Sibling Synergy and Machine Learning in CS with Maarten and Michiel Doornenbal of Churned | Episode 046

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

Maarten & Michiel Doornenbal are not only brothers, but also co-founders of Churned! They join me this week for a fantastic conversation about the platform they've built, AI, scorecards and more!
Unfortunately, my audio/video didn't record - so you'll here me narrating the episode - but it's kind of fun to switch formats up here an there.
In the episode, we talk about:

• Their history as brothers and how they work together as co-founders today
• History of Churned and what they do
• Using machine learning models instead of rules-based scorecards to create health scoring and to predict customer churn
• Part of the role of a CSP is to highlight were data cleanliness issues exist
• Verifying your churn risk alerts by back-testing the data against historical churned customers
• Personalization based on user-personas
• AI is not just Gen AI. The future of AI in CS combines predictive, descriptive and generative models to auto generate content to free up time for CSMs.
• What the human involvement will look like with these future AI models

Enjoy! I know I sure did!
Maarten's LinkedIn: https://www.linkedin.com/in/maartendoornenbal/
Michiel's LinkedIn: https://www.linkedin.com/in/michiel-doornenbal-98710067/
Churned: https://churned.io
Resources Mentioned:

• The Big Exit Show Podcast: https://peak.capital/the-big-exit-show-podcast/
• Customer Success Snack Community: https://customersuccesssnack.com/
• Customer Success Connect: https://www.linkedin.com/company/cs-connect/
• Outliers by Malcolm Gladwell: https://amzn.to/3VN2cP7
• Scaling Up Podcast: https://open.spotify.com/show/394xlIBALeAPMEeq1EvJPt

++++++++++++++++++

Today's episode is sponsored by Vitally. If you're in the market for a feature rich, easy-to-implement CSP - go sign up for a demo at vitally.io/digitalcx. If you take a qualified demo with them, you'll receive a free pair of AirPods!

Thank you to our sponsor, Vitally!
Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr!

Support the Show.

+++++++++++++++++
Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.
Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.
Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic

Разделы

1. Sibling Synergy and Machine Learning in CS with Maarten and Michiel Doornenbal of Churned | Episode 046 (00:00:00)

2. AI in Customer Success (00:00:38)

3. The Future of Customer Success Technology (00:06:43)

4. Predictive Customer Churn With Machine Learning (00:13:31)

5. Machine Learning and Customer Success (00:23:27)

6. Future of AI in Customer Success (00:34:06)

7. Digital Customer Success Podcast Sign-Up (00:41:56)