Bridge the Gap: Mapping Current vs. Ideal State Customer Processes
Fixing handoffs before automating them
The panel looks at why adding AI to broken handoffs can deepen silos, and what to put in place first.
What the panel said
Kristine Kukich and Jamie McDermott were joined by Erin Felton, Diana Gabroveanu and Angela Sutton to look at one of the biggest drivers of churn and customer friction: context that gets lost between sales, onboarding, customer success and support. When that happens, customers feel like they are dealing with four separate companies.
The panel's clear message was that AI will not fix this on its own. Diana argued that many AI problems are really strategy and process problems, and that adding tools across departments can widen silos rather than close them. Angela stressed that good data preparation has to come first, and that a true story about a confused customer is the fastest way to win executive support. Erin recommended starting with a small, human-led pilot built on shared KPIs, being open with customers that the team is testing something new, and aligning leadership on one goal such as time to value. Kristine used the Japanese teacup as an image: small fractures across the experience weaken the whole, and repairing them makes it stronger.
Practical starting points included recording and transcribing calls into one shared repository, standard AI summaries that someone actually reviews, and making account history part of every new owner's first week.
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