What if your customer success metrics are measuring the wrong thing? Jacquelyn Goldberg believes NPS and strong relationships are not enough. If customers cannot see real business value, even customers who love you may still leave.

Alyssa Nolte and Jacquelyn Goldberg rethink what customer success should look like when budgets are tight, AI is changing how work gets done, and leaders expect clear results. They talk about moving past "do they like us?" and toward a harder question: Are we helping the customer achieve something that matters to their business?

Jacquelyn also shares how Unframe approaches AI transformation by starting small, solving a real problem, and earning user adoption before trying to change an entire company. Alyssa and Jacquelyn explore why critical thinking, experimentation, and t ...