The role of AI in evolving customer success

Improving customer experience and service delivery

Unlock the next level of customer success with GenAI in episode 13 of our AI360 podcast. Featuring Aftab Khanna, a senior manager in Deloitte’s Customer Success practice for the technology, media, and telecommunications industry, this episode takes you on a deep dive into groundbreaking AI-driven use cases transforming the way customer success managers (CSMs) operate. Tune in to hear how AI is revolutionizing customer success, elevating service delivery, and reshaping customer interactions in the tech world.

I think number one, data is key—because ultimately any insights that you get, any kind of account view that you’re gathering, the data has to be correct. It has to be reliable.

Aftab Khanna is a leader in Deloitte’s Strategy & Analytics practice where he works with technology companies to advise them on defining an optimal post-sales customer experience including enhancement of existing technology platform and application of AI use cases to customer success, support and services. Aftab works closely with Chief Customer Officers and their teams to define strategies, build operating model and scale technology solutions for the post-sales customer experience.