This week on CS Build, Rupal Nishar is joined by Jeff Justice Williams, the Senior Executive of Customer Success at Box, an enterprise-focused cloud content management software. Rupal and Jeff discuss the current state of customer success (CS 2.0) and contemplate what the future of customer success looks like (CS 3.0). They also consider the impact of AI on CS and customer experience, and the merits and challenges of setting up global CS teams.

To kick the podcast off, Rupal Nishar is joined by Laura Lakhwara, CS Executive at UiPath. In this first episode, Laura discusses the fundamentals of establishing a CS organization: from team structures, KPIs and pre-requisites.

This week, Rupal Nishar is joined by Shari Srebnick is the Head of Customer Success in the U.S. at Searchmetrics, a global SEO and content marketing software company. Shari discusses the best practices for customer onboarding, and considers how implementation and customer lifetime value (CLTV) all start with onboarding.

This week, Rupal Nishar is joined by Ronnie Gaun, the Enterprise Customer Success Manager at Zoom. Ronnie discusses the all-encompassing topic of customer segmentation – and how to properly utilize it.