• Sibling Synergy and Machine Learning in CS with Maarten and Michiel Doornenbal of Churned | Episode 046

  • Apr 2 2024
  • Length: 43 mins
  • Podcast

Sibling Synergy and Machine Learning in CS with Maarten and Michiel Doornenbal of Churned | Episode 046  By  cover art

Sibling Synergy and Machine Learning in CS with Maarten and Michiel Doornenbal of Churned | Episode 046

  • Summary

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    Maarten & Michiel Doornenbal are not only brothers, but also co-founders of Churned! They join me this week for a fantastic conversation about the platform they've built, AI, scorecards and more!

    Unfortunately, my audio/video didn't record - so you'll here me narrating the episode - but it's kind of fun to switch formats up here an there.

    In the episode, we talk about:

    • Their history as brothers and how they work together as co-founders today
    • History of Churned and what they do
    • Using machine learning models instead of rules-based scorecards to create health scoring and to predict customer churn
    • Part of the role of a CSP is to highlight were data cleanliness issues exist
    • Verifying your churn risk alerts by back-testing the data against historical churned customers
    • Personalization based on user-personas
    • AI is not just Gen AI. The future of AI in CS combines predictive, descriptive and generative models to auto generate content to free up time for CSMs.
    • What the human involvement will look like with these future AI models

    Enjoy! I know I sure did!

    Maarten's LinkedIn: https://www.linkedin.com/in/maartendoornenbal/
    Michiel's LinkedIn: https://www.linkedin.com/in/michiel-doornenbal-98710067/
    Churned: https://churned.io

    Resources Mentioned:

    • The Big Exit Show Podcast: https://peak.capital/the-big-exit-show-podcast/
    • Customer Success Snack Community: https://customersuccesssnack.com/
    • Customer Success Connect: https://www.linkedin.com/company/cs-connect/
    • Outliers by Malcolm Gladwell: https://amzn.to/3VN2cP7
    • Scaling Up Podcast: https://open.spotify.com/show/394xlIBALeAPMEeq1EvJPt

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    The Digital Customer Success Podcast is hosted by Alex Turkovic

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