Customer Success Isn’t 80% Automated. It’s 100% Experience.
- Kristin Oelke
- Oct 6
- 3 min read
Updated: 2 days ago
By Kristin Oelke, Managing Director, Growth Services, Brightrose Ventures, and author of Trust: Unlocking B2B Growth in Today’s AI World
Here’s a reality check: your customer doesn’t care if AI handled their ticket. They care if their issue was solved - and how the experience felt along the way.
A 2023 Zendesk CX Report found that 73% of customers expect support to be faster and more personalized than ever before. AI delivers speed. Humans deliver personalization. Without both, the experience falls short.
The myth is that 80% automation equals success. But customer success isn’t measured in percentages - it’s measured in loyalty, renewals, and expansion. If the final 20% of interactions are clunky, slow, or impersonal, it erodes the experience AI worked so hard to streamline.
That’s why Brightrose Ventures built a Per-Ticket Human Support Layer. Our solution ensures the remaining 20% of tickets get solved by trained experts - efficiently, cost-effectively, and with the empathy customers expect.
Because in the end, support isn’t about tickets. It’s about experience.
About Kristin Oelke
Kristin Oelke brings 20 years of experience modernizing and scaling marketing functions across Big Tech, high-growth startups, and global partner ecosystems. She partners with investors, founders, and C-Suite leaders to design and execute strategies that drive measurable revenue impact.
She is also a frequent speaker and the author of TRUST: Unlocking B2B Growth Strategies in Today’s AI World, where she explores how companies build credibility, reduce buyer friction, and scale predictably through transparent execution, public proof points, and trust-driven content.
FAQs
What are the top reasons SMB and mid-market tech companies work with advisory firms?
Companies partner with advisory firms to tap into battle-tested expertise, access fractional support without long-term overhead, and gain faster connections to trusted resources proven to work with early-stage and scaling businesses. Advisory partners also bring fresh perspective, speed to execution, and the ability to build trust with investors through transparent reporting and measurable outcomes.
How are Brightrose Growth Services different from other tech advisory offerings?
Brightrose Growth Services combine proven operator experience with fast, execution-first support built for today’s AI-driven B2B environment. We help companies break through digital noise with content that educates and resonates, build scalable tech foundations, and deliver the proof points and reporting that earn trust with both buyers and investors.
What makes the Brightrose Growth Services fractional model more effective than hiring in-house?
Rather than relying on a single marketing leader, Brightrose Growth Services provide a senior-led team across demand gen, CRM, lifecycle, content, and analytics. We accelerate growth with integrated execution, a more efficient demand engine, transparent reporting, and trust-building content—all at a predictable monthly cost.
How can startups begin leveraging Brightrose Growth Services on a small budget?
Most begin with a Brightrose Assessment to get a clear, prioritized plan and identify immediate quick wins. From there, startups activate a fractional team that scales with the business—gaining early proof points, trusted content, a scalable tech stack, and investor-ready reporting without overinvesting.
FAQs
What are the top reasons SMB and mid-market tech companies work with advisory firms?
Companies partner with advisory firms to tap into battle-tested expertise, access fractional support without long-term overhead, and gain faster connections to trusted resources proven to work with early-stage and scaling businesses. Advisory partners also bring fresh perspective, speed to execution, and the ability to build trust with investors through transparent reporting and measurable outcomes.
How are Brightrose Growth Services different from other tech advisory offerings?
Brightrose Growth Services combine proven operator experience with fast, execution-first support built for today’s AI-driven B2B environment. We help companies break through digital noise with content that educates and resonates, build scalable tech foundations, and deliver the proof points and reporting that earn trust with both buyers and investors.
What makes the Brightrose Growth Services fractional model more effective than hiring in-house?
Rather than relying on a single marketing leader, Brightrose Growth Services provide a senior-led team across demand gen, CRM, lifecycle, content, and analytics. We accelerate growth with integrated execution, a more efficient demand engine, transparent reporting, and trust-building content—all at a predictable monthly cost.
How can startups begin leveraging Brightrose Growth Services on a small budget?
Most begin with a Brightrose Assessment to get a clear, prioritized plan and identify immediate quick wins. From there, startups activate a fractional team that scales with the business—gaining early proof points, trusted content, a scalable tech stack, and investor-ready reporting without overinvesting.
