One of the Digital CS Originals: It’s Lane Holt of Gainsight! | Episode 023

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

As mentioned at the start of this episode, our CS friend Mickey Powell and his family are experiencing hardship with the loss of a mother and brother in very short succession. If you'd like to help:

• Engage with Mickey Powell's LinkedIn Post: https://www.linkedin.com/feed/update/urn:li:activity:7122633026576031744/
• GoFundMe to support his dad through end of life costs: https://gofund.me/fc16dc72

Thank you!
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Today, I am pleased to offer you this great conversation with one of the original Digital CS practitioners, Lane Holt of Gainsight. When I first got into this whole "digital thing", lane was there for me and helped me shape the program I was working on. She has bravely blazed the trail of this crazy practice and continues to do so with her team, creating some amazing motions focused on personalization.
In this fun discussion, we cover off a number of topics including:

• Using your data to know who your customer is and how they are engaging
• Using your digital motions to keep your contact data fresh
• Team structure at Gainsight and how the digital, pooled and ops teams interplay
• Three key skills to look for when hiring for a digital CS role: marketing metrics, customer success, data relationships
• Creating digital automations by first doing things manually
• Digital Business Reviews
• Where to start: at the customer journey’s milestone moments
• Three different calendars of events: company, account & persona

As you can see, a lot of info packed into this one.
Enjoy! I know I sure did...
Lane's LinkedIn: https://www.linkedin.com/in/laneholt/
Resources Mentioned in This Episode:

• Girls That Invest Podcast: https://girlsthatinvest.com/
• Previous Digital CS Podcast Episodes with Gainsight folks:
  • Aaron Hatton - Episode 18: https://podcast.digitalcustomersuccess.com/2186702/13696934
  • Nick & Kellie - Episode 12: https://podcast.digitalcustomersuccess.com/2186702/13435077

Digital CS Shoutouts:

• Melissa Allen @ Okta: https://www.linkedin.com/in/melissaannallen/
• Jordan Barker @ Alteryx: https://www.linkedin.com/in/jordangbarker/
• Nisha Baxi @ Gong.io: https://www.linkedin.com/in/nishabaxi/
• Kari Ardalan @ Qualtrics: https://www.linkedin.com/in/kariardalan/

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The Digital Customer Success Podcast is hosted by Alex Turkovic

Kapitler

1. Digital Customer Success (00:00:00)

2. Marketing to Digital Customer Success Transition (00:14:36)

3. Understanding Marketing Metrics and Building Team (00:21:28)

4. Starting and Managing Customer Life Cycles (00:34:50)

5. Financial Education and Book Recommendations (00:43:21)