CS100 – Your Customers Don’t Care About AI, Why Should You?

2025 CS100 Summit Speaker – Chris Hood (CEO & Strategic Advisor of CH Digital Ventures)

In this session at the 2025 CS100 Summit, Chris Hood challenges one of the most common assumptions in customer success today: that customers care about AI itself.

Drawing on decades of experience across customer experience, technology, and artificial intelligence, Chris reframes the conversation away from hype and toward what customers actually value — trust, outcomes, speed, and meaningful experiences.

In this session, you’ll learn:

• Why customers don’t care about AI, but deeply care about the outcomes it affects
• The trust, speed, and strategy pillars customers use to judge AI-powered experiences
• Common AI “fact fallacies” that can damage customer relationships
• How to use AI to amplify human judgment instead of replacing it
• Practical guardrails for transparency, accuracy, and trust in customer-facing workflows

Chris also shares real-world examples from companies like Disney, Domino’s, and Experian to illustrate how AI can improve efficiency and accuracy without sacrificing customer trust or brand integrity.

As AI adoption accelerates across SaaS, this session offers a clear, customer-first framework for deciding when AI helps, when it hurts, and how customer success leaders can lead with confidence instead of fear.

‍The CS100 Summit is presented by ClientSuccess, the leading post-sales CRM for B2B SaaS companies. CS100 brings together customer success leaders from across the industry to share real-world frameworks, leadership lessons, and practical strategies for driving retention, expansion, and long-term growth.