AI is reshaping Customer Success—but are we using it the right way?

In this episode, I sit down with Jamie Davidson, CEO and co-founder of Vitally, to dive deep into how AI is being thoughtfully integrated into customer success workflows. Jamie shares the origin story behind Vitally, why his team waited to invest in AI, and the critical balance between automation and human touch.

Sponsored by Vitally: Book a demo and receive free AirPods Pro! → https://www.vitally.io/demo-airpods

We explore:

- Why not every company should rush to adopt AI

- The real AI skill every CSM should master (hint: it’s not just prompting!)

- The dangers of misusing AI in high-touch relationships

- The future role of CSMs in an AI-driven world. Whether you're new to CS or leading a team, this episode will help you think more strategically about AI and its role in your work.

Want to explore Vitally and get a free pair of AirPods Pro after a qualified demo?

Click here: vitally.io/cstalks

Connect with Us:

Jamie Davidson - https://www.linkedin.com/in/davidsonjamie/

Bayron Toruno - https://www.linkedin.com/in/bayron-toru%C3%B1o-solano-3a9408113/

Follow us on:

Instagram - https://www.instagram.com/cstalkspodcast/

Tik-Tok @customer.success6Explore

Our Podcast Website - https://cstalkspodcast.com/

We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below.

Spotify - https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEsi=zshhJqR9RDevDal5GluZ0Q

YouTube - https://www.youtube.com/channel/UC11VRvlLrv3r46TaUr0zFlA