Lauren Wood

Hello, everyone, and welcome back to Experts of Experience. I'm your host, Lauren Wood. In today's business landscape, customer success isn't just evolving. It's revolutionizing how companies grow and thrive. And there are few people that understand this better than Mary Beth D'Souza.

Hello, everyone, and welcome back to Experts of Experience. I'm your host, Lauren Wood. In today's business landscape, customer success isn't just evolving. It's revolutionizing how companies grow and thrive. And there are few people that understand this better than Mary Beth D'Souza.

Hello, everyone, and welcome back to Experts of Experience. I'm your host, Lauren Wood. In today's business landscape, customer success isn't just evolving. It's revolutionizing how companies grow and thrive. And there are few people that understand this better than Mary Beth D'Souza.

Mary Beth is a principal at Deloitte Consulting, where she leads their customer success organization and talent offering. With her journey from customer success leadership at Salesforce to being a strategic leader at Deloitte, she is pioneering a new approach and showing why customer success is truly the heartbeat of modern business.

Mary Beth is a principal at Deloitte Consulting, where she leads their customer success organization and talent offering. With her journey from customer success leadership at Salesforce to being a strategic leader at Deloitte, she is pioneering a new approach and showing why customer success is truly the heartbeat of modern business.

Mary Beth is a principal at Deloitte Consulting, where she leads their customer success organization and talent offering. With her journey from customer success leadership at Salesforce to being a strategic leader at Deloitte, she is pioneering a new approach and showing why customer success is truly the heartbeat of modern business.

So today we are going to talk about the state of customer success in 2025, how AI is revolutionizing client relationships, and how customer success is no longer just a team, but an approach. Mary Beth, so great to have you on the show. Thanks so much for having me.

So today we are going to talk about the state of customer success in 2025, how AI is revolutionizing client relationships, and how customer success is no longer just a team, but an approach. Mary Beth, so great to have you on the show. Thanks so much for having me.

So today we are going to talk about the state of customer success in 2025, how AI is revolutionizing client relationships, and how customer success is no longer just a team, but an approach. Mary Beth, so great to have you on the show. Thanks so much for having me.

Well, I met you at the Women of Customer Success Summit in New York City last fall, which was a fabulous event for anyone who is interested, any women in customer success. It was great. And you gave this amazing presentation about the future of customer success. So I had to have you on the show. And I'd love to just start off by hearing your take. Broad question.

Well, I met you at the Women of Customer Success Summit in New York City last fall, which was a fabulous event for anyone who is interested, any women in customer success. It was great. And you gave this amazing presentation about the future of customer success. So I had to have you on the show. And I'd love to just start off by hearing your take. Broad question.

Well, I met you at the Women of Customer Success Summit in New York City last fall, which was a fabulous event for anyone who is interested, any women in customer success. It was great. And you gave this amazing presentation about the future of customer success. So I had to have you on the show. And I'd love to just start off by hearing your take. Broad question.

But what trends are really shaping customer success today? If you can tell us, what are the handful of things that you're really seeing in how customer success is shifting and changing today? today.

But what trends are really shaping customer success today? If you can tell us, what are the handful of things that you're really seeing in how customer success is shifting and changing today? today.

But what trends are really shaping customer success today? If you can tell us, what are the handful of things that you're really seeing in how customer success is shifting and changing today? today.

I love it.

I love it.

I love it.

Yeah. I mean, all of those rings so true to me as a customer success leader myself and someone who has just been obsessed in studying how customer success is changing. Because even three years ago when I was in a customer success leadership role before I started my consulting business,

Yeah. I mean, all of those rings so true to me as a customer success leader myself and someone who has just been obsessed in studying how customer success is changing. Because even three years ago when I was in a customer success leadership role before I started my consulting business,