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In the final chapter of a compelling three-part series on the Customer Success Playbook, hosts Kevin Metzger and Roman Trebon sit down once more with communication strategist Mary Schmid to explore whether artificial intelligence can play a meaningful role in building trust. With AI Fridays in full swing, the conversation veers into uncharted territory: can AI actually help us become better listeners, or are we outsourcing our empathy to machines?

Detailed Analysis: AI in customer success is no longer theoretical; it's operational. From onboarding workflows to meeting recaps, AI is here to streamline. But the question Mary Schmid challenges us with is not can AI help, but how and where should it be used? With characteristic wit and wisdom, she makes it clear: AI can emulate empathy, but it can't feel it. The result? AI may simulate care, but it can’t substitute human connection.

The group reflects on how AI, while useful for efficiency and summarization, may inadvertently encourage disengagement. Roman candidly shares how AI-generated transcripts have made him a lazier listener—a relatable confession for many knowledge workers navigating tech overload. Mary counters with a powerful reminder: presence is a choice. No matter how smart your tools, nothing replaces being fully in the conversation.

This episode offers a practical and philosophical blueprint for integrating AI responsibly. Use it for insights, yes. Use it for speed, definitely. But never let it replace your human instinct to connect. Mary leaves us with a challenge: show up with your eyes, ears, and heart—because no algorithm can replicate that.

Bonus treat: Mary created a downloadable resource exclusively for Customer Success Playbook listeners. Grab it at maryschmid.com/csb — it includes free resources and even complimentary access to her book.

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Check out https://funnelstory.ai/ for more details about Funnelstory. You can also check out our full video review of the product on YouTube at https://youtu.be/4jChYZBVz2Y.

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