Digital Advice From A CS OG And Innovator With Irit Eizips Of CSM Practice | Episode 047 The Digital CX Podcast: Driving Digital Customer Success And Outcomes In The Age Of A.I. podcast

Digital Advice from a CS OG and Innovator with Irit Eizips of CSM Practice | Episode 047

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

published 1+ y ago

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Irit Eizips has been in and around CS for a long time. From being in on the ground floor at Gainsight to running her very successful consultancy, she has been a staple in the CS community and consistently produces fantastic content that we all benefit from!
In this episode, we get into:

Irit’s days at the early-stage Gainsight and the culture of startups
Her home in consulting (CSM Practice) vs. being a full time employee
Being part of CS from the ground floor
The advancement of CS to where certification and degree programs have enabled college grads an entry into the field
Digital motions should support the work of humans in CS
Implementing too much digital without touchpoints along the way can actually have negative customer implications
Identifying risk in customers who are disengaging with digital programs
Over-use of email via redundancy and simultaneous emails from multiple organizations
The use of avatars in digital for communications to make things more fun when appropriate
Protecting revenue and expansion via process automations to flag risk early before renewal and even close it early
A few examples of great digital motions and practical advice around designing them
Designing digital-first motions with client outcomes & a customer journey front and center

Loads of great info in this one. Enjoy! I know I sure did...
Irit's LinkedIn: https://www.linkedin.com/in/eizips/
CSM Practice: https://www.csmpractice.com/
CSM Practice YouTube Channel: https://www.youtube.com/c/CSMPractice
Resources:

Seven Pillars of Customer Success by Wayne McCulloch: https://amzn.to/3TLXYog
CCO Playbook by Rod Cherkas: https://amzn.to/3TLXYog
Onboarding Matters by Donna Webber: https://amzn.to/3TRk9cu

Shoutout:

Yair Bortinger: https://www.linkedin.com/in/yair-bortinger/
Yair's episode on CSM Practice Podcast: https://www.youtube.com/watch?v=4pwj634-qu0

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