Samantha David, a seasoned digital customer success expert at monday.com, shares her evolution from traditional customer service to innovative digital strategies. She emphasizes the critical role of automation in enhancing customer experience while scaling human connection. Topics include the significance of blending digital tools with personal interactions, navigating customer success in a data-driven world, and the transformative impact of initiatives like 'office hours' in fostering community engagement. Samantha also explores the exciting potential of AI in shaping future interactions.
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Denver, New York, and Chickens
Samantha David started her tech journey in Denver, then moved to New York for 8 years.
She worked at Boston Market next to the test kitchen, bringing home rotisserie chickens.
insights INSIGHT
Hallmark's Corporate Culture
Hallmark's corporate structure includes both innovative and stagnant areas, a mix common in large organizations.
Adapting to change is crucial in today's environment, or you risk becoming disposable.
question_answer ANECDOTE
Journey into Tech
Samantha's tech journey began at Workiva as a CSM, drawn by the ownership and dynamic nature of the role.
She transitioned to Bridgewater to manage a customer support team for an internal startup.
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In 'Orbiting the Giant Hairball,' Gordon MacKenzie explores the challenges of preserving creativity in mature organizations. The book introduces the concept of the 'hairball,' which represents the accumulation of established practices and conformity that can stifle innovation. MacKenzie argues that by 'orbiting' around this hairball, individuals can maintain their unique creative identities while still contributing to the corporate mission. The book is filled with anecdotes, sketches, and practical advice on how to balance creativity with the discipline of business.
Samantha David, a seasoned digital customer success expert, shares her journey from traditional customer service roles to pioneering digital CS strategies. She and Alex discuss the importance of automation, scaling human connection, and blending digital tools with human touchpoints to create proactive, personalized customer experiences.
Chapters: 00:03:36 - From New York hustle to Denver vibes 00:04:17 - Early career tales: Boston Market and Hallmark 00:06:15 - Lessons in evolution at Hallmark 00:08:17 - A journey into tech: Sam's path to digital CS 00:13:25 - What is digital CS, and why does it matter? 00:17:30 - Digital program managers vs. product managers 00:22:31 - Office hours: Scaling human connection 00:28:24 - Building automations to enhance customer success 00:33:38 - Merging digital and human touchpoints 00:38:57 - Digital success hubs inspire a vision 00:41:40 - LinkedIn, meetups, and learning from AI pioneers 00:44:38 - Connect and continue the conversation with Sam
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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
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I. 