On this episode of the Customer Success Talks podcast, host Bayron Toruño and Kelley Turner, SVP of Global Customer Success at Vitally, dive into one of the hottest topics in our industry, Artificial Intelligence in Customer Success. They how AI is reshaping our daily work, customer interactions, and future roles. Kelley brings a unique perspective on how to lead high-performing CS teams through change. From controller to frontline CSM to executive, her journey is proof that diverse experiences can fuel success in CS.
In This Episode, You’ll Learn:
- How Kelly’s team is actively using AI at Vitally to drive retention, reduce time-to-value, and support scaled customer engagement
- The human vs. AI balance; why relationship-building is still the CSM’s superpower
- Why prompt-writing (and asking the right questions) is becoming a must-have skill for CSMs
- A tactical framework to pitch AI usage from the bottom up if your organization hasn’t embraced it yet
- Insights into how AI will shape future CS roles, from automation of admin work to enabling proactive, data-driven strategies
Whether you're new to CS or looking to stay ahead of the curve, this episode will equip you with real-world tactics and strategic foresight.
