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

Building Community in Digital Customer Success with Marie Lunney | Episode 030

Dec 12, 2023

Marie Lunney, seasoned digital CS leader and founder of DCS Connect Slack community, discusses digital CS before it was called DCS, cross-coordination with other departments, employee satisfaction, data hygiene, digital business reviews, hiring for Digital CS, and the branding implications of a good digital CS program.

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Introduction

00:00 • 4min

Building Relationships in Digital Customer Success

04:23 • 15min

Importance of Data and Challenges of Contact Information

19:20 • 11min

Digital Customer Success and Personalization

30:29 • 9min

Exploring Content for Digital Customer Success

39:48 • 2min

Showcasing Tech Stack and Mention of Elizabeth Cortland

42:12 • 3min

Marie Lunney joins us this week in a whirlwind conversation in which we cover a lot of ground. Not only is she a seasoned digital CS leader, including her current role at Top Employers Institute, but she's also founder of the DCS Connect Slack community.

In this fun filled 45 minutes, Marie and I dig into:

Digital CS before it was called DCS
Cross-coordination with other departments around the Customer Journey
How employee satisfaction plays into a healthy digital journey
The DCS Connect Community
The many variables involved in Digital CS
Evolution of digital away from segment coverage and into broader operations
Data hygiene and knowing who your customer contact personas are
Strategies for cleaning up your data
Digital business reviews & checking in digitally with your customers
The branding implications of a good digital CS program
Comparing customers to their peers to drive behaviors
Hiring for Digital CS and how your most tenured CSMs may not be an ideal fit for the role.

Enjoy! I know I sure did...

Marie's LinkedIn: https://www.linkedin.com/in/marielunney1/
Join DCS Connect: https://airtable.com/appLGhZyujOoYp8BQ/shr4ixoZmB8hBoLbM
The Digital CS Sweet Spot: https://digitalcustomersuccess.com/dcs-sweet-spot/

Resources:

CS Insider: https://www.csinsider.co/
Generalist World: https://www.generalist.world/

Shoutout:

Elisabeth Courland: https://www.linkedin.com/in/elisabeth-c-8a811118/

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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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