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Airtable’s Journey to Scalable Customer Success with Alison Barrett | Episode 083
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.
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Alison Barrett, Head of Scaled Customer Success at Airtable, shares her journey from consulting at Deloitte to shaping scalable customer success strategies at fast-growing tech companies like Slack and Mixpanel. She and Alex discuss the power of ambassador programs, AI use cases in CS, and the importance of cross-functional collaboration in building impactful customer education ecosystems.
Chapters:
- 00:00 - Intro
- 05:43 - Early career: From Deloitte to startup life
- 06:32 - Mixpanel & the rise of product analytics
- 09:06 - Slack's champion program: Fostering in-house advocates
- 12:29 - Scaling CS: Operations, tools and voice of customer
- 18:16 - Airtable ambassador program & NDR success story
- 21:55 - Building AI use cases in CS with Airtable
- 30:29 - Creating a scalable customer education ecosystem
- 36:15 - Prioritizing quick wins & standardizing playbooks
- 37:28 - The power of cross-functional collaboration
- 41:52 - Empowering teams through mission & vision clarity
- 45:59 - Capturing executive alignment with walking decks
Enjoy! I know I sure did...
Alison's LinkedIn: https://www.linkedin.com/in/alison-barrett-cs/
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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
🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com
Chapters
1. Airtable’s Journey to Scalable Customer Success with Alison Barrett | Episode 083 (00:00:00)
2. Building Digital Customer Experience Programs (00:00:12)
3. Champion and AI Programs Discussion (00:16:16)
4. Scaling Digital Customer Education Programs (00:29:15)
5. Building High-Impact Customer Programs (00:35:48)
6. Building Executive Alignment and Cross-Functional Collaboration (00:47:18)
101 episodes
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