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

Putting Humanity Back Into Digital Customer Success with Jon Johnson of UserTesting | Episode 029

Dec 5, 2023

Jon Johnson, CS leader, musician, and writer, shares insights on the interplay between human & digital aspects of customer success, the loss of humanity in digital, workplace trauma & mental health, building real relationships in business, and the importance of personalization in digital customer success.

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Introduction

00:00 • 4min

Casual Banter and Album Favorites

04:09 • 13min

The Interplay between Human and Digital Aspects of Customer Success

17:37 • 18min

Understanding Customer Usage Behavior and Adding Value

35:19 • 18min

The Importance of Personalization in Digital Customer Success

52:54 • 12min

Expressing Gratitude and Recognizing the Support from the Pendo Team

01:04:27 • 2min

Finding and Connecting

01:06:22 • 6min

Jon Johnson is an incredible human. You've likely heard of him as part of the Unchurned BS & CS podcast series in which he shares some of his incredible background and upbringing on a recent episode.

Not only is Jon an incredible CS leader, he is also a fantastic musician and writer, which are both topics we discuss as part of our conversation.

I had the pleasure of spending this hour+ with Jon a few weeks ago where we begin by talking about music. I present Jon with a quick game of 'this or that' album. After that, it was time to get down to business discussing a variety of amazing topics:

The interplay between human & digital
How digital is the empowerment of a CSM and the customer journey
Segmentation by behavior & usage based personas
The loss of humanity in Digital
Digital makes up the 80%, but the 20% human engagement is what makes a digital motion successful
Using the time that you have with your customers effectively and maximizing for building rapport and relationships
Workplace trauma, mental health, emotional intelligence in leadership and building REAL relationships in business
How a one-size-fits-all approach cannot fit all customers
Your digital program can be 1:1. “Personalization with a Purpose”
Jon's tactical approach to building a digital engagement strategy

Enjoy! I know I sure did...

Jon's LinkedIn: https://www.linkedin.com/in/jonwilliamjohnson/
Measure Over Method Newsletter: https://measureovermethod.com/
Wild Coast (Jon's Band): https://open.spotify.com/artist/17TwPEUjOWx4BESKVsqrPK
Unchurned Podcast: https://blog.update.ai/blog/category/unchurned-podcast/

Resources:

Principles by Ray Dalio: https://amzn.to/3Ncg2Fo

Shoutouts:

Jon's CS Team at Pendo
- Erica Akroyd: https://www.linkedin.com/in/esakroyd/
- McKenna Claffey: https://www.linkedin.com/in/mckenna-claffey/
- Katie Latta: https://www.linkedin.com/in/katielatta/
- Samantha Walker: https://www.linkedin.com/in/samantha-walker-62a45649/

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The Digital Customer Success Podcast is hosted by Alex Turkovic

🎬 This content was edited by Lifetime Value Media.
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