In a world where 95% of generative AI pilots fail before reaching enterprise scale, value leaders are realizing the problem isn’t the technology, it’s the handoff. Brilliant insights are born in disconnected tools, never making it into the customer conversation.
That’s why this month’s Customer Value Community Sandbox struck a chord. Members gathered to explore how ViViEN™ 2.0, Ecosystems’ Virtual Value Engineer, brings AI inside the customer value workflow, turning scattered research and standalone prompts into repeatable, scalable motions that live where value already lives.
Led by Tricia Markey, Chief Community Officer at Ecosystems, and Mark Crawford, Industry GTM Expert, Founder of Ever Agile, and former Global VP of GTM Strategy & Programs at New Relic, the session offered a front-row seat to the future of value engineering, one where practitioners aren’t replaced, but re-enabled by AI.
“My role has evolved. It’s not about replacing the value consultant. It’s about giving them better tools. With ViViEN™, we can spend less time collecting data and more time applying judgment, empathy, and creativity, the things that truly drive customer value.” — Tricia Markey, Chief Community Officer at Ecosystems
The Sandbox didn’t just talk about it. They built it. Participants watched live as Mark turned traditional prompt logic into executable ViViEN™ workflows, showing how sellers can move from first outreach to a quantified business case without ever leaving the Ecosystems platform.
What followed was a hands-on, pragmatic masterclass in how to use ViViEN™ to automate the mundane and elevate the meaningful.
1. Start with Intent, Not Instruction
Great prompts begin with a why.
A good prompt retrieves data; a great prompt drives alignment. In ViViEN™, that alignment is built directly into the workflow, and every prompt you design supports a phase of the customer value journey.
For example, instead of asking:
“Summarize {account.name}’s latest report.”
Practitioners learned to prompt for purpose:
“Summarize how {account.name}’s business performance connects to strategic priorities that align with our value driver: operational efficiency.”
In ViViEN™, that intent isn’t lost in a copy-paste cycle. The AI-generated insight flows directly into a collaborative value document, setting up downstream quantification, value quantification modeling, and, through Eco Web Services, continuous tracking of how that promised efficiency is actually realized once the solution is deployed.
When you design prompts that are rooted in intent, you don’t just make discovery smarter. You make value realization measurable.
2. Context Is the Currency of Effective Prompting
AI thrives on clarity, but it needs context to deliver relevance.
In value conversations, context means knowing the industry, the persona, and the value driver that matter most.
In the Sandbox, members used ViViEN™’s dynamic variables like {account.name}, {industry.name}, and {persona.role} to generate tailored insights, not generic answers.
“For {industry.name}, identify the top three challenges facing {persona.role} and map them to our value driver: improved customer experience.”
Because ViViEN™ is embedded inside the Ecosystems platform, it automatically references your company’s value framework, ensuring every prompt speaks your language of value.
That relevance doesn’t end at the sale. Once a customer begins using your solution, Eco Web Services extends that same contextual understanding to telemetry data. It converts product usage feeds into quantified proof points of value realized, enabling continuous validation against the outcomes uncovered during discovery.
3. Design Prompt Flows That Mirror the Customer Lifecycle
Value realization doesn’t start at renewal. It starts at discovery.
Sandbox participants learned how a sequence of prompts in ViViEN™ can mirror the entire lifecycle of value, from pre-sale exploration to post-sale measurement:
- Corporate Overview Prompts build account and industry context.
- Discovery Prompts link customer objectives to your solution’s value drivers.
- Value Quantified Prompts quantify potential impact using sourced, validated assumptions.
- Expansion Prompts analyze transcripts or usage data to identify new opportunities.
Inside ViViEN™, these prompts live in a governed Prompt Library, creating a shared framework across sales, value, and success teams. This continuity is critical: the assumptions quantified during pre-sale flow seamlessly into Eco Web Services, where they’re matched against real usage metrics to track value delivered.
That’s how customers see an unbroken value chain, from promise to proof, from forecasted value quantified to realized outcomes, all in one connected ecosystem.
4. Use AI to Elevate, Not Replace, Human Expertise
The most powerful AI doesn’t replace judgment. It enhances it.
ViViEN™ automates the heavy research: parsing reports, identifying C-suite priorities, and suggesting relevant value drivers. But practitioners bring the insight and empathy that turn those findings into meaningful conversations.
With routine tasks handled by ViViEN™, value engineers can spend more time co-creating with customers, testing hypotheses, validating outcomes, and capturing the human nuances that numbers alone can’t express.
Those human insights then power the next phase: Eco Web Services takes the quantified outcomes and automates how they’re monitored, shared, and extended through the customer lifecycle. It’s a natural handoff. AI helps you define the story; automation helps you keep it alive.
Together, they free practitioners to do what technology can’t: build relationships that last long after a business case is approved.
5. Build Prompts and Platforms That Customers Can Trust
Value realization depends on credibility. Sellers and customers alike must trust the data behind the story.
That’s why ViViEN™ pairs intelligence with transparency. Every number and recommendation includes citations and sources, giving practitioners full confidence in the AI’s output and allowing customers to verify the details themselves.
And because ViViEN™ never shares customer data, organizations can safely upload transcripts, usage dashboards, and success plans knowing everything stays private within their Ecosystems environment.
This foundation of trust extends through Eco Web Services, which serves as your customers’ Digital Customer Success Manager.
By embedding APIs directly into your product or customer portal, Eco Web Services quantifies realized value in real time, showing customers how your solution drives the outcomes discussed in pre-sale workshops with ViViEN™.
Customers can even simulate the added value of new modules or upgrades, empowering self-guided expansion. That transparency builds confidence not only in the numbers but in the partnership itself.
The Sandbox proved that AI and automation aren’t competitors to human expertise. They’re catalysts for impact.
Ready to start building your own value prompt library?
Explore how ViViEN™ 2.0 brings AI directly into your customer value workflows and sign up for Innovation Labs for the chance to try it out.
