Turning customer data into executive decisions with AI

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Date: August 31, 2026
Time: 4:00pm BST
Location: Online

In today’s fast-moving customer success landscape, AI can help teams move from reactive decision-making to more strategic, data-informed action. This session explores how customer success leaders can use AI to pressure-test ideas, turn customer and business data into clearer decisions, and build practical roadmaps for initiatives such as digital success programs, health scoring, renewals, and customer journeys.

Through a practical demonstration of the CRIT+C framework - Context, Role, Interview, Task and Challenger - discover how AI can act as a strategic thought partner, challenging assumptions, identifying gaps, and helping teams bridge the gap between their current state and ideal future state. The session also highlights how AI can reduce the need for lengthy workshops by allowing individuals to develop and pressure-test ideas before bringing them to wider stakeholder groups.

Key Takeaways:

• Use AI to pressure-test strategic decisions: Learn how a structured AI framework can challenge assumptions, surface risks, and uncover questions you may not have considered.
• Turn data into actionable customer success strategies: Understand how combining customer, product, and business data with AI can help identify opportunities for efficiency, retention, expansion, and better customer outcomes.
• Bridge the gap between where you are and where you want to be: Use AI to define an ideal future state, assess your current reality, and create practical next steps, roadmaps, and business cases to move forward.

Meet the speaker:

Jeremy Donaldson, Senior Director of Customer Success at Lifeloop

Passionate about developing people and creating high-performing CS organisations, Jeremy also runs CS in the Valley, a Customer Success coaching practice. He has previously served as a founding board member of Gain Grow Retain and led CSM and leadership office hours from 2021–2023.

Jeremy brings a highly practical, data-driven approach to Customer Success, with a particular focus on connecting customer outcomes to revenue and using AI to improve decision-making, efficiency, and customer engagement. His teams have achieved 120%+ NRR, 95%+ GRR, significant reductions in at-risk customers, and 99%+ renewal forecast accuracy.