Slapping an "AI" label on your tech stack won't magically fix your customer success strategy. In this episode, Tim Van Lew joins the studio to expose the "efficiency illusion" and explain why SaaS leaders need strict governance and KPIs before buying into the AI hype. We dive deep into the dangers of "agent washing," the risks of DIY enterprise solutions, and why you desperately need a human orchestrator to map new technology to actual customer outcomes. Tune in to learn how to cut through the buzzwords and ensure your automation isn't just accelerating a poor user experience. Because at the end of the day, efficiency is just a vanity metric if the customer isn't winning.
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