AI is no longer optional for customer success teams

In January 2025, Gainsight released a report from San Francisco regarding the transformation of customer success strategies through artificial intelligence. The research indicated a significant shift in AI adoption from experimental phases to essential incorporation within customer success teams. Notably, over half of these teams, specifically 52%, report utilizing AI to enhance their operational workflows. The report further emphasized that AI helps automate key processes and strengthens early warning systems, enabling companies to gain deeper insights into customer behavior. The Customer Success Index Report highlighted substantial returns on investment from AI integration. An impressive 91% of executives noted that AI could significantly impact their overall customer success strategies. In partnership with Benchmarkit, Gainsight surveyed more than 250 companies across diverse industries to assess the current landscape of customer success practices. This year's findings included data from sectors beyond the traditional B2B tech environment, revealing a broad adoption of customer success principles in industries such as healthcare, manufacturing, and retail. Notably, the report shed light on the digital evolution within customer success, particularly with European companies demonstrating a twofold increase in digital strategies compared to the previous year. The automation of time-consuming tasks, such as data entry and churn detection, is saving customer success teams over ten hours per week. These efficiencies not only enhance productivity but also allow teams to engage with customers proactively, predicting churn months in advance and fostering scalable relationships with clients. By utilizing solutions like Staircase AI, organizations can significantly scale operations while focusing on vital customer interactions. The insights derived from the Customer Success Index 2024 are invaluable for CS professionals and organizational leaders seeking to strengthen their strategies. As the research was conducted between July and September 2024, the collaborative effort underscores the changing dynamics in customer service, where AI plays an instrumental role in redefining roles and responsibilities across various departments. The immense pressure to meet evolving customer expectations has encouraged businesses to embrace technology, leading to more personalized digital programs that contribute to overall success and customer satisfaction.