Rethinking Customer Success and Community for the AI-Native Org
Community managers and CSMs have always worked the same customer relationships from different angles. The signals that best predict retention and expansion sit across both views, in patterns neither team has historically had the tools or time to see as an aggregated whole.
AI is changing that. Skills, agents, and playbook-driven workflows are reshaping what CS leaders spend their time on, what community teams can run at scale, and how information and action move between the two.
In this on-demand session, Emma Lo, owner of CS in Focus, and Marius Ciortea, Chief Community Officer at Higher Logic, have a fireside conversation on where these roles are headed.
Watch the recording to explore:
- The information overload customer teams face today, and how to cut through it
- How CS and community fit together structurally in an AI-native org, and where the handoffs must evolve
- How AI “skills” and agentic workflows are reshaping day-to-day operations across both functions
- How to see and act on the signals that live between CS and community
Related Resources
The Community Leader's Guide to MCP
Discover what MCP (Model Context Protocol) is, why it’s becoming standard AI infrastructure, and what it means for the way your team works.
Get the Guide
Explore the Higher Logic Vanilla MCP
Connect AI tools like ChatGPT and Claude to Higher Logic Vanilla so they can answer questions, surface insights, and take action using live community data.
Explore Vanilla MCPReady to see how Higher Logic can help you succeed?
Find out why we’re the best community platform on the market.