Lessons in CX Leadership and Strategy with CX "Superwoman" Nat Onions of Customer.io | Episode 078

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

Nat Onions, CX leader at Customer.io, dives into the importance of data and automation in driving effective customer support and engagement. She shares her experiences from building a customer success program, experimenting with AI tools, and leveraging SMS to scale interactions, while also discussing the significance of diversity and attention to detail in creating impactful digital experiences.
Chapters:
00:02:29 - An early career in design and printing
00:04:14 - Chaos management learned from beer
00:05:23 - Design and attention to detail in CX
00:06:39 - Superman fandom and collecting rare items
00:08:24 - Nat's transition to customer experience leadership
00:10:21 - Building a customer success program at Customer.io
00:15:05 - Defining digital in the CX world
00:18:29 - Launching a virtual assistant for customer support
00:19:44 - The power of automation in summarizing support tickets
00:25:31 - Experimenting with AI and automation tools
00:29:22 - Maximizing SMS for customer engagement
00:35:41 - Strategies to overcome champion change challenges
00:44:25 - Gender diversity in tech and leadership
Enjoy! I know I sure did…
Nat's Linkedin: https://www.linkedin.com/in/natalie-onions/

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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. Lessons in CX Leadership and Strategy with CX "Superwoman" Nat Onions of Customer.io | Episode 078 (00:00:00)

2. Data-Driven Leadership in Digital CX (00:00:03)

3. Enhancing Customer Experience With Digital Tools (00:15:58)

4. Engaging Customers Through SMS Strategy (00:26:58)

5. Building Relationships for Risk Mitigation (00:35:56)

6. Embracing Diversity in Hiring Practices (00:45:40)