The new year is a time for reflection as well as outlook, and for SaaS leaders, it’s no different. For this installment of our From the Experts series, we asked industry experts about their expectations and predictions for the year ahead. Chad Horenfeldt, Jason Whitehead, Evan Klein, and Irit Eizips all weighed in on what they believe is to come.

All four individuals were asked the same question: Where do you see leading SaaS companies investing customer success resources in the coming year?

From the responses, three key trends emerged. Let’s dive into what’s driving each change the experts expect.