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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
Kandungan disediakan oleh Alex Turkovic. Semua kandungan podcast termasuk episod, grafik dan perihalan podcast dimuat naik dan disediakan terus oleh Alex Turkovic atau rakan kongsi platform podcast mereka. Jika anda percaya seseorang menggunakan karya berhak cipta anda tanpa kebenaran anda, anda boleh mengikuti proses yang digariskan di sini https://ms.player.fm/legal.
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/
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Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.
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The Digital Customer Success Podcast is hosted by Alex Turkovic
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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)
74 episod
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