The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I. Inside Fullstory’s Approach to In-App Engagement with Talia Root and Brent Hildebrand | Episode 092
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Feb 18, 2025 Talia Root, Senior Manager of Digital Customer Success at FullStory, and Brent Hildebrand, Principal Digital Program Manager, share their expertise in transforming digital customer experiences. They dive into achieving in-app engagement and the balance between scale and personalization. Measuring success through key metrics like active users and renewal rates highlights their strategic focus. They also discuss the skills necessary for effective program management in the evolving digital landscape and share personal insights from their unique career journeys.
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Talia's Career Journey
- Talia Root's career began in traditional retail at Pottery Barn.
- She transitioned to tech, working with digital customer success at Notarize, ServiceTitan, Okta, and now FullStory.
Brent's Career Path
- Brent Hildebrand started as a project manager and transitioned to a sales role (SDR) at FullStory.
- He later moved to customer success, then onboarding, scaled customer success, and finally, digital programs.
Digital vs. Scaled CS
- Digital customer success scales further than scaled customer success.
- Digital programs address every customer segment and the entire customer journey.