In the fast-paced world of B2B tech, AI is playing a crucial role in transforming customer experiences. Stephen Hsu, Chief Product Officer of Calendly and an experienced SaaS executive, highlights the importance of focusing on applications that drive maximum user value rather than just racing to incorporate AI into products. A recent report by Menlo VC suggests that generative AI has not fully lived up to its promise, emphasizing the need for AI to create new workflows and behaviors to enhance productivity.
One key way in which AI can drive successful customer outcomes is by making complementary products work better together. By integrating AI as an engagement layer that sits on top of multiple SaaS applications, companies can create a more unified platform ecosystem. This allows for the seamless flow of data between integrated partners, enabling customers to make more informed decisions faster. By leveraging data from systems of record, AI can provide both qualitative and quantitative insights to enhance user experiences.
AI can also be used to reduce mundane tasks and close the loop between integrated products. By automating tasks like meeting scheduling and generating logical agendas based on user interactions, AI can help expedite processes and improve productivity. Additionally, AI can surface key user insights for leaders and admins, making it easier for decision-makers to prioritize effectively and extract full value from software.
For product-led growth (PLG) SaaS companies, AI can play a critical role in accelerating user adoption and growth. By improving the user onboarding process and providing continuous education, AI can help reduce customer churn and drive upgrades to paid subscriptions. By suggesting relevant features and functionalities based on user behavior, AI can help users gain the most value from applications over time.
Overall, AI has the potential to transform the customer experience by making products more accessible, improving integration ecosystems, and driving deeper innovation. By focusing on applications that deliver the most value for customers, companies can generate the intended ROI from AI while creating better products for their customers and prospects. As B2B tech leaders navigate the rapidly evolving landscape, incorporating AI strategically can help them stay ahead of the curve and deliver exceptional customer experiences.
