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EP005: Building Predictive Customer Success with AI w/ Justin Chappell
What does world-class digital customer experience actually look like?
In this episode, Justin Chappell, Head of Digital Strategy at OneTrust, breaks down the evolution of customer success from reactive firefighting to predictive, AI-powered engagement. Whether you're building your first digital CS motion or looking to integrate AI agents into your customer journey, this conversation offers actionable insights.
KEY TAKEAWAYS
The CS Evolution Framework: Why moving from reactive → proactive → predictive requires fundamentally different thinking (and why proactive is closer to reactive than you…
The skinny
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