Digital Customer Success Maturity Model Assessment Launch and Post Churn-In Q&A | Episode 075

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

In this solo episode of the podcast, I spend a bit of time recapping a recent talk I gave together with Dan Ennis at Churn-In, ChurnZero's annual conference and also take some time to discuss the launch of the Digital CS Maturity Assessment, which you can go through by following this link for free: https://digitalcustomersuccess.com/dcsmaturity/
I then go through a bit of Q&A from the Zero-In session itself! See the chapters to jump to a specific question.
Chapters:
00:00 - Intro
01:18 - Churn-In Recap
01:36 - Digital CS Maturity Assessment
04:30 - How to Measure the ROI of your Digital program
08:41 - Which self-service mediums are most effective in the SaaS world today that help to promote advocates and reduce support costs?
13:58 - Do you have any books, podcasts or frameworks you would recommend for newbies?
16:13 - “Tech Touch”, Digital SC and Scaled CS interchangeability
18:21 - Incorporating contextual data in predictive modeling
Enjoy! I know I sure did.
Special shoutout to:
- Dan Ennis: my awesome co-presenter at Churn-In
- Keishla Ceasar-Jones, Malachi Hopoate, Sylvanie Tweed & Tom Battle for their great questions!
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The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media.
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Chapters

1. Digital Customer Success Maturity Model Assessment Launch and Post Churn-In Q&A | Episode 075 (00:00:00)

2. Digital Customer Success Q&A Episode (00:00:02)

3. Navigating Digital Customer Success Strategy (00:14:59)