being bold and incremental is important in driving innovation in customer experience.

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