According to Gainsight’s Customer Success Index Report, 52% of CS teams leverage AI, transitioning from experimental use to essential integration. These AI tools improve early warning systems, streamline processes, and deliver deeper customer insights, helping businesses anticipate and mitigate churn more effectively.
The report highlights AI’s growing importance and ROI in CS, with 91% of companies acknowledging its moderate to significant impact on their strategies.
“Organizations across industries increasingly recognize CS as central to the customer lifecycle, driving collaboration across departments. This has made CS indispensable for recurring revenue models and extended its influence beyond traditional B2B enterprise tech boundaries,” said Brent Krempges, chief customer officer at Gainsight.
The report shows how AI reshapes Customer Success by automating repetitive tasks such as data entry and churn detection. This automation frees up more than 10 hours per week for CS teams, allowing them to focus on proactive customer engagement.
Using AI-driven insights, teams can forecast churn months in advance, enabling tailored, scalable interventions that improve customer retention and satisfaction.
Gainsight’s report also captured healthcare, manufacturing, and retail data. The findings show that while 95% of B2B tech companies have dedicated CS functions, 62% of companies in other sectors increasingly embrace CS practices to serve customers better and drive positive outcomes.
The rise of Digital Customer Success, which has grown 15% annually, is fuelled by AI and automation. The use of tools like online communities and self-service portals has surged, with adoption rising from 42% in 2023 to 73% in 2024. Europe, in particular, has seen this trend accelerate, with over a twofold increase in digital CS adoption compared to the previous year.