On this episode, Justin Rose, the President, Lifecycle Solutions, Supply Management, and Customer Success at John Deere, discusses the implementation of AI in customer success. He highlights the challenge of determining when and how to intervene with customers based on AI insights, without being overly prescriptive or intrusive. He emphasizes the importance of customer feedback and engagement in shaping AI solutions. Justin also addresses ethical considerations, such as safety and data security, and emphasizes the need for transparency and trust. He shares resources for AI implementation and innovation, and advises customer experience leaders to be bold and incremental in driving innovation.