AI SERVICES
AI Strategy, Design, and Advisory Services for CCOs and Post-Sale Leaders
If you were designing how your organization creates and delivers customer value today, knowing what AI makes possible, what would you build?
Where the Work Starts
Most post-sale organizations are already using AI. Very few can show what it changed. Rod works with executive teams to turn that activity into results they can point to in retention, expansion, productivity, cost-to-serve, and customer experience.
Rod meets leaders where they are, whether that means getting clear on strategy, aligning the leadership team around a plan, or working alongside them while they execute.
Where Should You Start?
Three Ways Rod Can Help
The AI Strategy on a Page
Decide where AI should matter most
A focused half-day session with Rod, built for the executive leading the customer or post-sale organization.
Most leaders are working on too many things at once. Rod works directly with you to connect AI opportunities to the business outcomes you own, narrow the focus to what matters most, and leave with a direction your team and your executive peers can understand.
You will leave with:
- The AI Strategy on a Page
- Three to five priority opportunities
- Where to focus your AI investment
- The business outcomes each priority should move, and how you would measure them
- Recommended next steps for your leadership team
The Redesign Blueprint
Decide what to redesign, what to stop, and what to build
A structured engagement with your full post-sale leadership team or your functional team leaders, built around a one to two day executive session.
Knowing where to focus is not the same as knowing what to change. Rod starts with discovery inside your organization, then runs a working session where your leadership team makes the decisions together. You leave with a blueprint your team agreed to, not a set of recommendations from an outsider.
The work covers the parts of the customer journey that matter most to your business: onboarding, implementation, adoption, support, renewals, expansion, and education.
Can be delivered in person or virtually.
The blueprint is a single document your leadership team can read, reference, and act on. It covers:
- What changes – The customer experiences and workflows you are redesigning
- What stops – The work that should no longer exist in its current form
- Where AI fits – What stays human, what AI assists, what AI runs
- What you are investing in – No more than five initiatives, prioritized
- Who owns what – Decisions with names and dates against each one
- How you will know it worked – The measures each initiative should move
You also leave with a leadership team that agreed to it together, which is what determines whether any of it survives the next quarter.
Executive Advisory
Decide where AI should matter most
Ongoing monthly advisory for the executive and leadership team putting their blueprint into practice.
Deciding is the easy part. Most plans die somewhere between the executive session and the end of the next quarter, usually because priorities shift, the sequencing gets muddy, or nobody is holding the team to what they agreed.
Rod works alongside your leadership team through implementation so that does not happen.
What Rod works on with you:
- Turning the blueprint into an implementation plan
- Sequencing the work and deciding what comes first
- Redesigning the customer-facing workflows you committed to changing
- Pressure-testing tradeoffs as they surface
- Setting up measures of customer, business, and operational impact
- Keeping executives and cross-functional partners aligned as things change
- Reviewing progress and adjusting the roadmap
Where Should You Start?
Start Where You Are, Not Where You Think You Should Be
Some leaders need to get clear before they can act. Some are clear but their team is not aligned.
Some are aligned and need help making it happen. Find yourself below.
You know where to focus, but your leadership team is not aligned on what to change.
You can name the outcome you own. What you do not have is agreement across your leaders on what gets redesigned, what stops, and what comes first.
Start with The Redesign Blueprint
You know what needs to change and need help making it happen.
The decisions are made. Now it is a question of sequencing, tradeoffs, and keeping the team moving through the quarter.
Start with Executive Advisory
Not sure which one fits?
That is a good reason to talk.
How it Works
Rethink the Whole Customer Journey, or Start With One Function
Not every organization is ready to tackle everything at once. Some leaders start with the function under the most pressure, prove what redesign looks like there, and expand from what they learn.
Engagements can be built around:
Customer Success
Customer Support
Onboarding
Implementation
Expansion
Education and Enablement
Customer Operations
Renewals
Professional Services
The question is the same either way. What would this look like if you were designing it today, knowing what AI makes possible?
What Makes This Work Different
Customer Value First.
Technology Second.
Most AI conversations begin with tools. Rod begins with the outcome you are accountable for.
That changes the questions your team is answering. Instead of debating which tools to adopt, you are deciding what work should exist at all, and what has to change for customers to notice the difference.
Rod is the author of The Chief Customer Officer Playbook for the AI Era, founder of the AI in Post-Sale Council, and the researcher behind a primary benchmark study on how post-sale organizations are adopting AI. He spent more than 20 years leading customer-facing organizations at companies including Intuit, RingCentral, Marketo, and Gainsight before advising post-sale executives.
HOW ROD HELPs
Outcomes Rod Helps Leaders Improve
Depending on the organization’s priorities, the work may focus on:
Retention and renewal performance
Expansion revenue
Customer experience and satisfaction
Adoption and time to value
Support self-service and call deflection
Cost-to-serve
Team productivity and capacity
Risk identification and executive visibility
Cross-functional alignment
You should be able to point at one of these outcomes and show that your results moved.
HOW ROD HELPs
Frequently Asked Questions
Do we need an AI strategy before working with Rod?
No. The AI Strategy on a Page exists for leaders who need to create that direction. Rod also works with organizations that have a strategy already, but need it connected to customer and business outcomes.
Is this only for Customer Success teams?
No. Rod works across the post-sale organization, including Customer Success, Support, Professional Services, Onboarding, Implementation, Education, Operations, Renewals, and Expansion.
Can Rod work with just one function?
Yes. Many leaders start with the function under the most pressure, prove what redesign looks like there, and expand from what they learn.
Can this be delivered virtually?
Yes. All three engagements can be conducted virtually or in person, depending on your preference and the nature of the work.
Do we have to do all three?
No. Most organizations move through them in order, because each one sets up the next. But you can start wherever you are, and plenty of leaders begin with the Redesign Blueprint or with Executive Advisory.
Is this about selecting AI tools?
Tools come up. They are not the starting point. Rod begins with the outcome you own, the decisions your leadership team needs to make, and how you will measure whether it worked.
What happens after the Redesign Blueprint?
Many leaders continue with Executive Advisory, which gives the executive and leadership team ongoing support while they put the blueprint into practice.
Build The Customer Value Model You Would Design Today
Making the existing work faster is the easy part, and everyone is doing it.
The harder question is what you would build if you started now, knowing what AI makes possible. That is a leadership decision, and it is not one you make alone.
Rod helps leadership teams answer it and then act on it.