Not only does Delores Cooper of Zendesk have a pretty amazing back story, she's also doing some pretty amazing things with a small and scrappy team at Zendesk. Short form video has become an increasingly popular medium for distribution of content and Zendesk is utilizing this as part of their digital enablement strategy.

In this conversation, we talk about:

Delores' entry into tech from social work & psychology
Timing of digital motions along the customer journey
Dealing with variables such as industry-specific differences
Team structure at Zendesk to support digital & scaled program
Getting scrappy with resources and cross-functional departments to help build the program
Short-form content as part of the ‘Success on Zendesk’ program
Using data to determine what content to produce
Distribution model for video-based learning
Taking learnings from B2C on how to interject more human language into B2B

Delores' LinkedIn: https://www.linkedin.com/in/delorescooper/
DCS Connect Community: https://airtable.com/appLGhZyujOoYp8BQ/shr4ixoZmB8hBoLbM

Shoutouts:

Grace Maxon: https://www.linkedin.com/in/grace-lofgren-maxon-a98049156/
Cooper Roe: https://www.linkedin.com/in/cooper-roe/

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The Digital Customer Success Podcast is hosted by Alex Turkovic

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Video Micro-Learning at Scale with Delores Cooper of Zendesk | Episode 044