AI Driven Digital Customer Success in App Form w/ Dickey Singh of Cast.app | Episode 040

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

Dickey Singh, CEO of Cast joins us this week for a bonus episode in which we discover his fascinating journey from a long line of engineering leadership roles to today, where he's leading the charge of AI in CS.
We discuss at length what he and his team at Cast.app are doing to help revolutionize digital CS and what the future of all of this technology looks like.
Topics covered include:

• Dickey’s long history with AI and his journey from an engineering background into serving customer success today
• He was ‘there’ at the inception of Customer Success
• How Cast.app helps its customers achieve 30x ROI via providing digital CS
• 1:Many vs. 1:1 vs. Many:Many in Digital CS
• Getting persona-specific in your outreach, but don’t go by titles and go by responsibilities, interests and user profiles
• Digital provides efficiency and automation to drive efficiency for CSMs
• Executive personas are likely not going to be in the app and a lot of C-level execs prefer text messages
• SMS is a powerful way to reach certain personas and shouldn’t be as frowned upon as it is
• The tendency for AI to hallucinate and how it needs to be verified by the human
• Current and future state of AI in CS and how adopters stand to gain massive efficiencies. More and more useful AI tools are coming.
• Prompting won’t be as relevant in the future as it currently is

Enjoy! I know I sure did...
Dickey's LinkedIn: https://www.linkedin.com/in/dickey/
Cast: https://cast.app/
Pure Storage ROI with Cast: https://cast.app/purestorage-roi
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The Digital Customer Success Podcast is hosted by Alex Turkovic

Kapitel

1. AI Driven Digital Customer Success in App Form w/ Dickey Singh of Cast.app | Episode 040 (00:00:00)

2. AI in Digital Customer Success (00:00:03)

3. Evolution of Digital Customer Success (00:04:37)

4. Digital Customer Success Management Evolution (00:17:02)

5. Effective Customer Communication Strategies (00:23:31)

6. Future of AI in Customer Success (00:35:26)

7. Exploring Perspectives on AI and Learning (00:44:30)