Quick Summary: ChurnZero’s Q1 2025 release introduced major enhancements including Engagement AI for smarter relationship insights, a Synthesia integration for scalable AI-generated video content, and new collaborative features in Success Plans. These updates help CS teams deepen customer relationships, increase engagement, and drive expansion more efficiently.
2025’s first quarter was filled with exciting product updates and announcements for the ChurnZero team.
1. Engagement AI
Details: Do you have a multi-faceted understanding of your customers’ health? While we know there’s a treasure trove of insight buried in emails, meetings, and other touchpoints, no one has time to synthesize it all. ChurnZero’s Engagement AI aims to do just that: it analyzes customer interactions and provides a comprehensive relationship score for insights into every customer relationship.
This nuanced intelligence is paired with your ChurnZero health scores, product usage, and other empirical data to help you uncover risks, seize opportunities, and deepen those relationships. It’s all baked into ChurnZero’s automation and reporting functionality, which means more impact on customer engagement, loyalty, renewals, and expansions.
Benefits
- Sentiment analysis tracks engagement patterns over time to recognize shifts in customer interests and connect sentiment declines to recent events or product changes, allowing the CS team to address issues before they escalate.
- Relationship scores provide at-a-glance relationship health as it stands today (not just from old surveys or a meeting months ago).
- Relationship maps for individual contacts in each account enable hyper-personalized service based on what matters most to each of them, and also help generate more. personalized customer journeys based on shifts or milestones in the data.
- Discussion topics and topic tracking uncover themes, as well as emerging customer priorities and challenges, to anticipate issues and take advantage of growth opportunities.
Here’s a video overview of Engagement AI from ChurnZero’s director of product management, Emilee Zoskey.
2. Synthesia integration
Details: Here’s an AI-first for customer teams: educational, engaging, and inspiring video content without any camera work, video equipment, lighting, scheduling, or production skills required.
ChurnZero has integrated with Synthesia, the leading video platform for business, to redefine customer interactions and engagements. With this integration, ChurnZero users can seamlessly embed AI-generated video content into their workflows.
Synthesia provides lifelike AI avatars based on real team members, so you can create a compelling video in minutes, whether it’s onboarding resources, product walkthroughs and tutorials, feature announcements, executive communications, or renewal and expansion engagements. This scalable, effective AI can help you achieve more with less and increase customer engagement, retention, and revenue.
Benefits
- AI-powered video interactions that combine Synthesia’s cutting-edge technology and ChurnZero’s intelligent targeting capabilities.
- Boost response rates and knowledge retention through captivating video communications with lifelike avatars.
- Scale production and efficiency with Synthesia’s intuitive, text-based editor and templates (no video production expertise needed).
- Capture personalization at scale by integrating ChurnZero’s automation, segmentation, and customer insights.
- Accelerate customer value and product adoption (driving retention, expansion, and revenue) via an attention-grabbing format.
Here’s a video overview presented by a Synthesia avatar of ChurnZero CCO and CPO, Abby Hammer.
3. Collaborate on Success Plans
Details: ChurnZero’s Success Plans just got a whole lot more interactive. Collaborate on Success Plans means your customers have a more active role in your plans for continued success. New individual access levels give your customers editing options for Plan summaries, goals, and tasks/achievements. You can easily determine collaborative access and sharing options in the Shared settings, and even invite and add collaborators not on the ChurnZero platform for more transparent access across goals.
Benefits
- Customer collaborators can edit summaries, task/achievement statuses, assignments, and dates, goal summaries and dates, and comments in any Success Plan.
- Manage collaborators, change access levels, send invites and more, all in a consolidated Share settings section of Success Plans.
- Easily track changes and comments from external collaborators with the Last Modified date feature.
- Share goals with flexible access settings (e.g. choose to share a plan summary but not a goal, or share certain goals over others).
Want to keep up with the latest news and launches from ChurnZero? Visit our online newsroom or sign up for the Fighting Churn Newsletter here.
