A comprehensive analysis of how Customer Success teams are leveraging AI to transform their workflows and customer relationships.

🧠 Insights from Amelia Wampler and Formata.io

🎥 See a demo video of Formata here

📋 Survey done in partnership with Women of Customer Success

➡️ Read the full survey responses here

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Table of Contents

1. Executive Summary
2. Survey Demographics & Methodology
3. Current State of AI Adoption
4. Most Popular AI Use Cases
5. Tool Landscape Analysis
6. Implementation Success Stories
7. Common Challenges & Roadblocks
8. Leadership Priorities & Concerns
9. Workflow Optimization Opportunities
10. Success Metrics & Outcomes
11. Implementation Best Practices
12. Future Outlook & Recommendations
13. Measuring ROI & Justifying AI Investment
14. Conclusion
15. Demo </aside>

📖 Executive Summary

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66 Total Responses

Thanks to the community’s engagement we were able to gather important insights from 66 CS professionals, ranging from CSMs to VPs! Thanks for your participation!

*As of August 25, 2025

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This survey of 66 Customer Success professionals reveals a rapidly evolving landscape where AI adoption is accelerating across teams of all sizes. Key findings include:

• 83.3% of respondents are actively exploring, piloting, or have implemented AI solutions
• **Meeting preparation and communication automation** are the top use cases
• Time savings on repetitive tasks is the primary driver for adoption
• Security concerns and lack of engineering support are the biggest implementation barriers