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Inside the Build of 15Five's Digital CS Program w/ Natalia Andreeva & Kaelon Russell | Episode 073
Manage episode 444156471 series 3479744
In this podcast episode, Natalia Andreeva and Kaelon Russell of 15Five share their journey of building a digital customer success program from the ground up. They discuss their approach to content strategy, onboarding experiments, user health scoring, and the importance of cross-functional collaboration, highlighting how they integrate human and digital interactions to optimize customer engagement and business outcomes.
Chapters:
00:00:00 - Intro
00:05:19 - From accidental CrossFit owner to digital CS leader
00:06:22 - Defining digital customer success today
00:10:54 - The birth of 15Five’s digital CS program
00:13:15 - Content’s role in digital CS success
00:17:43 - Measuring success through onboarding experiments
00:19:32 - Building a diverse digital CX team
00:23:39 - Experimenting with abandoned cart campaigns
00:27:46 - Evolving from manual to automated solutions
00:29:22 - Finding the balance: one-on-one vs. digital engagement
00:33:32 - Personalized customer journeys at scale
00:34:47 - User-level health scores in action
00:38:06 - Harnessing data to power CX strategies
00:44:23 - The importance of cross-functional collaboration
Enjoy! I know I sure did…
Natalia’s Linkedin: https://www.linkedin.com/in/scalecx/
Kaelon’s LinkedIn: https://www.linkedin.com/in/kaelonrussell/
+++++++++++++++++
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
Capitoli
1. Inside the Build of 15Five's Digital CS Program w/ Natalia Andreeva & Kaelon Russell | Episode 073 (00:00:00)
2. Building Digital Customer Success at 15.5 (00:00:03)
3. Developing Digital Customer Success Strategy (00:16:13)
4. Scaling Personalized Customer Success Strategies (00:27:15)
5. Cross-Functional Data Collaboration for Success (00:39:08)
92 episodi
Inside the Build of 15Five's Digital CS Program w/ Natalia Andreeva & Kaelon Russell | Episode 073
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.
Manage episode 444156471 series 3479744
In this podcast episode, Natalia Andreeva and Kaelon Russell of 15Five share their journey of building a digital customer success program from the ground up. They discuss their approach to content strategy, onboarding experiments, user health scoring, and the importance of cross-functional collaboration, highlighting how they integrate human and digital interactions to optimize customer engagement and business outcomes.
Chapters:
00:00:00 - Intro
00:05:19 - From accidental CrossFit owner to digital CS leader
00:06:22 - Defining digital customer success today
00:10:54 - The birth of 15Five’s digital CS program
00:13:15 - Content’s role in digital CS success
00:17:43 - Measuring success through onboarding experiments
00:19:32 - Building a diverse digital CX team
00:23:39 - Experimenting with abandoned cart campaigns
00:27:46 - Evolving from manual to automated solutions
00:29:22 - Finding the balance: one-on-one vs. digital engagement
00:33:32 - Personalized customer journeys at scale
00:34:47 - User-level health scores in action
00:38:06 - Harnessing data to power CX strategies
00:44:23 - The importance of cross-functional collaboration
Enjoy! I know I sure did…
Natalia’s Linkedin: https://www.linkedin.com/in/scalecx/
Kaelon’s LinkedIn: https://www.linkedin.com/in/kaelonrussell/
+++++++++++++++++
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
Capitoli
1. Inside the Build of 15Five's Digital CS Program w/ Natalia Andreeva & Kaelon Russell | Episode 073 (00:00:00)
2. Building Digital Customer Success at 15.5 (00:00:03)
3. Developing Digital Customer Success Strategy (00:16:13)
4. Scaling Personalized Customer Success Strategies (00:27:15)
5. Cross-Functional Data Collaboration for Success (00:39:08)
92 episodi
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