AI ROI in Customer Success: Everyone's Measuring AI Spend. Too Few Are Measuring Return.
Ziv Peled runs both the AI agenda and the customer relationship at AppsFlyer. He joins Dave Blake on the half of AI ROI almost nobody is measuring yet.
Ziv Peled has one of the rarest job descriptions in B2B SaaS: he's Chief AI Officer and Chief Customer Officer at AppsFlyer — at the same time. At most companies those two mandates sit with different executives who quietly disagree about what AI is for. Ziv owns both.
Which means he's spent the last several years doing what most CS leaders are in the middle of right now: pushing an AI transformation out from his own desk, to his customer success team, to the whole company — and then having to answer for what it produced.
On September 15 he joins Dave Blake, Founder and CEO of ClientSuccess, for a live fireside chat about how he did it.
ROI has two halves. Most of us are only measuring one.
AI investment is everything you put in: tokens consumed, seats rolled out, agents and workflows built, hours spent. AI return is what came back out — a customer who renewed, expanded, or reached value faster, and the revenue or cost effect that followed.
There's no shortage of AI numbers right now. Tokens burned, seats rolled out, agents built, hours saved. That's real progress, and it deserves the airtime — every one of those numbers represents a team that actually moved, and moving is the hard part.
But nearly all of it is the I in ROI. The R is missing from the conversation. What did the spend buy? Which customer renewed, expanded, or got to value faster because of what you built?
What we'll get into
This is a conversation, not a presentation. The through-line is Ziv's own path.
- His own work first. Where he started applying AI to his own job before asking anyone else to change theirs.
- Then his CS team. What he rolled out, what stuck, what quietly failed, and how he could tell the difference.
- Then the company. What it actually takes to become an AI-first organization.
- What he counts. How he separates investment from return in his own reporting, and what he does when the two disagree.
The last ten minutes are live Q&A. Bring the number you're reporting today and put it to Dave and Ziv directly.
Who should attend
Anyone accountable for an AI number: VPs and Directors of Customer Success, Chief Customer Officers, CS Ops leads, and RevOps leaders who own retention reporting.
For background on the team side of this shift, read The AI-Native CSM Is Already on Your Team.
Speakers
Frequently asked questions
Who is Ziv Peled, and why does his dual role matter?
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