The Generative AI Primer for CSMs | Episode 055

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

In this, my second solo episode - I wanted to spend some time trying to demystify Generative AI for CSMs and CS leaders alike. According to statistics, only 25% of CS workers utilize AI in the workplace on a regular basis, which I think is WAY too low - especially considering how stretched thin most CSMs really are.
So - in this episode, we focus on proper prompting, a few tools that exist out there and a plethora of use-cases for you to dig into:
0:00:00 - Introduction
0:03:55 - Topic introduction. Why GenAI for CSMs
0:08:42 - Why prompting is a fundamental skill to have
0:09:36 - Using the RISEN framework for prompting
0:11:31 - Taking care with proprietary and sensitive information when using Gen AI
0:19:58 - Why it’s a bad idea to just copy and send, without proofreading and personalizing
0:23:01 - Utilizing ChatGPTs memory feature to prevent having to copy/paste your prompts
0:23:55 - Teaching ChatGPT on my tone of voice
0:26:19 - Chaining prompts
0:27:55 - Integrating this into your daily workflow
0:30:21 - ChatGPT vs. Perplexity vs. Google
0:32:42 - Perplexity research use cases for CSMs
0:36:30 - The proliferation of new tools
0:37:19 - AgentCopilot & HeyGen create personalized video for your contacts at scale
0:39:45 - Ariglad analyzes support tickets to create and update knowledge base articles
0:40:48 - Malik automates the creation of decks using your data and insights
0:41:55 - Outro
One link discussed in the show is the DCS Tech Stack on the website: https://digitalcustomersuccess.com/tech-stack/
Enjoy!

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The Digital Customer Success Podcast is hosted by Alex Turkovic

Kapitler

1. The Generative AI Primer for CSMs | Episode 055 (00:00:00)

2. Generative AI for Customer Success Managers (00:00:02)

3. Effective Prompts for AI Interaction (00:10:16)

4. Utilizing Risen Framework for ChatGPT (00:21:45)

5. Utilizing Generative AI in Customer Success (00:32:41)