What’s around the corner? That’s the question on the tip of every proactive CSM’s tongue. 

How can they best serve their customers’ and businesses’ ever-evolving needs? But this proactivity and forward thinking goes beyond that. CSMs should be considering how customer success might change. After all, customer success is anything but static.

Joining us on the CS School podcast to discuss this topic and more, is Carlos Quezada, VP of Customer Experience Strategy, Automation & Enablement at Hewlett Packard Enterprise.

As someone with a ton of CS experience, it’d be highly remiss to not quiz Carlos on the future of CS, its next stage, if you will. And if your interest has been piqued by this episode, you'll love this: Carlos spoke about this topic in even greater detail at Customer Success Festival San Francisco on September 20, 2023

So, if this podcast episode has got you wondering about what you can do to ensure your customer experience stays fresh, you’ll love Carlos’ session on “The evolution of next-gen customer success.” 

Key points

  • A brief history of the evolution of customer success 
  • The shift in the customer success mindset
  • Customer lifecycles
  • Customer journey mapping 


A little bit about Carlos

Carlos is an immensely experienced executive with over 22 years of experience working in successful startups and global organizations. He’s an expert in leveraging big data and machine learning methodologies to both increase efficiencies and create value-added service opportunities. 

Have something to say?

Do you have a thing or two to say about customer success? Or maybe you want to share your thoughts on the industry, your own career journey, and the tips and tactics that have brought you success. 

Whatever it is, we’re always looking to elevate new stories and tidbits of wisdom on CS School and encourage you to get involved!

A little bit about Vitally

This episode is brought to you by Vitally, the all-in-one customer success platform. Take a qualified demo with the Vitally team, and get a free pair of AirPods.

Vitally maximizes the productivity, visibility, and collaboration of your CS team, helping to increase NRR and streamline operations. With Vitally, your team can focus on the tasks and work that matter while powerful automation takes care of the routine stuff.

See why Vitally is trusted by leading B2B CS teams.