AI is reshaping Customer Success—but are we using it the right way?
In this episode of the Customer Success Talks podcast, host Bayron Toruño sits down with Jamie Davidson, CEO and Co-Founder of Vitally, to dive deep into how AI is being thoughtfully integrated into customer success workflows. Jamie shares the origin story behind Vitally, why his team waited to invest in AI, and the critical balance between automation and human touch.
In this episode you’ll learn:
- Why not every company should rush to adopt AI
- The real AI skill every CSM should master (hint: it’s not just prompting!)
- The dangers of misusing AI in high-touch relationships
- The future role of CSMs in an AI-driven world
Whether you're new to CS or leading a team, this episode will help you think more strategically about AI and its role in your work.
