The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I. Elevating CS Within Your Organization with Anita Toth | Episode 033
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Today's Guest: Anita Toth
There is no denying that there are a ton of amazing people in the CS community. Anita Toth is no exception. She is such a great presence in CS and regularly puts her academia background in full display with well thought through concepts and tangible take-aways that help elevate CS within our organizations.
This conversation was jam packed with really great take-aways including:
- Anita's background in academia
- Her transition into CS and the lessons that it can teach others about approaching transition
- Deep research in CS and looking for patterns
- Standardizing customer feedback, CS inputs, etc. to drive data cleanliness and see trends
- Elevating CS within an organization from the kids table to the adult table
- How to feed CS' valuable customer data to the rest of the company
- Start with Marketing and share details of your top 20% customers - help marketing build an ICP so that they can go help find more of that type of customer
- How our tooling is helping us to produce insights for the business
- CS’ main product should be insights on customer health
- The importance of CS leaders to understand other business leaders’ goals so that we know what insights can help them
- Trust and ethics in adopting GenAI and the inflection point that is coming where we won’t be able to tell the difference between human and algorithm
- Speculating on the future use of GenAI within CS
Anita's LinkedIn
ATI
Churn No More Leadership Workshop
Resources:
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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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