Customer Engagement with AI and Self-Service Strategies with Kari Ardalan of Qualtrics | Episode 049

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

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1y ago 40:11

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Kari Ardalan of Qualtrics is a staple in the CS community and has been leading scaled motions for YEARS - which is sometime that not a lot of people can say. She also sits on Gainsight's Digital Advisory Board - so yeah, she's qualified to talk about this stuff. :-)
In this fantastic conversation, we talk about:

Building digital first with humans coming in off of the back of those motions
The evolution of ‘scaled’ from just email and outbound events to a push to come inbound
Building one place portal where customers can go for everything and where CSMs can interact with their customers
How Digital is structured at Qualtrics across various departments
Internal cross-collaboration on digital motions
What to look out for in a digital leader - specifically cross-collaboration and a varied background
Focusing on Support deflection metrics and areas to automate
Other interesting metrics in use at Qualtrics: % CTAs launched, penetration rate of closed success CTAs (conversation), Monthly Active Users, Monthly Active Customers, Flow Completion, % of Renewals Not Assisted by Humans
Balancing being tactical and strategic as a leader
Using special interests among the team to drive career growth and creativity - including Hackathons
Cool examples of digital motions including customer-facing scorecards, micro-learning, AI and self-serve portals.
AI bot & recommendation engine implementation at Qualtrics
Letting data tell you who the customer personas are
The dependency on operations work streams to get things done

Enjoy! I sure did...
Kari's LinkedIn: https://www.linkedin.com/in/kariardalan/
Link to Kari's post about the qualities of a Digital CS Leader: https://www.linkedin.com/posts/kariardalan_digitalsuccess-leadership-recruitment-activity-7175101395631570944-qujn?utm_source=share&utm_medium=member_desktop
Shoutouts:

Delores Cooper (Zendesk): https://www.linkedin.com/in/delorescooper/
Austin Kwon (LinkedIn): https://www.linkedin.com/in/austinkwon/
Kelly Bray (MongoDB): https://www.linkedin.com/in/kelly-bray-1684166/
Rimple Patel (Eightfold): https://www.linkedin.com/in/rimpledpatel/

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Chapters

1. Customer Engagement with AI and Self-Service Strategies with Kari Ardalan of Qualtrics | Episode 049 (00:00:00)

2. Transitioning to Inbound Digital Customer Success (00:00:03)

3. Leadership and Collaboration in Digital Programs (00:15:17)

4. Digital Transformation and AI Implementation (00:22:20)

5. Collaborative Strategies in Digital Marketing (00:29:11)

97 episodes

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