The Human-AI partnership: Why consistency is the future of customer experience with Tori Jeffcoat
Table of contents
Gainsight’s Director of Product Marketing, Tori Jeffcoat, stops by the Radically Transparent podcast to unpack the future of AI and customer experience. Discover why delivering a consistent, unified experience across every touchpoint is the ultimate goal, and how AI can be a powerful partner in achieving it.
Listen to the podcast
Subscribe on Apple Podcasts, Spotify, Youtube or tune in where you listen to podcasts.
Watch the live recording
Episode summary
What do customers really want? It may not be what you think.
On this episode of Radically Transparent, we sit down with Tori Jeffcoat, Director of Product Marketing at Gainsight. Tori takes the mic to discuss the modern customer experience and the role AI plays in it. In Tori’s words:
The biggest thing that’s top of mind for me is: How do we as a brand, as a business, create and maintain a consistent, authentic message around who we are when so much is changing in SaaS right now, and the constant evolution of AI.
She even argues that in a world where AI and customer experience is rapidly changing, the real key to success is consistency. That’s what customers want.
It doesn’t really matter if you’re interacting with a human or an agent. When the experience is consistent…that really…delivers what customers want.
Tori also explains why the secret to building trust and brand loyalty lies not in the “who” (human or agent), but in the “how,” delivering a unified, high-quality, consistent experience across every single channel.
Diving deep into some of the ways Gainsight leverages purpose-built AI to scale customer success in ways never before possible, Tori shares it’s power to uncover signals and reach customers that human teams can’t by automating routine tasks. This frees up customer success teams to focus on strategic, high-value activities instead of being bogged down by manual processes.
Hot topics
- Why the “brand of the future” will be fully trusted and powered by AI, but built on human-centric principles.
- How to move past the initial “hype cycle” of AI to create content that actually adds value and builds trust.
- The difference between low-value, transactional tasks (perfect for AI) and the high-value, relationship-building work that remains exclusively human.
- The fear of AI replacing roles and why she believes AI agents will serve to extend the reach of teams, not replace them.
This conversation is a must-listen for any B2B marketer looking to leverage AI and customer experience strategically to deliver a consistent experience that customers will love.
Listen to the full episode to learn how to future-proof your customer experience strategy in an AI-first world.
Meet Tori
Tori Jeffcoat leads Product Marketing at Gainsight, where she shapes the narrative around AI, intelligent agents, and Customer Success innovation. Gainsight powers retention for the world’s most customer-centric brands—driving outcomes across the entire customer journey with Atlas AI agents at the core.
A versatile marketing leader, Tori has a track record of high impact and has co-authored Gainsight’s Product-Led Growth micro-certification, contributed to Gainsight’s definitive book on Digital Customer Success, and has been recognized as a Marketing/PR Professional of the Year and a previous Tampa Bay Business Journal 30 Under 30 honoree.
