The Whizbang Weekly

  • AI Manifesto: Merging Humanity and Technology

    The manifesto on artificial intelligence advocates for a balanced integration of AI into customer success strategies. Emphasizing the importance of human-centered practices, it critiques the AI-first approach and encourages businesses to focus on real customer needs. It highlights that effective AI should enhance rather than replace human interactions, aiming for personalized experiences. The manifesto promotes…

    Campbell Robertson

  • Unlocking Customer Success with Generative AI Strategies

    In 2025, customer success executives can leverage generative AI to transform their strategies, improve interactions, and enhance productivity effectively. By closing insights gaps, revolutionizing playbooks, scaling personalization, and ensuring ethical governance, organizations can anticipate customer needs, reduce churn, and enhance revenue, ultimately integrating AI as an enabler rather than a replacement.

    Campbell Robertson

  • Why Customer Success Management is Essential in a Recession

    In an uncertain economy where customer experience is declining, Customer Success Management (CSM) emerges as vital for retaining and growing customer bases. Organizations prioritizing CSM can transform challenges into growth opportunities. Strategies focus on robust customer health monitoring, efficient resource allocation, and emphasizing value to enhance retention and build resilience during downturns.

    Campbell Robertson

  • The Organizational Paradox: How CSM Reporting Structure Reshapes Mission, Team, and Client Perception

    In today’s SaaS environment, the placement of Customer Success Management (CSM) within an organization is crucial for customer retention and relationship perception. Reporting to a Chief Revenue Officer focuses on revenue outcomes, while reporting to a Chief Operating Officer emphasizes operational efficiency. Direct reporting to the CEO can enhance customer-centricity overall.

    Campbell Robertson

  • Customer Success Strategies: Embracing AI for Growth

    In 2025, Customer Success Management is transforming into a strategic growth driver through AI and emerging technologies. This evolution enhances predictive insights, personalized customer journeys, and efficient onboarding. With the CSM market projected to grow significantly, organizations must integrate AI tools and prioritize collaboration among teams to maximize customer engagement and satisfaction.

    Campbell Robertson

  • Transform Your CSM with Predictive AI Tools

    In the bustling world of business today, have you ever wondered what truly sets the leaders apart from the rest? It’s not just about innovative products or catchy marketing campaigns. It’s about leveraging cutting-edge technology to enhance the customer experience. At the forefront of this technological wave is Generative AI, a powerful tool that’s transforming…

    Campbell Robertson

  • Understanding Agentic RAG for Business Efficiency

    AI adoption is accelerating across enterprises, with many organizations already implementing Retrieval Augmented Generation (RAG) systems to power knowledge-driven applications. But while traditional RAG has proven valuable, its static approach is increasingly insufficient for complex business needs. Enter Agentic RAG – an approach that transforms passive information retrieval into intelligent orchestration. As organizations push toward…

    Campbell Robertson

  • The Future of AI: Quantum Computing’s Impact

    Quantum Computing and AI: A Strategic Imperative for Executives Quantum computing and artificial intelligence (AI) are no longer just buzzwords—they are transformative technologies reshaping industries. Their convergence offers unprecedented opportunities to solve complex problems, from optimizing supply chains to accelerating drug discovery. For technical executives, it is critical to understand the synergy between quantum computing…

    Campbell Robertson

  • Glossary of Emerging Technologies Explained

    Q1 2025 Many of the people and clients I talk with daily are befuddled and confused by emerging technology let alone how to use it in their enterprise. So, in an era of rapid technological advancement, I find that executives must understand key concepts shaping industries and driving innovation. This glossary explains essential terms, highlighting…

    Campbell Robertson

  • Lessons from Old Hollywood: How Regulation Fuels AI Creativity

    ….and stop winging. I am getting sick and tired of AI Vendors moaning and complaining. They cry in their lattes about regulations and compliance inhibiting innovation and competitiveness. We just have to look at how entire industries in the past managed to create and innovate under very strict regulations and laws. In the Zoom calls…

    Campbell Robertson