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Data Hygiene for Great Customer Experiences with Irwin Hipsman of Repetitos | Episode 086

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Manage episode 459786864 series 3479744
Innhold levert av Alex Turkovic. Alt podcastinnhold, inkludert episoder, grafikk og podcastbeskrivelser, lastes opp og leveres direkte av Alex Turkovic eller deres podcastplattformpartner. Hvis du tror at noen bruker det opphavsrettsbeskyttede verket ditt uten din tillatelse, kan du følge prosessen skissert her https://no.player.fm/legal.

To participate in Irwin's research project, go to https://repetitos.com/research. The first 20 respondents will get a free one-hour session with Irwin!
Irwin Hipsman, Founder at Repetitos, chats with Alex about the importance of data hygiene and how tracking customer movement impacts digital customer success initiatives. The two discuss the challenges of maintaining accurate account health scores, managing segmentation errors, and fostering alignment across teams to optimize customer experiences in an evolving digital landscape.

Chapters:

  • 00:00 - Intro
  • 04:11 - Digital CS maturity and predictive insights
  • 05:11 - Account vs. individual health scores
  • 06:12 - The basics of customer database health
  • 08:03 - Challenges in tracking customer movement
  • 09:26 - Irwin’s path from radio to digital
  • 12:54 - Misaligned languages among teams
  • 15:57 - What digital CS should strive for
  • 21:47 - Prioritizing data cleanup
  • 28:16 - Tracking champions who leave
  • 32:12 - Keeping data hygiene ongoing
  • 36:11 - Segmentation errors and blunders

Enjoy! I know I sure did…

Irwin's Linkedin: https://www.linkedin.com/in/irwinhipsman/
Repetitos: https://repetitos.com/

This episode of the DCX Podcast is brought to you by Thinkific Plus, a Customer Education platform designed to accelerate customer onboarding, streamline the customer experience and avoid employee burnout.
For more information and to watch a demo, visit https://www.thinkific.com/plus/

Support the show

+++++++++++++++++
Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.
Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.
Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com

  continue reading

Kapitler

1. Data Hygiene for Great Customer Experiences with Irwin Hipsman of Repetitos | Episode 086 (00:00:00)

2. Data Hygiene and Customer Experience (00:00:31)

3. Digital Customer Success Evolution (00:10:29)

4. Improving Customer Data Hygiene and Efficiency (00:18:33)

5. Customer Data Maintenance Best Practices (00:28:54)

6. Database Hygiene and Data Insights (00:35:47)

90 episoder

Artwork
iconDel
 
Manage episode 459786864 series 3479744
Innhold levert av Alex Turkovic. Alt podcastinnhold, inkludert episoder, grafikk og podcastbeskrivelser, lastes opp og leveres direkte av Alex Turkovic eller deres podcastplattformpartner. Hvis du tror at noen bruker det opphavsrettsbeskyttede verket ditt uten din tillatelse, kan du følge prosessen skissert her https://no.player.fm/legal.

To participate in Irwin's research project, go to https://repetitos.com/research. The first 20 respondents will get a free one-hour session with Irwin!
Irwin Hipsman, Founder at Repetitos, chats with Alex about the importance of data hygiene and how tracking customer movement impacts digital customer success initiatives. The two discuss the challenges of maintaining accurate account health scores, managing segmentation errors, and fostering alignment across teams to optimize customer experiences in an evolving digital landscape.

Chapters:

  • 00:00 - Intro
  • 04:11 - Digital CS maturity and predictive insights
  • 05:11 - Account vs. individual health scores
  • 06:12 - The basics of customer database health
  • 08:03 - Challenges in tracking customer movement
  • 09:26 - Irwin’s path from radio to digital
  • 12:54 - Misaligned languages among teams
  • 15:57 - What digital CS should strive for
  • 21:47 - Prioritizing data cleanup
  • 28:16 - Tracking champions who leave
  • 32:12 - Keeping data hygiene ongoing
  • 36:11 - Segmentation errors and blunders

Enjoy! I know I sure did…

Irwin's Linkedin: https://www.linkedin.com/in/irwinhipsman/
Repetitos: https://repetitos.com/

This episode of the DCX Podcast is brought to you by Thinkific Plus, a Customer Education platform designed to accelerate customer onboarding, streamline the customer experience and avoid employee burnout.
For more information and to watch a demo, visit https://www.thinkific.com/plus/

Support the show

+++++++++++++++++
Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.
Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.
Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com

  continue reading

Kapitler

1. Data Hygiene for Great Customer Experiences with Irwin Hipsman of Repetitos | Episode 086 (00:00:00)

2. Data Hygiene and Customer Experience (00:00:31)

3. Digital Customer Success Evolution (00:10:29)

4. Improving Customer Data Hygiene and Efficiency (00:18:33)

5. Customer Data Maintenance Best Practices (00:28:54)

6. Database Hygiene and Data Insights (00:35:47)

90 episoder

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Customer Success Summit in Austin on February 11th & 12th: https://events.customersuccesscollective.com/location/austin This is an episode of " MondAI CS ", a new podcast by our CS friend Michael Forney that we recorded last week. I felt that the content would be fantastic to post here as well. This episode delves into the intersection of AI and customer success, discussing how technology can both enhance and disrupt customer relationships. We explore the balance between automation and personal interaction, the guilt associated with not using AI, and practical applications for CSMs, illustrating a balanced approach that integrates AI while emphasizing the necessity of human connection. • The importance of balancing automation with human interaction • Guilt surrounding the adoption of AI tools • Practical AI applications in customer success • The value of combining technology with personalized engagement • The need for checks and balances in automation strategies • Future considerations for integrating AI in customer journeys Enjoy! I know I sure did... Follow Michael's Podcast MondAI CS here: https://open.spotify.com/show/497aLePSmsVJs1mMwn5dSL Michael's LinkedIn: https://www.linkedin.com/in/michael-forney/ This episode of the DCX Podcast is brought to you by Thinkific Plus, a Customer Education platform designed to accelerate customer onboarding, streamline the customer experience and avoid employee burnout. For more information and to watch a demo, visit https://www.thinkific.com/plus/ Support the show +++++++++++++++++ Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com . Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee : https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…
 
Dillon Young , founder of Lifetime Value Media , RETURNS to the show to discuss building a media company, the evolving role of the word "digital" in customer success and what it takes to win in this job market. He and Alex explore actionable strategies for creating empathetic customer experiences, leveraging digital tools to drive value, and the importance of authentic networking in career growth. Chapters: - Intro - Crafting value with micro-content - The rise of digital in customer success - What even is "digital" in CS? - Overzealous tracking gone wrong - Insightful secret shopping for empathy - Building a media empire: small wins, big vision - The emotional toll of job hunting - Why networking is your secret weapon - Building trust and connections in CS - Acknowledging the champions behind the scenes - Where to find Dillon and Lifetime Value Media Enjoy! I know I sure did… Dillon's Linkedin: https://www.linkedin/com/in/dillonryoung This episode of the DCX Podcast is brought to you by Thinkific Plus, a Customer Education platform designed to accelerate customer onboarding, streamline the customer experience and avoid employee burnout. For more information and to watch a demo, visit https://www.thinkific.com/plus/ Support the show +++++++++++++++++ Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com . Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee : https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…
 
Ed Powers , Principal Consultant at Service Excellence Partners, discusses in depth the measurable impact of digital customer success on revenue retention and long-term loyalty. He and Alex discuss lessons from B2C industries, the importance of viewing the full customer journey, and how companies can embrace constant innovation to scale effectively while avoiding common mistakes in digital CX strategies. Chapters: 00:00 - Intro 03:01 - Early career lessons at HP 04:01 - Transitioning from hospitality to tech 05:20 - The bridge between B2C and B2B CX 10:53 - CS impact on revenue retention 16:15 - Why exit interviews matter 20:50 - Seeing the customer's true journey 34:37 - Simplifying scale: Peloton and Ben & Jerry's 40:49 - Root causes vs. symptoms in digital motions 43:28 - Constant innovation and experimentation Enjoy! I know I sure did… Ed's Linkedin: https://www.linkedin.com/in/ed-powers-ab5315/ This episode of the DCX Podcast is brought to you by Thinkific Plus, a Customer Education platform designed to accelerate customer onboarding, streamline the customer experience and avoid employee burnout. For more information and to watch a demo, visit https://www.thinkific.com/plus/ Support the show +++++++++++++++++ Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com . Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee : https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…
 
To participate in Irwin's research project, go to https://repetitos.com/research . The first 20 respondents will get a free one-hour session with Irwin! Irwin Hipsman , Founder at Repetitos , chats with Alex about the importance of data hygiene and how tracking customer movement impacts digital customer success initiatives. The two discuss the challenges of maintaining accurate account health scores, managing segmentation errors, and fostering alignment across teams to optimize customer experiences in an evolving digital landscape. Chapters: 00:00 - Intro 04:11 - Digital CS maturity and predictive insights 05:11 - Account vs. individual health scores 06:12 - The basics of customer database health 08:03 - Challenges in tracking customer movement 09:26 - Irwin’s path from radio to digital 12:54 - Misaligned languages among teams 15:57 - What digital CS should strive for 21:47 - Prioritizing data cleanup 28:16 - Tracking champions who leave 32:12 - Keeping data hygiene ongoing 36:11 - Segmentation errors and blunders Enjoy! I know I sure did… Irwin's Linkedin: https://www.linkedin.com/in/irwinhipsman/ Repetitos: https://repetitos.com/ This episode of the DCX Podcast is brought to you by Thinkific Plus, a Customer Education platform designed to accelerate customer onboarding, streamline the customer experience and avoid employee burnout. For more information and to watch a demo, visit https://www.thinkific.com/plus/ Support the show +++++++++++++++++ Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com . Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee : https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…
 
This episode of the DCX Podcast is brought to you by Thinkific Plus, a Customer Education platform designed to accelerate customer onboarding, streamline the customer experience and avoid employee burnout. For more information and to watch a demo, visit https://www.thinkific.com/plus/ Support the show +++++++++++++++++ Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com . Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee : https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…
 
Link to this episode on YouTube: https://youtu.be/23MrFuVuMmg In this episode, I give you an "over-the-shoulder" peek into using Google's NotebookLM to produce next week's podcast episode! That is perhaps the most surprising feature of this amazing free tool. Besides that, it's great at summarizing documents or web pages for easy consumption and can be a great resource for you to have in your digital back pocket! Chapters: 00:00 - Intro 07:21 - Using Google's NotebookLM Shoutout to Marley Wagner and Bob London who did this LIVE at ChurnZero. This episode of the DCX Podcast is brought to you by Thinkific Plus, a Customer Education platform designed to accelerate customer onboarding, streamline the customer experience and avoid employee burnout. For more information and to watch a demo, visit https://www.thinkific.com/plus/ Support the show +++++++++++++++++ Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com . Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee : https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…
 
Alison Barrett , Head of Scaled Customer Success at Airtable, shares her journey from consulting at Deloitte to shaping scalable customer success strategies at fast-growing tech companies like Slack and Mixpanel. She and Alex discuss the power of ambassador programs, AI use cases in CS, and the importance of cross-functional collaboration in building impactful customer education ecosystems. Chapters: 00:00 - Intro 05:43 - Early career: From Deloitte to startup life 06:32 - Mixpanel & the rise of product analytics 09:06 - Slack's champion program: Fostering in-house advocates 12:29 - Scaling CS: Operations, tools and voice of customer 18:16 - Airtable ambassador program & NDR success story 21:55 - Building AI use cases in CS with Airtable 30:29 - Creating a scalable customer education ecosystem 36:15 - Prioritizing quick wins & standardizing playbooks 37:28 - The power of cross-functional collaboration 41:52 - Empowering teams through mission & vision clarity 45:59 - Capturing executive alignment with walking decks Enjoy! I know I sure did... Alison's LinkedIn: https://www.linkedin.com/in/alison-barrett-cs/ This episode of the DCX Podcast is brought to you by Thinkific Plus, a Customer Education platform designed to accelerate customer onboarding, streamline the customer experience and avoid employee burnout. For more information and to watch a demo, visit https://www.thinkific.com/plus/ Support the show +++++++++++++++++ Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com . Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee : https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…
 
Marley Wagner , a seasoned expert in marketing and customer success, joins the podcast to explore the intersection of digital customer success and cross-functional collaboration. She and Alex discuss strategies for leveraging automation, transforming QBRs, and reimagining customer engagement through data-driven digital programs, all while highlighting the critical link between marketing and CS in driving growth and retention. Chapters: 00:00 - Intro 03:06 - From Minnesota to Colorado 03:39 - Marketing meets customer success 11:01 - Where digital CS fits within the org 12:40 - The secret to digital CS success: collaboration 16:05 - Building digital customer programs 20:14 - Digital as a strategy AND a segment 25:46 - Measuring digital CS programs effectively 29:54 - Fixing what's broken in digital motions 36:31 - B2C lessons for B2B automation 39:22 - Transforming QBRs with automation 44:57 - Reimagining executive and customer engagement Enjoy! I know I sure did… Marley's Linkedin: https://www.linkedin.com/in/marleywagner/ This episode of the DCX Podcast is brought to you by Thinkific Plus, a Customer Education platform designed to accelerate customer onboarding, streamline the customer experience and avoid employee burnout. For more information and to watch a demo, visit https://www.thinkific.com/plus/ Support the show +++++++++++++++++ Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com . Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee : https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…
 
Samantha David , a seasoned digital customer success expert, shares her journey from traditional customer service roles to pioneering digital CS strategies. She and Alex discuss the importance of automation, scaling human connection, and blending digital tools with human touchpoints to create proactive, personalized customer experiences. Chapters: 00:03:36 - From New York hustle to Denver vibes 00:04:17 - Early career tales: Boston Market and Hallmark 00:06:15 - Lessons in evolution at Hallmark 00:08:17 - A journey into tech: Sam's path to digital CS 00:13:25 - What is digital CS, and why does it matter? 00:17:30 - Digital program managers vs. product managers 00:22:31 - Office hours: Scaling human connection 00:28:24 - Building automations to enhance customer success 00:33:38 - Merging digital and human touchpoints 00:38:57 - Digital success hubs inspire a vision 00:41:40 - LinkedIn, meetups, and learning from AI pioneers 00:44:38 - Connect and continue the conversation with Sam Enjoy! I know I sure did… Samantha's Linkedin: https://www.linkedin.com/in/samanthaedavid/ This episode of the DCX Podcast is brought to you by Thinkific Plus, a Customer Education platform designed to accelerate customer onboarding, streamline the customer experience and avoid employee burnout. For more information and to watch a demo, visit https://www.thinkific.com/plus/ Support the show +++++++++++++++++ Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com . Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee : https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…
 
This solo episode of the DCX podcast is inspired by my recent job transition into a new role leading Customer Experience at Belfry Software. As I've just recently joined, I am actively engaged in the process of uncovering the opportunities which exist for automations to be implemented. The primary goals of implementing these automations are simple: 1) Find places where automation can enhance the Customer Experience 2) Find areas where automation can improve the Employee Experience Chapters: 01:05 - New Sponsor: Thinkific Plus 01:30 - Upcoming guests 02:45 - Digital CS Maturity Assessment 03:29 - Alex got a new gig! 04:00 - Topic for today: Where to look for automations 06:43 - Support Data 09:00 - Hours Sentiment Tracking 10:28 - We automate for both the customer and employee experience 11:53 - Frequently Distributed Documentation 14:10 - Onboarding 16:36 - Upsell Automation 17:47 - Pre-Renewal Automation 18:57 - Data Hygiene Automation 22:11 - Customer Scorecards & Actions 25:24 - Manual Process Automation 27:59 - The big red flag no no: Don’t automate without doing it manually first. Links: - Monthly Digital & Scale Meetup - digitalsuccess.gradual.us - Digital CS Maturity Assessment - https://digitalcustomersuccess.com/dcsmaturity This episode of the DCX Podcast is brought to you by Thinkific Plus, a Customer Education platform designed to accelerate customer onboarding, streamline the customer experience and avoid employee burnout. For more information and to watch a demo, visit https://www.thinkific.com/plus/ Support the show +++++++++++++++++ Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com . Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee : https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…
 
In this episode of the Digital CX Podcast, host Alex Turkovic chats with Scott Wilder, Head of Digital Success at Clari with a wealth of previous experience from Google, Adobe, and HubSpot among others. The conversation explores leveraging AI for customer success, integrating data across platforms, and adopting B2C innovation to enhance digital experiences in the B2B space. Chapters: 04:02 - Transition to digital growth 06:57 - Inbound vs. outbound digital CX 08:35 - The struggle with platform silos 10:01 - AI in Clari’s CX strategy 11:53 - Chatbots and federated search 13:12 - Building the business case for AI 14:32 - Customer-driven innovation in CS 16:59 - Tackling data hygiene challenges 19:45 - Fun approaches to data cleanup 21:01 - Selecting the right chatbot vendor 24:05 - Embracing B2C innovation in B2B 28:23 - SMS as an untapped B2B strategy 30:30 - Exploring AI and educational resources Enjoy! I know I sure did… Scott's Linkedin: https://www.linkedin.com/in/wilder/ Join our Monthly Meetup: https://digitalsuccess.gradual.us/ This episode of the DCX Podcast is brought to you by Thinkific Plus, a Customer Education platform designed to accelerate customer onboarding, streamline the customer experience and avoid employee burnout. For more information and to watch a demo, visit https://www.thinkific.com/plus/ Support the show +++++++++++++++++ Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com . Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee : https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…
 
Nat Onions, CX leader at Customer.io, dives into the importance of data and automation in driving effective customer support and engagement. She shares her experiences from building a customer success program, experimenting with AI tools, and leveraging SMS to scale interactions, while also discussing the significance of diversity and attention to detail in creating impactful digital experiences. Chapters: 00:02:29 - An early career in design and printing 00:04:14 - Chaos management learned from beer 00:05:23 - Design and attention to detail in CX 00:06:39 - Superman fandom and collecting rare items 00:08:24 - Nat's transition to customer experience leadership 00:10:21 - Building a customer success program at Customer.io 00:15:05 - Defining digital in the CX world 00:18:29 - Launching a virtual assistant for customer support 00:19:44 - The power of automation in summarizing support tickets 00:25:31 - Experimenting with AI and automation tools 00:29:22 - Maximizing SMS for customer engagement 00:35:41 - Strategies to overcome champion change challenges 00:44:25 - Gender diversity in tech and leadership Enjoy! I know I sure did… Nat's Linkedin: https://www.linkedin.com/in/natalie-onions/ Support the show +++++++++++++++++ Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com . Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee : https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…
 
Adam Avramescu, Vice President of Customer Education at Personio and co-host of the CELab Podcast, joins the show to share his thoughts on the evolving role of customer education in digital customer success. He and Alex dive into the challenges of content curation, scaling personalized experiences, and the growing importance of integrating education with broader customer experience strategies to drive engagement and advocacy. Chapters: 00:04:04 - The love-hate relationship with social media 00:05:55 - Life as an expat in Amsterdam 00:07:10 - What "engagement" means in customer education 00:08:53 - Bringing teams together to scale CX 00:10:34 - Building a proper digital customer experience 00:12:14 - Adam’s elevator pitch on digital CS 00:15:39 - The evolution of customer education 00:18:20 - Blurring lines between customer education and CS 00:21:18 - Curation vs. content overload in customer education 00:29:41 - The never-ending ROI debate in CE 00:34:18 - Digital programs and human touch in customer success 00:37:40 - Customer education and building advocacy Enjoy! I know I sure did… Adam's Linkedin: https://www.linkedin.com/in/adam-avramescu/ Support the show +++++++++++++++++ Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com . Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee : https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…
 
Kat Breeggemann , Digital Customer Experience Program Manager at Automox, joins the podcast to discuss the role of data in driving digital customer success and enhancing product adoption. She shares her journey into customer success, the importance of tailoring digital programs to customer needs, and explores strategies to prevent downgrades using targeted campaigns and persona insights. We also spend some time talking about how LinkedIn campaigns can play a role in your digital motions! Chapters: 00:00 - Intro 02:42 - Kat’s role at Automox 04:17 - Kat’s unexpected journey into CS 06:00 - The student newspaper era 11:14 - Understanding digital program management 13:08 - The power of data in digital CS 19:40 - Campaigns for specific product adoption 23:00 - Avoiding the risk of downgrade 26:56 - Overcoming challenges with data 30:17 - Why showing your work matters 35:52 - Using LinkedIn ads in digital CS 43:34 - Leveraging external data and persona insights Enjoy! I know I sure did… Kat's Linkedin: https://www.linkedin.com/in/kat-breeggemann/ Support the show +++++++++++++++++ Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com . Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee : https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…
 
In this solo episode of the podcast, I spend a bit of time recapping a recent talk I gave together with Dan Ennis at Churn-In, ChurnZero's annual conference and also take some time to discuss the launch of the Digital CS Maturity Assessment, which you can go through by following this link for free: https://digitalcustomersuccess.com/dcsmaturity/ I then go through a bit of Q&A from the Zero-In session itself! See the chapters to jump to a specific question. Chapters: 00:00 - Intro 01:18 - Churn-In Recap 01:36 - Digital CS Maturity Assessment 04:30 - How to Measure the ROI of your Digital program 08:41 - Which self-service mediums are most effective in the SaaS world today that help to promote advocates and reduce support costs? 13:58 - Do you have any books, podcasts or frameworks you would recommend for newbies? 16:13 - “Tech Touch”, Digital SC and Scaled CS interchangeability 18:21 - Incorporating contextual data in predictive modeling Enjoy! I know I sure did. Special shoutout to: - Dan Ennis: my awesome co-presenter at Churn-In - Keishla Ceasar-Jones, Malachi Hopoate, Sylvanie Tweed & Tom Battle for their great questions! Support the show +++++++++++++++++ Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com . Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee : https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…
 
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