In this episode, Paul and Mike are joined by Dhaval Moogimane - a Director in West Monroe Partners' Mergers & Acquisitions practice and Customer Success (CS) subject matter expert - to continue our discussions focusing on the merging of Customer Experience and Customer Success. They discuss five key trends driving the evolution and merging of Customer Success and Customer Experience, including:

- Shifting the focus on outcomes from primarily Churn Reduction to Relationship Expansion (Net Retention Growth)

- Tighter integration and alignment of distinct roles between Customer Success and Customer Experience functions

- Delivering CS at Scale across all customers (and not just the most important)

- Evolving customer-focused technology to drive CS

- The importance of data and organizations' ability to deliver the right data and the right time in the right context to lead to action