In a world where technology continues to reshape our workplaces, the emergence of AI tools like ChatGPT has sparked both excitement and concern, particularly among different generations in the workforce. In this episode of the ‘We Fucked Up So You Don’t Have To’ podcast, hosts Stino and Melanie delve into the challenges faced by customer success managers (CSMs) as they navigate these changes, especially with the influx of Gen Z into the job market.
Section 1: Understanding the Generational Divide
The hosts kick off the conversation with a light-hearted yet honest discussion about their experiences as millennials working alongside Gen Z. Stino shares his thoughts on how Gen Z’s reliance on technology, particularly AI, contrasts starkly with the manual skills that millennials developed early in their careers. He emphasizes that while Gen Z may have access to advanced tools that can streamline workflows, they often lack the foundational experience needed to effectively engage with customers. For instance, Stino notes, "They have it quote unquote, maybe easier, but it also terrifies me. How are they going to drive value?" This sentiment highlights a growing concern: can a generation that has relied on AI truly understand the nuances of customer interactions?
Section 2: The Role of AI in Customer Success
As the discussion progresses, Melanie and Stino explore the role of AI in customer success, acknowledging its potential to enhance productivity. They agree that AI can be a powerful ally in preparing for customer calls, providing prompts and suggestions that can make conversations smoother. However, they also caution against over-reliance on these tools. Melanie points out, "As soon as that gets derailed, it's like, what do you do next? Help, I'm not prepared for this." This highlights a critical gap: while AI can assist with basic tasks, it cannot replace the strategic thinking and adaptability that comes from real-world experience.
Section 3: Learning from Mistakes
Throughout the episode, both hosts reflect on their own learning curves when it comes to integrating AI into their workflows. Stino recounts an instance where he blindly trusted AI to draft an email, resulting in a costly mistake. "I once promised a refund where I shouldn't have," he admits, illustrating the pitfalls of relying too heavily on technology without applying human judgment. Melanie echoes this sentiment, mentioning how inaccuracies in AI-generated notes can lead to confusion and miscommunication in customer interactions.
Section 4: Building a Balanced Approach
The conversation shifts towards the importance of striking a balance between leveraging AI and maintaining a human touch in customer success roles. Stino emphasizes the need for managers to train new hires effectively, ensuring they develop the necessary skills to think critically and engage authentically with customers. "I'd rather want you to spend six hours on it, using your logical brain in combination with ChatGPT," he advises, underscoring the value of personal input and creativity in customer interactions.
Conclusion: Key Takeaways
As Stino and Melanie wrap up their insightful discussion, they leave listeners with several key takeaways. First, while AI can significantly enhance efficiency, it's essential to remember the importance of human experience and intuition in customer success. Second, managers play a crucial role in onboarding new team members, ensuring they understand the balance between using technology and applying their own skills. Finally, fostering an environment where mistakes are viewed as learning opportunities can lead to greater growth and development in customer success roles.
