The Power of Hyper-Personalized Content for Customer Success with Nik Mijic of Matik | Episode 043

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

Nik Mijic, co-founder of Matik comes to us this week with not only a fascinating back-story, but some great CS-related content as we discuss a wide variety of very timely and important topics.
In this episode, we talk about:

• How Matik automates the creation of content with personalized data, primarily for CS and Sales
• The current state of the ‘digital business review’
• A good understanding of your data is needed for a quality DBR
• Sending out one-pagers based on usage milestones or monthly project status updates - automagically
• A lot of people are scared of negative data, but using it to highlight customer improvement opportunities is key
• The importance of benchmarking cohorts of customers to help them grow and act on the adoption of the product
• Keeping a library of common customer objectives and content/measurements to help them along that path
• Moving beyond rules-based automations in favor of GenAI improvements of the inputs that would normally feed your automations to make them even better.
• Savvy sales teams are taking post-sale data and aggregating business value cases out of it to help set expectations
• Nobody’s data is perfect - don’t let that keep you from getting something in place
• Feedback loops are very important in Digital CS to make sure you are constantly monitoring what is working and what is not working
• The Kirkpatrick model, typically used in L&D can also be used in other ways to measure the short and long term efficacy of your programs and content

Enjoy! I know I sure did...
Nik's LinkedIn: https://www.linkedin.com/in/nikola-mijic-9012201b/
Matik: https://www.matik.io/
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This episode of the DCX Podcast is brought to you by Thinkific Plus, a Customer Education platform designed to accelerate customer onboarding, streamline the customer experience and avoid employee burnout.
For more information and to watch a demo, visit https://www.thinkific.com/plus/

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The Digital Customer Success Podcast is hosted by Alex Turkovic
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1. The Power of Hyper-Personalized Content for Customer Success with Nik Mijic of Matik | Episode 043 (00:00:00)

2. Automating Hyper-Personalized Content Creation (00:00:31)

3. Strategic Use of Digital Customer Success (00:10:40)

4. Sales and Customer Success Strategies (00:25:00)