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 Podcast02:58 The Role of AI in Customer Success05:58 Building a Renewal Function with AI08:49 Identifying Key Information for Renewals12:08 Mapping Out the Renewal Process15:09 Creating Operational Agents for Efficiency18:10 The Future of AI in Customer Engagement22:09 Optimizing Workflow with AI Agents24:18 Personalization in Customer Interactions26:11 The Importance of Real-Time Data28:00 Exploring Tools for AI Integration30:04 Categories of Agentic Tools35:50 Empowering Business Users with Agent Development39:04 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