What is wrong with customer success and how to fix it?

Alok Shukla, in a conversation with Gilad Shriki, Co-founder of Descope, Former VP of Customer Success at Palo Alto Networks, on why customer success tools of today are problematic and why the future of customer success lies in data-driven automation.

Chapters

• 0:00 Introduction
• 4:56 Customer Success : Startup to Large enterprises
• 7:46 What do you want to automate?
• 9:32 Using data to visualize journey and perform nudges
• 13:09 Why current CS tool struggle with data?
• 17:22 Should CS teams make sales pitches?
• 23:55 Should Product Managers be incentivized?