CSM Call Coaching & Scoring Using AI Agents

CSM Call Coaching & Scoring Using AI Agents
Led by Anthony DeShazor and Jan Young
October 14 2025

Join us in this informative CxXchange Success Hour session where Anthony DeShazor and Jan Young dive into CSM call coaching and scoring using AI agents. Learn how AI can enhance call analysis by automating scorekeeping and providing valuable coaching insights. Discover the step-by-step process to create a custom GPT and automate call scoring, including defining call quality, training the LLM, and operationalizing the results.

If you want the slide deck and breakout room notes from this session, head on over to: https://www.thecxxchange.com/events-r...

About Our Guests

​Anthony DeShazor is the Founder and Chief Architect of Protia Revenue Systems, where he helps companies engineer customer-revenue systems that scale and sustain growth. He’s a three-time Chief Customer Officer with more than 25 years leading GTM, Customer Success, and Support teams in SaaS and data-infrastructure companies. Anthony’s experience spans startups and global enterprises, where he’s helped organizations boost retention, drive expansion, and build systems that make revenue growth predictable.

Follow Anthony on LinkedIn:   / adeshazor  

Jan Young, Founder and CCO of JanYoungCX, is an award-winning Customer Success leader who has transformed CS leaders into award-winning executive leaders. She has served as VP Client Services for two successfully exited startups. Since 2016, Jan has been pivotal in advising and coaching startup founders and CS leaders to grow post-sales revenue, align go-to-market strategies, and improve customer advocacy. Her holistic approach to Customer Success is rooted in a broad spectrum of roles, including Project Management, Product Ownership, Marketing, Sales, and more. This diverse background empowers Jan to bring a unique, cross-disciplinary perspective to SaaS B2B tech, bridging gaps to drive customer-led growth.

Follow Jan on LinkedIn:   / jan-young-cx  
Learn more about her services: JanYoungCX.com

About CxXchange (formerly #CSOfficeHours)

CxXchange is a place to Xelerate your career and Xchange ideas. We're a community of post-sales leaders, individual contributors, and professionals transitioning into Customer Success.

Post-sales includes Customer Success, Customer Support & Services, Onboarding & Implementation, Professional Services, Customer Marketing, Customer Education, and Revenue and CS Operations.

CxXchange started in March 2022 as #CSOfficeHours, a weekly virtual meetup for CS leaders, CSMs, and folks transitioning into CS. It has since grown to include a slack community, a book club, job search cohorts and mock interviews, and CS Leader and CSM Collaboration Groups.

Everyone is welcome. Come join us!

About SuccessHour

SuccessHour is one of the programs of the CxXchange community and the genesis of how it all began. It serves as a weekly gathering of CS leaders, CSMs and professionals transitioning to CS who are committed to lifelong learning. In the session and in the community, they exchange ideas and accelerate their careers. Success Hour has become a community to join for networking, connecting with CS thought leaders, exchange ideas, and learn.

Learn more and join us at CxXchange!

Our website has everything you need including links to our 24-7 slack community, YouTube page, and all our resources: https://www.thecxxchange.com/
Follow us on LinkedIn:   / cxxchange  
Join our LinkedIn group to share your thought leadership:   / 14089431  


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