Thursday Jan 08, 2026
EP001: Agentic Renewals
And we're back...
In this episode of the Chief Customer Officer Podcast, Jay Nathan and Jeff Breunsbach discuss the evolving landscape of customer success, particularly focusing on the impact of AI. They explore the importance of building a robust renewal function, identifying key information for renewals, and the necessity of mapping out processes. The conversation delves into the development of granular AI agents to enhance customer interactions and the balance between workflow and AI capabilities. They also emphasize the significance of understanding customer business contexts and choosing the right tools for effective AI implementation. The episode concludes with thoughts on standardizing AI use across teams and the future directions of AI in customer success.
Chapters
00:00 Introduction to the Chief Customer Officer Podcast
02:58 The Role of AI in Customer Success
05:58 Building a Renewal Function with AI
08:49 Identifying Key Information for Renewals
12:08 Mapping Out the Renewal Process
15:09 Creating Operational Agents for Efficiency
18:10 The Future of AI in Customer Engagement
22:09 Optimizing Workflow with AI Agents
24:18 Personalization in Customer Interactions
26:11 The Importance of Real-Time Data
28:00 Exploring Tools for AI Integration
30:04 Categories of Agentic Tools
35:50 Empowering Business Users with Agent Development
39:04 Real-World Applications of AI in Business
Keywords: renewals, customer success, AI, SaaS, customer experience, chief customer officer, renewal process, agentic tools, customer engagement, technology in business, customer retention
1 months ago
Great discussion here, this is a high value use case and one that I am seeing in the market quite frequently. AI Squared has a platform specifically designed for AI integration and to handle the complex connectivity layer, covering all of the critical requirements around governance, security, compliance, etc.. AI pipelines as you mentioned, have many critical checks and balances along the journey from source to destination which is where many tools fail, and where bootstrapping point solutions together fall short. Thought I’d share to add to your list.