workflow-audit-article
Most teams avoid the unglamorous workflow audit, but tracing what people actually do—step by step—before adding AI is the only way to build workflows that survive real‑world exceptions.
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workflow audit
Designing an AI-Assisted Customer Success Operating Model
A case study on designing an AI-assisted Customer Success operating model for a mid-market B2B SaaS company. By consolidating fragmented AI tools into a coherent, human-in-the-loop system, this approach improved response consistency, reduced churn, and embedded governance directly into customer-facing workflows.
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