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In this episode of the Customer Success Pro podcast, host Anika Zubair speaks with Alana Stoltzfus, a leader in digital customer success at Okta. They discuss the evolution of customer success, the importance of digital growth, and how Okta's Success Hub enhances customer experience through personalized recommendations. Alana shares insights on the tools and systems that power their digital success plans, the challenges faced in data management, and the lessons learned from building a scalable customer success program. The conversation emphasizes the need for continuous improvement and the importance of delivering value to customers.
Chapters
00:00 Introduction
02:52 Alana Stoltzfuss: Journey into Digital Customer Success
05:46 The Evolution of Digital Customer Success at Okta
08:43 Understanding Digital Growth and Customer Segmentation
11:50 The Success Hub: Enhancing Customer Experience
15:04 Personalization and Business Goals in Customer Success
17:59 The Role of Digital Customer Success in Business Growth
27:58 Tailored Customer Experiences for Gold and Silver Clients
30:06 Personalized Communication and Value Realization
32:29 Differentiated Messaging for Admins and Executives
34:38 The Importance of Personalization in Customer Success
36:36 Tools and Systems Powering Digital Success
42:41 Lessons Learned and Future Directions in Customer Success
Connect with Anika Zubair:
Website: https://thecustomersuccesspro.com/
LinkedIn: https://www.linkedin.com/in/anikazubair/
RevUP Academy: https://thecustomersuccesspro.com/revup
Connect with Alana Stoltzfus:
Linkedin: https://www.linkedin.com/in/alanastoltzfus/
Alana leads the Automation & Scaled Insights team at Okta, where she drives efforts to increase customer adoption, retention, and growth at scale as part of the Digital Success motion. Through the delivery of data and insights to customers and customer-facing teams, as well as AI-powered experiences, she has enabled Okta to serve all customers from SMBs (via self-service) to its largest enterprise customers, not just to scale but also to more effectively drive better customer outcomes through deeply personalized experiences. Prior to Okta, Alana worked in roles across customer success, voice of customer, and digital success, most recently at LinkedIn and Atlassian. She lives in the Bay Area with her husband and 2 sons.
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