by Josh Schachter - UpdateAI
The Unchurned podcast brings you the stories that will help you forge incredible customer relationships, prevent churn, & build institutional knowledge. The CS & BS series is a part of the Unchurned podcast wherein, with each episode, our hosts - Kristi Faltorusso, Jon Johnson, Josh Schachter, and special guests uncover the secrets of top leaders and innovators of companies so that you can advance your career and the performance of your customer success team. Unchurned, and the CS&BS series, are presented by UpdateAI - https://update.ai/
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🇺🇲
Publishing Since
7/21/2022
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April 16, 2025
<p>#updateai #customersuccess #saas #business</p><p><br /></p><p>Jon, Kristi, and Josh sit down with Mike Haylon, GM of AI at Asana, for a deep dive into AI’s transformative role in business. The episode kicks off with a nostalgic trip down memory lane, revisiting Josh and Mike’s childhood adventures, before pivoting to Asana’s groundbreaking work with AI Studio.</p><p><br /></p><p>Mike unveils how Asana’s no-code workflow builder is revolutionizing task management and reshaping customer interactions. The conversation explores AI integration challenges, redefined success metrics, and Asana’s go-to-market strategy—all delivered with humor and sharp insights.</p><p><br /></p><p>Timestamps</p><p>0:00 – Preview, Memories & Introduction</p><p>6:20 – Mike’s Role at Asana & AI Studio</p><p>15:10 – Use Cases of AI Studio</p><p>18:06 – AI’s Role in Workflows & Human Elevation</p><p>22:16 – Challenges & Future of AI Adoption</p><p>28:05 – How AI Simplifies Execution</p><p>34:30 – Predictions on the Evolution of AI Tools</p><p><br /></p><p>___________________________</p><p>👉 Follow the podcast </p><p>Youtube: <a href="https://www.youtube.com/@updateai9697" target="_blank" rel="ugc noopener noreferrer">https://www.youtube.com/@updateai9697</a></p><p>Apple Podcast: <a href="https://apple.co/3dfWXmD" target="_blank" rel="ugc noopener noreferrer">https://apple.co/3dfWXmD</a></p><p> Spotify: <a href="https://spoti.fi/3KD3Ehl" target="_blank" rel="ugc noopener noreferrer">https://spoti.fi/3KD3Ehl</a></p><p><br /></p><p>👉 Connect with the guest</p><p> Mike Haylon:<a href=" https://www.linkedin.com/in/mhaylon/" target="_blank" rel="ugc noopener noreferrer"> https://www.linkedin.com/in/mhaylon/</a></p><p><br /></p><p>👉 Connect with hosts</p><p>Jon Johnson: <a href="https://www.linkedin.com/in/jonwilliamjohnson/" target="_blank" rel="ugc noopener noreferrer">https://www.linkedin.com/in/jonwilliamjohnson/</a></p><p>Kristi Faltorusso:<a href=" https://www.linkedin.com/in/kristiserrano/" target="_blank" rel="ugc noopener noreferrer"> https://www.linkedin.com/in/kristiserrano/</a></p><p>Josh Schachter: <a href="https://www.linkedin.com/in/jschachter/" target="_blank" rel="ugc noopener noreferrer">https://www.linkedin.com/in/jschachter/</a></p><p><br /></p><p><br /></p><p>👉 <a href="https://update.ai/" target="_blank" rel="ugc noopener noreferrer">Sign up for UpdateAI </a></p><p>👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at <a href="https://blog.update.ai/" target="_blank" rel="ugc noopener noreferrer">https://blog.update.ai/</a></p><p><br /></p><p>________________</p><p>Unchurned is presented by UpdateAI</p><p><br /></p><p>About UpdateAI</p><p>At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.</p>
April 9, 2025
<p>#updateai #customersuccess #saas #business</p><p><br></p><p>Jon Johnson and Josh Schachter sit down with Brett Queener, Managing Director at Bonfire Ventures, to explore the rapidly evolving landscape of software companies in the age of AI. Brett shares his thoughts on the future of SaaS, the importance of speed and innovation, and the critical role of product marketing.</p><p><br></p><p>They dive into founders' challenges and anxieties in today’s "change economy," where software evolves at warp speed, and discuss what it takes to build a defensible business amidst ever-growing competition.</p><p><br></p><p>Join us as Brett provides insights on how startups can thrive by truly solving customer problems and staying ahead in the AI-driven tech landscape.</p><p><br></p><p>Timestamps:</p><p>0:00 – Preview, Intros & BS</p><p>2:22 – Bonfire & Brett’s Blog: Tales from The Bonfire</p><p>6:55 – Predictions & Observations: AI’s Influence on SaaS</p><p>13:07 – Running a Software Company Amid Rapid Change</p><p>16:33 – Applying Jobs-to-be-Done Framework</p><p>17:50 – Innovation Pace vs. Continual Adaptation</p><p>24:45 – Product Innovation, Value, and Market Differentiation</p><p>28:45 – Investor Perspective and Guidance for Startups</p><p>36:38 – Evaluating Startups</p><p>___________________________</p><p>👉 Follow the podcast </p><p>Youtube:<a href=" https://www.youtube.com/@updateai9697" target="_blank" rel="noopener noreferer"> https://www.youtube.com/@updateai9697</a></p><p>Apple Podcast: <a href="https://apple.co/3dfWXmD" target="_blank" rel="noopener noreferer">https://apple.co/3dfWXmD</a></p><p> Spotify: <a href="https://spoti.fi/3KD3Ehl" target="_blank" rel="noopener noreferer">https://spoti.fi/3KD3Ehl</a></p><p><br></p><p>👉 Connect with the guest</p><p> Brett Queener : <a href="https://www.linkedin.com/in/brettqueener/" target="_blank" rel="noopener noreferer">https://www.linkedin.com/in/brettqueener/</a></p><p>Brett's blog : <a href="https://queener.substack.com/p/the-change-economy" target="_blank" rel="noopener noreferer">https://queener.substack.com/p/the-change-economy</a></p><p><br></p><p>👉 Connect with hosts</p><p>Jon Johnson: <a href="https://www.linkedin.com/in/jonwilliamjohnson/" target="_blank" rel="noopener noreferer">https://www.linkedin.com/in/jonwilliamjohnson/</a></p><p>Kristi Faltorusso: <a href="https://www.linkedin.com/in/kristiserrano/" target="_blank" rel="noopener noreferer">https://www.linkedin.com/in/kristiserrano/</a></p><p>Josh Schachter:<a href=" https://www.linkedin.com/in/jschachter/" target="_blank" rel="noopener noreferer"> https://www.linkedin.com/in/jschachter/</a></p><p><br></p><p><br></p><p>👉 <a href="https://update.ai/" target="_blank" rel="noopener noreferer">Sign up for UpdateAI</a> - the only Zoom virtual assistant for customer-facing teams.</p><p>👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at <a href="https://blog.update.ai/" target="_blank" rel="noopener noreferer">https://blog.update.ai/</a></p><p>________________</p><p><br></p><p>Unchurned is presented by UpdateAI</p><p><br></p><p>About UpdateAI</p><p>At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.</p>
April 2, 2025
<p>#updateai #customersuccess #saas #business</p><p><br /></p><p>In this episode of the Unchurned podcast, we are joined by our dynamic duo of experts, James Sanders (AI Implementation Strategist) and Michelle Carter (Customer Success Innovation Lead). From automated call summaries and sentiment analysis to predictive analytics and personalized customer experiences, James and Michelle will guide us through the current trends and future possibilities of AI.</p><p><br /></p><p>They discuss the burgeoning interest in specialized AI tools for customer success and delve into various applications—such as conversation intelligence, chatbots, and predictive health scoring—that are reshaping the industry. By leveraging AI, CSMs can focus on building relationships and delivering value with their new AI copilots.</p><p><br /></p><p>Timestamps</p><p>0:00 - Preview & Intros</p><p>2:17 - AI and Customer Success</p><p>3:11 - Call summaries and follow-up generation</p><p>4:05 - Voice of the Customer (Sentiment Analysis)</p><p>5:11 - Predictive Analytics for Churn and Upsell</p><p>6:03 - Customer Health Scoring</p><p>6:40 - Task Automation and Workflow Orchestration</p><p>7:42 - Chatbots and Self-Service AI</p><p>8:37 - Personalized Content and Recommendations</p><p>10:52 - Sophisticated proactive retention alerts</p><p>12:02 - Embedded copilots for AI assistance </p><p>13:03 - Multichannel customer orchestration</p><p>15:45 - Solution Categories in AI for Customer Success</p><p>19:39 - Glossary of Terms Related to AI</p><p><br /></p><p>___________________________</p><p>👉 Follow the podcast </p><p>Youtube: <a href="https://www.youtube.com/@updateai9697" target="_blank" rel="ugc noopener noreferrer">https://www.youtube.com/@updateai9697</a></p><p>Apple Podcast:<a href=" https://apple.co/3dfWXmD" target="_blank" rel="ugc noopener noreferrer"> https://apple.co/3dfWXmD</a></p><p> Spotify:<a href=" https://spoti.fi/3KD3Ehl" target="_blank" rel="ugc noopener noreferrer"> https://spoti.fi/3KD3Ehl</a></p><p><br /></p><p>👉 Connect with hosts</p><p>Jon Johnson: <a href="https://www.linkedin.com/in/jonwilliamjohnson/" target="_blank" rel="ugc noopener noreferrer">https://www.linkedin.com/in/jonwilliamjohnson/</a></p><p>Kristi Faltorusso: <a href="https://www.linkedin.com/in/kristiserrano/" target="_blank" rel="ugc noopener noreferrer">https://www.linkedin.com/in/kristiserrano/</a></p><p>Josh Schachter: <a href="https://www.linkedin.com/in/jschachter/" target="_blank" rel="ugc noopener noreferrer">https://www.linkedin.com/in/jschachter/</a></p><p><br /></p><p><br /></p><p>👉<a href="https://update.ai/" target="_blank" rel="ugc noopener noreferrer"> Sign up for UpdateAI</a> - the only Zoom virtual assistant for customer-facing teams.</p><p>👉 Be the first to know when a new episode of Unchurned is dropped. Sign up for our newsletter at <a href="https://blog.update.ai/" target="_blank" rel="ugc noopener noreferrer">https://blog.update.ai/</a></p><p>________________</p><p>Keywords: </p><p>How to keep your customers happy, customer success manager, customer support, customer success management, Customer Success Manager role, customer success metrics, AI implementation strategist, Customer success innovation, Generative AI, Customer success roles, </p><p>Software companies, Conversation intelligence tools, Call summaries, Predictive analytics for churn, Customer health scoring, Task automation, </p><p>Risk analytics, Customer feedback, Sentiment AI, Generative AI for content,</p><p>Large language models, Embeddings, Vector search, Fine tuning, Retrieval augmented generation, Proactive retention alerts, Multi-signal AI, Embedded co-pilots, Digital customer success </p><p>______________________</p><p>Unchurned is presented by UpdateAI</p><p><br /></p><p>About UpdateAI</p><p>At UpdateAI our mission is to empower CS teams to build great customer relationships. We work with early & growth-stage B2B SaaS companies to help them scale CS outcomes. Everything we do is devoted to removing the overwhelm of back-to-back customer meetings so that CSMs can focus on the bigger picture: building relationships.</p>
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