#263 Emma Lo - Advancing Customer Success and Leveraging AI in Sales

In this weeks’ Scale Your Sales Podcast episode, my guest is Emma Lo Emma is a revenue and customer experience leader with over 13 years in tech and e-commerce, driving $35MM in revenue. She specializes in driving customer success and revenue growth for SaaS startups, boosting customer retention. Currently, she is running Canada’s Customer Success community called CS in Focus. Her expertise aligns with our focus on accelerating sales and achieving outstanding customer outcomes. In today’s episode of Scale Your Sales podcast, we have an insightful conversation with Emma Lo, where she has driven $35 million in revenue. She shares her career journey from cancer research to customer success. In this episode, we explore the evolving landscape of customer success, including the role of AI, digital touchpoints, customer advisory boards, and the importance of aligning customer goals with business strategies. Emma also highlights the pursuit of personalized customer experiences at scale. Welcome to Scale Your Sales Podcast, Emma Lo.   Timestamps: 00:00 Advancing Customer Success and Leveraging AI in Sales 04:24 AI bots are increasingly integrated in SaaS tools. 07:32 Effective data management is crucial in digital CS. 11:44 Lacking detailed attendee insights at major event. 14:50 Customer-focused advisory board ensures joint success. 19:40 Customer involvement crucial for innovation and creation. 20:52 CSM Focus: Canadian nonprofit community supporting customer success. 25:19 Expert knowledge shared on CS advancements and goals.   https://www.linkedin.com/in/emma-lo/ https://www.instagram.com/csinfocus/   Janice B Gordon is the award-winning Customer Growth Expert and Scale Your Sales Framework founder. She is by LinkedIn Sales 15 Innovating Sales Influencers to Follow 2021, the Top 50 Global Thought Leaders and Influencers on Customer Experience Nov 2020 and 150 Women B2B Thought Leaders You Should Follow in 2021. Janice helps companies worldwide to reimagine revenue growth thought customer experience and sales. Book Janice to speak virtually at your next event: https://janicebgordon.com LinkedIn: https://www.linkedin.com/janice-b-gordon/ Twitter: https://twitter.com/JaniceBGordon Scale Your Sales Podcast: https://scaleyoursales.co.uk/podcast More on the blog: https://scaleyoursales.co.uk/blog Instagram: https://www.instagram.com/janicebgordon Facebook: https://www.facebook.com/ScaleYourSales And more! Visit our podcast website https://scaleyoursales.co.uk/podcast/ to watch or listen.