Digital & Scaled CS: Why It Matters More Than Ever in the Age of AI with Andrea Pasero

We explore why digital CS is no longer optional, how AI is leveling the playing field for customers of all sizes, and what it actually takes to build a program that scales without losing the human touch.

We discuss

1. Why digital CS and scaled CS are not the same thing, and why that distinction changes how you build your team.
2. Where most companies are still behind and where the biggest untapped opportunity sits.
3. The 5-level maturity model Andrea uses to help teams understand where they are and what to do next.
4. Four trends reshaping post-sales: agentic AI, right-touch delivery, the execution gap, and self-serve community.
5. How AI is making white-glove CS accessible to smaller customers, not just enterprise accounts.
6. What great customer success actually looks like in the years ahead and the biggest risk leaders need to watch for.

If you are leading a CS team, building out a digital program, or trying to make the case for investment in this space, this episode provides the language, framework, and perspective to move forward with confidence.