From B2C to B2B: Simplicity is Key in Digital CS with Ed Powers | Episode 087

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

Ed Powers, Principal Consultant at Service Excellence Partners, discusses in depth the measurable impact of digital customer success on revenue retention and long-term loyalty. He and Alex discuss lessons from B2C industries, the importance of viewing the full customer journey, and how companies can embrace constant innovation to scale effectively while avoiding common mistakes in digital CX strategies.

Chapters:

• 00:00 - Intro
• 03:01 - Early career lessons at HP
• 04:01 - Transitioning from hospitality to tech
• 05:20 - The bridge between B2C and B2B CX
• 10:53 - CS impact on revenue retention
• 16:15 - Why exit interviews matter
• 20:50 - Seeing the customer's true journey
• 34:37 - Simplifying scale: Peloton and Ben & Jerry's
• 40:49 - Root causes vs. symptoms in digital motions
• 43:28 - Constant innovation and experimentation

Enjoy! I know I sure did…

Ed's Linkedin: https://www.linkedin.com/in/ed-powers-ab5315/

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The Digital Customer Success Podcast is hosted by Alex Turkovic
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Chapters

1. From B2C to B2B: Simplicity is Key in Digital CS with Ed Powers | Episode 087 (00:00:00)

2. Enhancing Customer Experience With Digital (00:00:03)

3. Analyzing Customer Behavior for Success (00:11:22)

4. Gaining Insights Through Customer Interviews (00:16:29)

5. Designing for Simplicity and Scale (00:26:31)

6. Value of Customer Success and Digital (00:37:05)

7. Supporting Digital CX Growth Through Reviews (00:44:53)