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The Customer Success PlaybookAuthor: Kevin Metzger and Roman Trebon
Welcome to The Customer Success Playbook, a fresh podcast initiative spearheaded by Kevin Metzger and Roman Trebon. Immerse yourself with us in the dynamic realm of customer success, where we unravel the latest insights, inspirations, and wisdom from recognized leaders in the Customer Success domain.Our journey began with a simple yet profound belief: that meaningful conversations can significantly impact our professional trajectory. With this ethos, weve embarked on a mission to bring to you the voices of seasoned and revered professionals in the field. Our episodes have seen the likes of Sue Nabeth Moore, Greg Daines, Jeff Heclker, James Scott, David Ellin, and David Jackson, who have generously shared their expertise on a variety of pertinent topics.Weve delved into the intricacies of Profit and Loss Statements in Customer Success with Dave Jacksson, explored the potential of Customer Success Platforms with Dave Ellin, and unravelled the role of AI in Customer Success with all guests. With Sue, we navigated the waters of Organizational Alignment, while Greg brought to light strategies for Reducing Churn. Not to be missed is James insightful discourse on the Current Trends in Customer Success and Jeffs thoughts on Service Delivery in CS.Each episode is crafted with the intention to ignite curiosity and foster a culture of continuous learning and improvement among customer success professionals. Our discussions transcend the conventional, probing into the proactive approach, and the evolving landscape of customer success.Whether youre a seasoned veteran or a newcomer to the industry, our goal is to propel your customer success prowess to greater heights. The rich tapestry of topics we cover ensures theres something for everyone, from the fundamentals to the advanced strategies that shape the modern customer success playbook.Our upcoming episodes promise a wealth of knowledge with topics like CS Math, Training, AI, Getting hired in CS, and CS Tool reviews, ens Language: en-us Genres: Business, Careers, Technology Contact email: Get it Feed URL: Get it iTunes ID: Get it |
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Customer Success Playbook Podcast S3 E72 - Adrian Swinscoe - Enhancing Customer Experience with AI
Episode 72
Thursday, 28 August, 2025
Send us a textDive into the rapidly evolving world of AI with Adrian Swinscoe as we wrap up our three-part series on how to keep AI from becoming just another buzzword. This episode unpacks the flood of AI tools hitting the market, the challenge of maintaining a human touch in customer experience, and strategies to avoid the dreaded “tech for tech’s sake” trap. Adrian shares a fresh perspective on leveraging AI for operational efficiency—not by cutting costs but by unlocking capacity to deepen customer relationships. We also touch on often-overlooked ethical considerations, from AI’s environmental impact to the human labor hidden behind the scenes.In this episode of the customer success playbook, Adrian Swinscoe expertly navigates the AI hype cycle, reminding us that technology should never lead the charge without a clear strategy rooted in customer experience goals. Adrian advocates flipping the traditional tech-first approach on its head—start with the experience you want to create, then work backward to the data and technology needed. This disciplined mindset steers organizations away from buying shiny tools with no purpose and towards a deliberate, ROI-driven deployment of AI.What stands out is Adrian’s practical example of a forward-thinking e-commerce company that uses AI automation to free their agents from mundane inquiries. Instead of using this newfound efficiency to reduce headcount, they activate new channels to deepen direct customer interactions. This mindset flips the usual script focused on cost-cutting, proving that AI can be a genuine enabler of enriched customer success rather than a simple productivity hack.The episode also ventures into the less glamorous but crucial topics rarely discussed: the hefty energy consumption demanded by AI’s generative models and the ethical conundrum surrounding low-paid labor involved in data annotation. These insights serve as an important reminder that innovation must marry responsibility, aligning with broader business values and the global climate imperative.For customer success leaders, the takeaways are clear: educating teams on the art of the possible with AI, defining an experience-first strategy, and thoughtfully measuring impact are essential steps to harness AI’s power effectively. Above all, there’s a call to maintain the human element—after all, let’s not trade genuine connection for robotic efficiency. Now you can interact with us directly by leaving a voice message at https://www.speakpipe.com/CustomerSuccessPlaybookPlease Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.
