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Sibling Synergy and Machine Learning in CS with Maarten and Michiel Doornenbal of Churned | Episode 046
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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
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The Digital Customer Success Podcast is hosted by Alex Turkovic
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