On this episode, Justin Rose, the President, Lifecycle Solutions, Supply Management, and Customer Success, John Deere, discusses the implementation of AI in customer success. He highlights the challenge of determining when and how to intervene with customers based on AI insights, without being overly prescriptive or intrusive. He emphasizes the importance of customer feedback and engagement in shaping AI solutions. Justin also addresses ethical considerations, such as safety and data security, and emphasizes the need for transparency and trust. He shares resources for AI implementation and innovation, and advises customer experience leaders to be bold and incremental in driving innovation.
Key Takeaways:
- John Deere is investing in new technology to enhance the customer experience in agriculture.
- Making technology accessible to all farmers through a subscription-based pricing model called Solutions as a Service.
- John Deere is building a customer success function that leverages AI to deliver personalized and proactive support.
- Developing agentic AI systems that can triage data, customize communications, and drive interventions for each individual customer.
- The human touch is still important in areas such as initial sales, renewals, and escalations. Determining when and how to intervene with customers based on AI insights is a challenge in customer success.
- Customer feedback and engagement are crucial in shaping AI solutions.
- Ethical considerations, such as safety and data security, must be addressed in AI implementation.
- Transparency and trust are key in building strong customer relationships.
- Being bold and incremental is important in driving innovation in customer experience.
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How can you bring all your disconnected, enterprise data into Salesforce to deliver a 360-degree view of your customer? The answer is Data Cloud. With more than 200 implementations completed globally, the leading Salesforce experts from Professional Services can help you realize value quickly with Data Cloud. To learn more, visit salesforce.com/products/data to learn more.
Mission.org is a media studio producing content alongside world-class clients. Learn more at mission.org.
About the Guest:
“Justin Rose is President, Lifecycle Solutions, Supply Management, and Customer Success.
In this position, which he assumed in October 2022, he is responsible for leading the company’s worldwide aftermarket, customer support, supply management and logistics, precision upgrades and business transformation groups. He also oversees achievement of recurring-revenue and customer-success goals.
Prior to joining Deere, Rose spent 20 years at Boston Consulting Group (BCG), a leading international business-consulting firm, where he was a senior partner and managing director. There he worked with Deere on a series of high-profile projects and was instrumental in the development of the smart-industrial strategy and operating model.
In his most recent assignment, he headed BCG’s North American industrial-goods practice and was a member of the global leadership team. He worked at offices in Austin, Chicago, Bangkok, Tokyo, and Mexico City while at BCG.
A Minnesota native, Rose attended Northwestern University, where he earned bachelor’s degrees in mathematics and economics in addition to an MBA. Among other achievements, he co-authored a book about U.S. manufacturing and was recognized as one of Chicago’s 20 emerging business leaders. Justin serves on the advisory committee of the World Food Program’s Innovation Accelerator, as well as a member of the Board of Directors for the Central Texas Food Bank.”
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How can you bring all your disconnected, enterprise data into Salesforce to deliver a 360-degree view of your customer? The answer is Data Cloud. With more than 200 implementations completed globally, the leading Salesforce experts from Professional Services can help you realize value quickly with Data Cloud. To learn more, visit salesforce.com/products/data to learn more.
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Mission.org is a media studio producing content alongside world-class clients. Learn more at http://www.mission.org.
