Talia Root and Brent Hildebrand from Fullstory join the Digital CX podcast to discuss the evolving role of digital customer experience, from in-app engagement to balancing scale with personalization. They share insights on measuring success, prioritizing product development, and the key skills that make a great program manager in the digital landscape.
Chapters:
- 00:03 - Intro
- 04:18 - Talia’s journey from retail to digital success
- 05:42 - Brent’s path from sales to digital CX
- 07:30 - Scale vs. digital: What’s the difference?
- 09:15 - The push for in-app engagement
- 12:09 - Choosing what to build first
- 16:00 - Measuring success: Metrics that matter
- 21:29 - Balancing in-app and email engagement
- 27:15 - What makes a great program manager?
- 33:39 - Digital wins (and fails) in the wild
- 35:19 - Shoutouts to digital leaders
Enjoy! I know I sure did…
Talia's Linkedin: https://www.linkedin.com/in/talia-root/
Brent's LinkedIn: https://www.linkedin.com/in/brent-hildebrand-422a9397/
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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
