How to Use AI to Rebuild Your Onboarding with Elizabeth Blass, Chief Customer Officer of Karbon

Learn how to use AI to rebuild your customer onboarding: find where implementation time really goes, catch customer frustration early, and automate the handoffs that slow your team down. In this CxXchange SuccessHour, Karbon Chief Customer Officer Elizabeth Blass joins host Jan Young to show how her team built the data foundation first, then layered AI on top, cutting time to value by two weeks while adding three major product components. If you want the slide deck and breakout room notes from this session, head on over to: https://www.thecxxchange.com/resources WHAT YOU'LL LEARN 👉 Break onboarding into minute-level steps to see where the hours actually go. 👉 Surface implementation data with dashboards and midpoint and post-implementation surveys. 👉 Connect onboarding delays to customer sentiment and revenue to make it a company priority. 👉 Automate the sales-to-onboarding handoff so insights reach your team where they already work. 👉 Catch customer frustration early with AI sentiment alerts and upstream escalations. 👉 Decide where automation belongs, where a human stays in the loop, and what to learn from what didn't work. CHAPTERS & TIMESTAMPS 00:00 Intro & Elizabeth's Background 04:06 The Onboarding Problem 07:07 Data & Dashboards 11:06 Work Breakdown Structure 18:55 AI Use Cases 23:02 Handoff Bot 26:15 Negative Sentiment Alert 28:02 Escalation Automation 36:01 Key Takeaways 38:33 Q&A MEET THE GUEST SPEAKER Elizabeth Blass is a Chief Customer Officer at Karbon. In her more than 25 years of experience, Elizabeth held leadership roles at large prestigious organizations such as Verizon and scrappy start-ups such as TrustArc. Elizabeth is also a Growth Coach at Catalyst Coaching Corner. Elizabeth has a deep passion for building customer-centric organizations, accelerating value, and creating customer loyalty and is a master collaborator with unmatched energy. LinkedIn:   / elizabethblass   MEET THE HOSTS Jan Young, Founder and CCO of JanYoungCX, is an award-winning Customer Success leader who has transformed CS leaders into award-winning executive leaders. She has served as VP Client Services for two successfully exited startups. Since 2016, Jan has been pivotal in advising and coaching startup founders and CS leaders to grow post-sales revenue, align go-to-market strategies, and improve customer advocacy. Her holistic approach to Customer Success is rooted in a broad spectrum of roles, including Project Management, Product Ownership, Marketing, Sales, and more. This diverse background empowers Jan to bring a unique, cross-disciplinary perspective to SaaS B2B tech, bridging gaps to drive customer-led growth. LinkedIn:   / jan-young-cx   Learn more about her services: https://www.janyoungcx.com/ TOOLS DISCUSSED Gong, Salesforce, Zapier, Clay, ChatGPT and custom GPTs, Snowflake, Slack, Softr, and Tableau. ABOUT CXXCHANGE (formerly #CSOfficeHours) CxXchange is a place to Xelerate your career and Xchange ideas. We're a community of post-sales leaders, individual contributors, and professionals transitioning into Customer Success. Post-sales includes Customer Success, Customer Support & Services, Onboarding & Implementation, Professional Services, Customer Marketing, Customer Education, and Revenue and CS Operations. CxXchange started in March 2022 as #CSOfficeHours, a weekly virtual meetup for CS leaders, CSMs, and folks transitioning into CS. It has since grown to include a Slack community, a book club, job search cohorts and mock interviews, and CS Leader and CSM Collaboration Groups. Everyone is welcome. Come join us! LEARN MORE AND JOIN US Website: https://www.thecxxchange.com/ Follow CxXchange:   / cxxchange   LinkedIn group:   / 14089431   #CustomerOnboarding #ImplementationManagement #AIAutomation