Forbes Insights Futures In Focus is about tomorrow’s world and how visionaries and leaders are thinking about it, helping us design for it, and guiding us towards it so that we can thrive. Nothing is certain about the future except the need to design differently for it than the world we live in today. Host is Michael Gale, best-selling author of The Digital Helix.
Support services have never truly been the center of attention for companies in complex business to business segments. Historically getting high satisfaction (CSAT) or even sold Net Promoter (NPS) were great measure for how companies resolved challenge or serviced a customer in their moments of need. Our guest today from a forty-year old technology company focused on real time mission critical products might seem like and odd place to look to the future of customer success. However, the future of customer success in complex B to B worlds is going to be radically different by the year 2030 not because of the personal relationships we have but it will come from the intimacy around sharing data and amplifying value with Ai based tools. Real time living customer success is a long way from filled out surveys or three click NPS. Listen to Amit’s key life lessons from his national service in the Israeli military and his experiences with Operation Solomon evacuating 14,000 Ethiopian Jews on just 35 planes.