Digital Customer Success from a CS Operations Perspective with Matthew Lind | Episode 014

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

It has become quite apparent in recent years that a solid Digital Customer Success program relies heavily on a solid CS Operations function. Join me, Alex Turkovic, in a riveting conversation with Matthew Lind, a Gainsight expert and operations leader, known for his unique approach to solving complex CS problems.
As we kick off, we examine the evolution CS over the last few years. You'll learn how operations can make or break digital programs and why data hygiene isn't something you should overlook. We'll also talk about the challenges of dealing with outdated contacts and why manual data clean-up is often necessary. Matthew shares his expert advice on how to prepare for the successful implementation of a customer success platform.
Enjoy! I know I sure did...
Matthew's LinkedIn: https://www.linkedin.com/in/matthewlind/
Resources Mentioned in this Episode:

• Book: "The Checklist Manifesto: How to Get Things Right" by Atul Gawande - https://amzn.to/3sE9tnM
• Podcast: The Success League Podcasts - https://www.thesuccessleague.io/podcasts
• Podcast: RevOps Corner - https://podcasts.apple.com/us/podcast/revops-corner/id1619571311

Shoutout to:

• Lane Holt of Gainsight: https://www.linkedin.com/in/laneholt/
  "Don't boil the ocean but instead, make a pot of tea"
• 1Password for their Digital CS Strategy

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The Digital Customer Success Podcast is hosted by Alex Turkovic

Bab

1. Digital Customer Success from a CS Operations Perspective with Matthew Lind | Episode 014 (00:00:00)

2. Operations in Digital Programs Simplified (00:14:40)

3. Data Hygiene and Customer Communication (00:22:59)

4. Customer Success Platforms and Implementations (00:38:05)