279: Where AI Ends and Humans Begin: Building Customer Success on Clean Data with Rebecca Stone

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Where should AI stop and a human step in? Rebecca Stone has spent 20 plus years finding the line.

Rebecca Stone, Chief Customer and Marketing Officer at Plume, joins Yanique Grant to unpack why clean, centralized data is the real foundation of customer experience, and where AI should augment the journey versus where a human relationship has to show up. From the name problem that makes one customer look like four, to using AI to carry context across every support tier, to building high performing teams, Rebecca shares practical moves any leader can use.

In this episode:

- The first move to make when your customer data is messy
 - Where AI ends and human connection has to begin
 - Using AI to carry customer context across every support tier
 - The tools Rebecca can't live without: Claude, Gong, Salesforce, Marketo
 - Building high performing teams with The Five Dysfunctions of a Team
 - The Colin Powell quote that keeps her on track

Featured resources:

Book: Made to Stick by Chip Heath and Dan Heath
Book: The Five Dysfunctions of a Team by Patrick Lencioni
Claude (AI for building presentations and freeing up time)
Gong (conversation intelligence and customer context)
Salesforce (CRM and customer data)
Marketo (marketing automation)

Connect with the guest:

LinkedIn: Rebecca Stone, connect and send her a message
Company: Plume

Follow the show: X @NavigatingCX and join our private Facebook group, Navigating the Customer Experience Community. Hosted by Yanique Grant.