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

The Digital CX Podcast

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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

Capitoli

1. Sibling Synergy and Machine Learning in CS with Maarten and Michiel Doornenbal of Churned | Episode 046 (00:00:00)

2. AI in Customer Success (00:00:25)

3. The Future of Customer Success Technology (00:06:30)

4. Predictive Customer Churn With Machine Learning (00:13:18)

5. Machine Learning and Customer Success (00:23:26)

6. Future of AI in Customer Success (00:34:05)

7. Digital Customer Success Podcast Sign-Up (00:41:55)