The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I. Data Hygiene for Great Customer Experiences with Irwin Hipsman of Repetitos | Episode 086
To participate in Irwin's research project, go to https://repetitos.com/research. The first 20 respondents will get a free one-hour session with Irwin!
Irwin Hipsman, Founder at Repetitos, chats with Alex about the importance of data hygiene and how tracking customer movement impacts digital customer success initiatives. The two discuss the challenges of maintaining accurate account health scores, managing segmentation errors, and fostering alignment across teams to optimize customer experiences in an evolving digital landscape.
Chapters:
- 00:00 - Intro
- 04:11 - Digital CS maturity and predictive insights
- 05:11 - Account vs. individual health scores
- 06:12 - The basics of customer database health
- 08:03 - Challenges in tracking customer movement
- 09:26 - Irwin’s path from radio to digital
- 12:54 - Misaligned languages among teams
- 15:57 - What digital CS should strive for
- 21:47 - Prioritizing data cleanup
- 28:16 - Tracking champions who leave
- 32:12 - Keeping data hygiene ongoing
- 36:11 - Segmentation errors and blunders
Enjoy! I know I sure did…
Irwin's Linkedin: https://www.linkedin.com/in/irwinhipsman/
Repetitos: https://repetitos.com/
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The Digital Customer Success Podcast is hosted by Alex Turkovic
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