Integrating AI in Customer Programs for Adoption and Retention

Holly Reynolds · 2025-08-01 23:51:17.140186+00

Hi everyone, I'm curious if anyone has explored integrating AI into customer programs, particularly those focused on adoption and retention. I'd love to hear about any experiences or insights.

Integrating AI in Customer Programs for Adoption and Retention | CMAweekly Customer Marketing and Advocacy Slack

6 comments

· Sorted by Oldest

Ryan Gutierrez, Community Agility Specialist
·
·
I have been seeing success with a few Ai tools. One for risk alerts and journey orchestration and another for cross-stage analysis covering multiple touchpoints across the customer journey to identify bottlenecks and key influencers. It is far too early for my advocacy, but I really like to speed up understanding when I take on new clients as a customer community builder. I love Ai for spotting trends and clusters!
Charlotte Kennett
·
·
We mainly used it to analyse:
1.
Survey contents (open text) to help create clusters/themes as it was more accurate than your regular tagging
2.
Identifying potential use-cases, reference candidates, etc. from call recordings. We did a PoC with our CS team of a call recording technology.
So mainly back-end use-cases to help with processes, and spend time on things we wouldn't have otherwise!
Holly Reynolds
·
·
Thank you Ryan Gutierrez, Community Agility Specialist and Charlotte Kennett this is helpful. Any chance you could share the tools you are using?
Becky Scott
·
·
Gong’s summaries of recordings and transcripts have come a long way. It pulls out a lot of useful info. In addition, you could feed that into another tool & ask it to identify those particular things, especially if you pull several calls from the same customer. I’ve used AI to take several calls with multiple folks & asked it to summarize into themes and pull out action items. All of the calls were around a similar topic, so it saved me the time of combing through my notes. I just copied those in & told it what I needed.
❤️1
Ryan Gutierrez, Community Agility Specialist
·
·
Totango has been a fun test
❤️1
Rachel Bonistalli
·
·
From working on a manual effort for this back in early 2023, I can share that where to start on product adoption was best determined aligning on particular stage of the customer journey that was critical. That was through CS partnership. Together, it was determined that the first use case needed to be onboarding that was rapid, seamless, as well as delighted and celebrated with the customer. CS and Customer Marketing have a vested interest in making sure that this experience is positive and has personalized elements and/or rewards/celebrations (Customer Marketing elements) as well as can be scaled to those accounts that will be digital touch only (Customer Success). If this goes well, license uptake happens quickly. If I were doing this today, I'd use AI to find the next sticking point or what product use case unlocks a value lever which will propel the customer into possible upsell/cross sell. Some of these hurdles can be researched by doing data pulls and putting that into a ChatGPT (if company permits that) to find patterns and/or using other platforms that have AI to help. I've been researching this for next steps for innovating from that previous experience.
❤️1

Ryan Gutierrez, Community Agility Specialist
·
·
I have been seeing success with a few Ai tools. One for risk alerts and journey orchestration and another for cross-stage analysis covering multiple touchpoints across the customer journey to identify bottlenecks and key influencers. It is far too early for my advocacy, but I really like to speed up understanding when I take on new clients as a customer community builder. I love Ai for spotting trends and clusters!
Charlotte Kennett
·
·
We mainly used it to analyse:
1.
Survey contents (open text) to help create clusters/themes as it was more accurate than your regular tagging
2.
Identifying potential use-cases, reference candidates, etc. from call recordings. We did a PoC with our CS team of a call recording technology.
So mainly back-end use-cases to help with processes, and spend time on things we wouldn't have otherwise!
Holly Reynolds
·
·
Thank you Ryan Gutierrez, Community Agility Specialist and Charlotte Kennett this is helpful. Any chance you could share the tools you are using?
Becky Scott
·
·
Gong’s summaries of recordings and transcripts have come a long way. It pulls out a lot of useful info. In addition, you could feed that into another tool & ask it to identify those particular things, especially if you pull several calls from the same customer. I’ve used AI to take several calls with multiple folks & asked it to summarize into themes and pull out action items. All of the calls were around a similar topic, so it saved me the time of combing through my notes. I just copied those in & told it what I needed.
❤️1
Ryan Gutierrez, Community Agility Specialist
·
·
Totango has been a fun test
❤️1
Rachel Bonistalli
·
·
From working on a manual effort for this back in early 2023, I can share that where to start on product adoption was best determined aligning on particular stage of the customer journey that was critical. That was through CS partnership. Together, it was determined that the first use case needed to be onboarding that was rapid, seamless, as well as delighted and celebrated with the customer. CS and Customer Marketing have a vested interest in making sure that this experience is positive and has personalized elements and/or rewards/celebrations (Customer Marketing elements) as well as can be scaled to those accounts that will be digital touch only (Customer Success). If this goes well, license uptake happens quickly. If I were doing this today, I'd use AI to find the next sticking point or what product use case unlocks a value lever which will propel the customer into possible upsell/cross sell. Some of these hurdles can be researched by doing data pulls and putting that into a ChatGPT (if company permits that) to find patterns and/or using other platforms that have AI to help. I've been researching this for next steps for innovating from that previous experience.
❤️1