Future of Customer Success

Q1. Could you start by giving us a brief overview of your professional background, particularly focusing on your expertise in the industry?

With over 13 years of experience in business development and customer success, I specialize in helping organizations achieve growth by merging traditional consulting frameworks with modern AI-driven strategies.

At Karma Niyati, I’ve led strategic transformation initiatives—most notably for Aditya Birla Chemicals—enhancing new business acquisition, key account retention, and operational efficiency.

My core strength lies in building ‘phygital’ platforms and leveraging data analytics to create measurable, agile, and customer-centric strategies. I thrive at the intersection of market insight, technology, and execution, consistently delivering value across rapidly evolving industries.

Q2. How are AI models being used to predict churn, identify upsell opportunities, and personalize customer journeys at scale? Which companies are leading the development of AI-powered customer success solutions?

AI is becoming a crucial component of customer success initiatives, allowing companies to predict consumer behaviour, customise interactions, and spur expansion.

Churn Prediction:Artificial Intelligence (AI) algorithms examine use trends, mood, and consumer interactions to spot early indicators of discontent. Businesses may resolve problems before they lead to employee turnover by using this proactive approach.

Zendesk's AI-powered solutions, for example, assist…