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Welcome to the latest edition of our weekly newsletter. This week we talk about:
AI is in demand for CS teams
Data Silos make things difficult
A successful AI project needs a good foundation
Let’s get into it…
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AI is the Hot Topic in CS
When we speak with CSMs, there is an overriding desire to utilise AI more extensively in their roles to help drive efficiency and scale. Whilst CS leaders are looking at AI to keep headcount lean and increase Revenue per Head. And they are entirely correct to do so. Many CFOs are asking to "do more with less", and CS teams are having to work even harder to prove their worth. Yet those conversations quickly turn to the topic of data.
Data is Often Spread About
To run a successful AI project, you need good data. The vast majority of SaaS companies have multiple platforms collecting valuable data. Ticket systems have support queries, CRM has all the commercial details, email contains numerous customer conversations, and analytics packages provide information on user behaviour. Already, there's a challenge of having these data sets in multiple silos, where they cannot be analysed together. It's also likely that there will be issues with data quality, access and availability.
Indeed, with our previous work of helping to deploy AI projects at leading enterprise brands, the data challenge is something we immediately recognise. All the best ideas often get scuppered straight away because a particular user doesn't have access to a specific dataset or a key data point is so inaccurate that it just cannot be used.
Data is often in disparate silos
The Data Layer is your Foundation
While the fun and exciting part of using AI might be utilising the latest tools or even applying Machine Learning to build your own models, it's the fundamentals that you need to focus on. Without access to the correct data, your ambitions of using AI will fall flat.
Most CS teams will need help with defining a proper data strategy. No doubt IT should be involved, as well as the owners of those data silos. As with almost any project, internal collaboration is key to its success.
And what about you, reader? Have you started to implement AI in your CS department? Do you have access to all the data that you would like, or have you stumbled at the first hurdle?
Let us know.
And that’s it for this edition. See you again next week!
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