Shows
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Customer Education and The Digital Journey with Erica Akroyd of Pendo | Episode 042I always love talking with people who work within companies that serve the CS community, and this one is no different. Erica was a fantastic guest to have on the show, partly because of the myriad of roles she's played at the company but also because she has done and is doing some pretty cool things in the realm of digital and customer education.In this fascinating conversation we talk about:Her journey into customer education at PendoThe approach to dealing with a new set of circumstances or ambiguityInterplay at Pendo between digital plays and educational...
2024-03-0548 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Putting Humanity Back Into Digital Customer Success with Jon Johnson of UserTesting | Episode 029Jon Johnson is an incredible human. You've likely heard of him as part of the Unchurned BS & CS podcast series in which he shares some of his incredible background and upbringing on a recent episode.Not only is Jon an incredible CS leader, he is also a fantastic musician and writer, which are both topics we discuss as part of our conversation.I had the pleasure of spending this hour+ with Jon a few weeks ago where we begin by talking about music. I present Jon with a quick game of 'this or that' album...
2023-12-051h 16
Unchurned - The No. 1 podcast for Customer SuccessBreaking into and Rocking CS: A Roadmap for Professional Success ft. Erica Akroyd (Pendo.io)Starting as a CSM and transitioning through various roles in customer success (CS Enterprise, CS Mid-market & Scaled CS) and product management, Erica Akroyd has done it all.Erica is currently leading the customer education team at Pendo.ioAlso, Erica has a message for those looking to break into and rock CS.See Jon's hair makeover exclusively on our YouTube channel. Episode Starts at 8:30In this episode, Josh Schachter, Kristi Faltorusso, & Jon Johnson chat with Erica to break down the pros and cons of e...
2023-10-2546 min
Gain Grow RetainSpotlight on Pendo’s Scaled CS ProgramErica Akroyd (Sr. Manager, Scale CS and Programs), Ryan Philpott (CS Program Manager), Charles Helms (Scale CSM) join Jay Nathan today to talk about how Pendo turned lack of staffing into an opportunity to develop an effective scaled model.
They discuss how their scaled approach isn't a one size fits all for their customers, but is more strategic based on needs. They also moved into a strategic thinking realm rather than simply focusing on supporting the 'how-to's' through meeting planning, content creation and utilization, and using human resources where they will be most efficient and effective.
2022-11-0943 min