Diversifying and Digitizing Customer Success with Annie Dean of RecastSuccess | Episode 035

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

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Today's Guest Annie Dean of RecastSuccess is a TRUE CS veteran and is one of those rare individuals who was around when the term 'Customer Success' was coined!
What does that mean for us? Lots of insight and knowledge to learn from. In this fascinating conversation, Annie draws from her deep career at legendary companies like LinkedIn, Cisco & Coursera - as well as her current experience with RecastSuccess - to give us a ton of great nuggets of knowledge.
It was also a pleasure having her on as RecastSuccess does so much to drive equity and diversity within CS - which is definitely worth highlighting.
In this fantastic conversation, we cover a lot of ground including:

• How to prioritize where to start digitally
• How tooling has helped us to normalize digital CS
• The genesis of RecastSuccess and its mission to help foster diversity in CS
• The role profiles of Digital CS and how product management, marketing, sales ops and data science fit in well with DCS - not necessarily CSM.
• How RecastSuccess partners with VCs & Startups to help grow CS orgs with well trained team members
• Early stage startups have an advantage because you can start with automations and have them in place from the beginning
• How to be proactive with end-users (those that aren’t reaching out) to help drive outcomes for those executives
• Average professional in the US uses 80 apps regularly - which is why it is imperative to be proactive with users
• Semi-live webinars are a great way to scale
• New AI tools are there to augment and improve what you’re doing - not replace what you’re doing.
• Racial & Gender diversity in tech and RecastSuccess’ mission for building CS teams that are as diverse as possible
• The ever-present topic of whether to QBR or whether to not QBR

Today's episode is sponsored by Vitally. If you're in the market for a feature rich, easy-to-implement CSP - go sign up for a demo at vitally.io/digitalcx. If you take a qualified demo with them, you'll receive a free pair of AirPods!

Thank you to our sponsor, Vitally!
Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr!

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The Digital Customer Success Podcast is hosted by Alex Turkovic

Capitoli

1. Diversifying and Digitizing Customer Success with Annie Dean of RecastSuccess | Episode 035 (00:00:00)

2. The Concept of Digital Customer Success (00:00:38)

3. Hiring Diverse Customer Success Professionals (00:12:30)

4. Supporting Startups in Customer Success (00:19:46)

5. Exciting Innovations in Customer Success (00:34:43)

6. Equity and Diversity in the Workplace (00:44:31)