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

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Manage episode 414070036 series 3479744
Content provided by Alex Turkovic. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Alex Turkovic or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://staging.podcastplayer.com/legal.

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:

+++++++++++++++++

Support the show

+++++++++++++++++
Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.
Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.
Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
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

  continue reading

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

Artwork
iconShare
 
Manage episode 414070036 series 3479744
Content provided by Alex Turkovic. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Alex Turkovic or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://staging.podcastplayer.com/legal.

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:

+++++++++++++++++

Support the show

+++++++++++++++++
Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.
Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.
Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
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

  continue reading

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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