74. Using Tech to Scale the Human Touch and Build Community w/ Stef Caldwell

Everyone tracks some form of data. (We track quite a lot of it if we’re rolling with the times.) But amassing data isn’t meaningful unless we can create a narrative out of the facts.   For example, if you just looked at the cold data of the COVID-19 pandemic, you’d start to feel pretty hopeless, but if the data started to produce fact-based stories, we humans would start to be able to understand it and use it to make decisions.   Even greater than comprehending data using narrative is creating community with data. Our guest today is an expert at both, a person who spends most of her time analyzing not just what the data is saying but how it can serve people by connecting customers not just to her company, but to each other.    In this episode, I interview Stef Caldwell, the Senior Customer Success Leader and Community Architect at Narrative Science, about customer experience and customer success.    What we talked about:   - What your data can and can’t tell you about your customers   - What the relationship is between CS and CX   - Why we must scale the human touch in Customer Success   - Why to create community around your core beliefs   - How Stef founded Manifest to address the missing rung — the first step that carries women into management   Check out these resources we mentioned during the podcast:   - Manifest   - Lululemon    - Goal setting with Michael Hyatt   - James Clear’s Atomic Habits   - Charles Duhigg’s Power of Habit   Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play, or Google Podcasts, and find more episodes on our blog.