Josh Schachter, founder of UpdateAI, discussed how AI-driven insights can transform customer success by capturing and acting on key customer signals, helping companies increase revenue and reduce churn. He highlighted UpdateAI’s use of advanced frameworks and Retrieval-Augmented Generation (RAG) to provide structured, actionable insights from customer conversations.

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Customer success (CS) practitioners and vendors keep talking to me about scaled and digital-led customer success. Despite the heavy use of the terms, it is not inconceivable for people to misuse t....