Send us a textWelcome to Season 2, Episode 17 of the Customer Success Playbook Podcast! This week, hosts Roman Trebon and Kevin Metzger review the latest in customer success news and insights. They discuss standout articles on leadership within CSM roles, including a piece by Marcus Wrench on how high-performing CSMs embody leadership qualities. The episode also features a video post by Justin Chappelle on B2B customer experience and evolving survey methodologies.Kevin shares his experience at the Gainsight Pulse conference, highlighting Gainsight's "Human-First AI" initiative and its impact on the customer success landscape. The hosts delve into the balance between automation and human-centered approaches, discussing the implications for the workforce and customer engagement.Looking ahead, the podcast teases upcoming episodes with exciting guests like Nik Mijik from Matik, Sam Cummings from DataPlant, and Peter Orr from GuideCX. They discuss innovations in data utilization, AI-driven customer success strategies, and onboarding automation.Finally, they invite listeners to the upcoming Atlanta Customer Success Playbook Pickleball game, promising a fun day of networking and community building.Tune in for a comprehensive week in review, thought-provoking discussions, and a sneak peek at what’s next in the world of customer success. Don’t miss it!Please 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.

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