Kristi Faltorusso

I was onsite with a customer this week, mapping out her onboarding process, when something dawned on me. We keep fixing the process. Nobody's fixing why they don't want to finish it. That one sentence reframed the entire session. We were walking through her company's full customer experience, looking for the places where new customers hit the most friction. And no, it wasn't a surprise where we landed. It was Onboarding and Implementation. It almost always is. So we did what most CS leaders...

79% Say They've Adopted AI Agents. Only 11% Actually Run Them. Everyone's feed is an AI agent success story right now. Flawless demos, hockey stick slides, CS leaders "already deploying agentic AI across the journey." Here's the problem: 79% of enterprises claim adoption. Only 11% actually run it in production. That's not a rounding error. That's most of the industry slapping "agentic" on a chatbot with a new coat of paint. I sat down with Tim Van Lew from Planhat for the first session in...

I don't usually ask for favors in this space. Today I'm making an exception. I've been nominated for the Atonom 2026 Thought Leader Award, recognizing ideas, research, and perspective shaping the future of customer experience. I built this platform on one belief: Customer Success only earns its seat at the table when it can prove its value in the language the business actually speaks. Every framework, every hard truth, every "here's what nobody tells you" post has been in service of that. If...