In this episode Carlos interviews Chad Greenleaf, the SVP of Client Services at AppsFlyer.  They discuss his experience in building and sustaining world-class customer success teams and how the field is evolving quickly.  Chad emphasizes the need for organizations to find out how they can best measure customer success, as customers expectations are quickly shifting to expect higher and higher quality of service. Leaders need to find a balance between automating certain processes to achieve a high level of efficiency and preserving the unique touch and feel required in client relationships. Decisions on what to automate using AI and other measures require careful consideration.