281: Is Human Support Becoming a Luxury? with Ben Rosenberg

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Is human support about to become a luxury only premium customers can afford?

Yanique Grant sits down with Ben Rosenberg, VP of Customer Experience Delivery at ChurnZero, a SaaS leader with two decades of customer experience behind him at companies like Zenefits and Sendoso. Ben gives an honest answer on whether automation is creating a two tier CX model, explains why AI still struggles with complex B2B context, and shares the data that convinced his team course based customer education is dead or dying. Plus, how he uses AI as an Iron Man suit for his team, not a replacement.

In this episode:

• Why a two tier CX model already exists and how automation could widen it
 • Human support as a strategic differentiator, not just a premium perk
 • Where AI still falls short in complex B2B support
 • Three months of data that changed ChurnZero's customer education strategy
 • Designing training for the 90 percent of users who just want to get on with their day
 • Ben's guiding quotes for pushing through pressure

Featured resources:

Book: How I Built This (NPR podcast hosted by Guy Raz): long form interviews with founders and CEOs, Ben's favorite listen for work
ChurnZero (customer success platform for post sale teams)
Claude and Claude Code (AI assistant Ben uses daily for organization and building team automations)
YouTube (where most people now go to learn)
Raspberry Pi (the kit Ben is using to learn home automation and hardware basics)
Heart Over Hardware: Mastering the Human Skills AI Can't Touch. Our CX Human and AI Lab, live on Zoom, Tuesday, October 13, 6:00 to 7:00 PM Eastern. Hands on and interactive, not a lecture. Seats are $30. Register at the link and bring your team.

Connect with the guest:

 LinkedIn: linkedin.com/in/benarosenberg (Ben is most active here and welcomes messages)
Company: churnzero.com
 

Ben is active in several CX networking groups and loves to talk shop on anything discussed in this episode.

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