Installing a Digital Customer Success Program Into an Existing CS Function with Kailey Killoran at Loopio | Episode 019

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

A lot of us would like to be a 'fly on the wall' as someone tackles installing a new function into an existing org. In this episode, Kailey Killoran of Loopio will give us just that: a glimpse into her journey of building Loopio's scaled customer success program.
This episode is jam packed as we get into all sorts of topics including:

• Kailey's love of learning and how her poli-sci degrees (yes, plural!) have influenced her professionally
• The importance of internal enablement when launching these programs
• Coordinating with other functions when launching
• Integrating yourself into other orgs’ strategies
• The importance of celebrating wins!
• How to prioritize data cleanliness to make sure it doesn’t bog you down
• Building sales’ confidence in the digital experience
• How customers benefit from consistency working with a scaled team over a 1:1 CSM
• Evolving the tech stack

This episode is packed with valuable insights and practical tips that will elevate your understanding of digital customer success to the next level.
Kailey's LinkedIn: https://www.linkedin.com/in/kailey-killoran-4a89b987/
Resources In This Episode:

• DCS Connect Slack Community: https://airtable.com/appLGhZyujOoYp8BQ/shr4ixoZmB8hBoLbM
• Gainsight Resources: https://www.gainsight.com/resource-library/
• Catalyst Resources: https://catalyst.io/resources
• SuccessHACKER Certifications: https://successcoaching.co/
• Dee Kapila's Session at Pulse: https://pulselibrary.gainsight.com/video/product-vs-sales-led-growth-embrace-both-with-scaled-cx

Digital CS Shoutouts:

• Dee Kapila, Global Head of CS at Miro: https://www.linkedin.com/in/deekapila/

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The Digital Customer Success Podcast is hosted by Alex Turkovic

Capitoli

1. Installing a Digital Customer Success Program Into an Existing CS Function with Kailey Killoran at Loopio | Episode 019 (00:00:00)

2. Digital Customer Success With Kaylee Killeren (00:00:03)

3. Customer Success Career Growth and Leadership (00:04:15)

4. Organizing and Implementing Digital Customer Success (00:17:10)

5. Tech Stack Integration and Data Management (00:26:51)

6. Customer Success and Digital Engagement (00:32:17)

7. Building a Digital Customer Success Program (00:37:45)

8. Digital Customer Success Podcast With Alex (00:48:50)