At Gainsight’s recent Pulse conference, Natasha Narayan, CEO and Co-Founder of IcebergIQ, and Ruben Rabago, Founder and Chief Advisor at Customer Revelations, took the stage to discuss a topic that is increasingly relevant for customer success, product, and revenue leaders: What AI Can’t Tell You About Customer Decisions and Churn.

AI is changing the operational core of Customer Success, says Daphne Costa Lopez, Global Director of Customer Success at Hubspot. As a result, the role of the CSM is moving up the value chain.

With over thousands of customers and growing board scrutiny on recent customer losses, this SaaS Fin-Tech company required answers to critical questions.