Putting Humanity Back Into Digital Customer Success with Jon Johnson of UserTesting | Episode 029

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

Jon Johnson is an incredible human. You've likely heard of him as part of the Unchurned BS & CS podcast series in which he shares some of his incredible background and upbringing on a recent episode.
Not only is Jon an incredible CS leader, he is also a fantastic musician and writer, which are both topics we discuss as part of our conversation.
I had the pleasure of spending this hour+ with Jon a few weeks ago where we begin by talking about music. I present Jon with a quick game of 'this or that' album. After that, it was time to get down to business discussing a variety of amazing topics:

• The interplay between human & digital
• How digital is the empowerment of a CSM and the customer journey
• Segmentation by behavior & usage based personas
• The loss of humanity in Digital
• Digital makes up the 80%, but the 20% human engagement is what makes a digital motion successful
• Using the time that you have with your customers effectively and maximizing for building rapport and relationships
• Workplace trauma, mental health, emotional intelligence in leadership and building REAL relationships in business
• How a one-size-fits-all approach cannot fit all customers
• Your digital program can be 1:1. “Personalization with a Purpose”
• Jon's tactical approach to building a digital engagement strategy

Enjoy! I know I sure did...
Jon's LinkedIn: https://www.linkedin.com/in/jonwilliamjohnson/
Measure Over Method Newsletter: https://measureovermethod.com/
Wild Coast (Jon's Band): https://open.spotify.com/artist/17TwPEUjOWx4BESKVsqrPK
Unchurned Podcast: https://blog.update.ai/blog/category/unchurned-podcast/
Resources:

• Principles by Ray Dalio: https://amzn.to/3Ncg2Fo

Shoutouts:

• Jon's CS Team at Pendo
  • Erica Akroyd: https://www.linkedin.com/in/esakroyd/
  • McKenna Claffey: https://www.linkedin.com/in/mckenna-claffey/
  • Katie Latta: https://www.linkedin.com/in/katielatta/
  • Samantha Walker: https://www.linkedin.com/in/samantha-walker-62a45649/

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The Digital Customer Success Podcast is hosted by Alex Turkovic

Kapitler

1. Putting Humanity Back Into Digital Customer Success with Jon Johnson of UserTesting | Episode 029 (00:00:00)

2. Digital Customer Success With John Johnson (00:00:04)

3. Music Album Preferences and Memories (00:04:19)

4. Digital and Human Customer Success Exploration (00:18:14)

5. Balancing Digital and Human Customer Experiences (00:28:14)

6. The Importance of Customer Relationship Building (00:37:07)

7. Mental Health Challenges in Workplace (00:43:09)

8. Digital Engagement and Personalization Strategies (00:52:49)

9. Learning Beyond Customer Success and Star Trek (01:01:15)