Laureen, CSM at Wikit:
—Putting People at the Heart of AI Projects

What does the deployment of an artificial intelligence project actually look like? Today, we’re taking you behind the scenes at Wikit to meet Laureen, Customer Success Manager (CSM). From her career shaped by customer relations to her pragmatic approach to change management, she shares with us her day-to-day work, the challenges our clients face, and what she believes makes an AI project successful.

From Business to AI: Laureen’s Journey

Can you introduce yourself in a few words and tell us about your background before joining Wikit?

My career has been guided by a common thread: customer relations. Whether in sales, sales coordination, or managing cross-functional projects (such as CRM redesign, quality certification, marketing, and brand image), I have always held positions where understanding needs and providing effective support made all the difference.

It was my curiosity about rapidly evolving fields—and my desire to apply my experience to the challenges of tomorrow—that led me to AI: I completed a work-study program at Wikit. That allowed me to get an inside look at the industry and confirm that I was on the right path. And I’ve been there ever since!

A Day in the Life of a CSM in AI

What does your role as CSM actually entail on a day-to-day basis within the team?

My role is to serve as the link between our clients and the Wikit teams. In practical terms, that means listening to their needs, ensuring that projects are moving in the right direction, anticipating potential issues before they become roadblocks, and, above all, building a genuine, long-term relationship based on trust.

I juggle project management, consulting, teaching about AI, support, and a lot of active listening. Every client has their own unique needs, so no two days are alike!

The Keys to Successfully Deploying an AI Project

What are the main challenges new customers face when deploying AI solutions?

The main challenges clients face are often related to change management: understanding what an AI agent can actually do (and what it cannot do), getting internal teams who will use it on a daily basis on board, and structuring the data that will feed the agent.

There's also the issue of patience:

AI isn't magic; it improves over time through iterations, and that can sometimes be hard to get people to accept in a context where people want quick results.

In your opinion, what makes an AI project for a client a success? How do you support them at the beginning?

For me, a successful project is one in which the client feels like an active participant, not just the recipient of a technical solution.

Right from the start, we work with the client to define the objectives, clarify everyone’s roles, and schedule regular check-ins so we can make quick adjustments if needed. I prefer to move forward in stages that we’ve agreed on together; this helps maintain the client’s trust and avoid unpleasant surprises.

The “Wikit Touch”: Proximity and Agility

When our clients talk about Wikit, what do they appreciate most about the way we work?

Our clients particularly highlight our support, our close relationship with them, and our availability, as well as the agility Wikit demonstrates in supporting them with their projects and precisely meeting their needs.

How do you see customer support and human relationships evolving in the age of artificial intelligence?

The more AI takes center stage, the more human relationships become strategic.

AI can automate tasks, but it cannot replace trust, active listening, or the ability to adapt to a specific client context. In my opinion, it is this human element that will remain at the heart of the CSM role, no matter how tools evolve.

Team Dynamics and Company Culture at Wikit

What do you like most about the Wikit adventure, and what makes you smile in the morning?

I need to be constantly intellectually stimulated to keep from getting bored, and that’s exactly what I find at Wikit: the diversity of projects, the great team dynamic, and the flexibility we have within our organization. We aren’t confined to an overly rigid framework, which allows me to be myself at work and adapt to every situation—and that suits me well.

If you had to describe Wikit's company culture in three words, which ones would you choose?

Friendly, dynamic, and down-to-earth.

Chinese Portrait: Behind the Scenes with Laureen

Outside of work, what are your passions or the little pleasures that brighten your day?

I’ve developed a real appreciation for the simple things in life: hiking, yoga, meals with friends… anything that helps me recharge! But if there’s one thing I make sure to carve out time for in my schedule, it’s spending time with my son.

If you had a CSM superpower to help your clients even better, what would it be?

I think the best “power” for providing good customer support is, above all, the ability to listen and be patient... and you don’t have to be a superhero to have that!

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