In this episode of The Generative AI Revolution Podcast, I sat down with three IBM leaders in Customer Success: Mike Burrell, Mike Philbin, and Mike Milani. Together we explored how the CSM role has evolved, what makes it irreplaceable, and how AI is transforming but not replacing the human side of customer success.𝗖𝗼𝗻𝗻𝗲𝗰𝘁 𝘄𝗶𝘁𝗵 𝘁𝗵𝗲 𝗴𝘂𝗲𝘀𝘁𝘀 𝗼𝗻 𝗟𝗶𝗻𝗸𝗲𝗱𝗜𝗻:Mike Burrell – https://www.linkedin.com/in/mike-burrell-7265472/Mike Philbin – https://www.linkedin.com/in/mphilbin/Mike Milani – https://www.linkedin.com/in/mmilani/𝗪𝗲 𝗰𝗼𝘃𝗲𝗿:→ Why adaptability defines the modern CSM.→ The orchestra conductor analogy for collaboration.→ How empathy outperforms AI when it comes to trust.Disclaimer:The views and opinions expressed by guests in this podcast are their own and do not reflect the views of Jothi Moorthy, IBM, or any affiliated organizations. This podcast is a personal project and is not affiliated with, endorsed by, or produced in collaboration with IBM. It is intended for informational purposes only and does not constitute professional advice.

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