Customer Success teams are focusing on mutually establishing value drivers at the outset of the customer journey. By tailoring Success Programs to start with Success Plans and prioritising early value through onboarding, teams are hoping to deliver and demonstrate value and create more sustainable customer relationships.

Despite technological advancements, most CS teams continue to struggle with Customer Intelligence. The investment landscape reflects a strong desire to develop more sophisticated tools and methodologies that provide deeper insights into customer behaviours, needs, and success metrics.

Artificial Intelligence is rapidly becoming a cornerstone of Customer Success strategy. With 51.3% of CS teams already investing or planning investments in AI for 2025, there's a clear recognition of AI’s potential to revolutionise customer engagement. Enterprise and Corporate sectors are leading this charge, while Small and Medium Businesses (SMBs) risk falling behind.