Shows
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Customer Engagement with AI and Self-Service Strategies with Kari Ardalan of Qualtrics | Episode 049Kari Ardalan of Qualtrics is a staple in the CS community and has been leading scaled motions for YEARS - which is sometime that not a lot of people can say. She also sits on Gainsight's Digital Advisory Board - so yeah, she's qualified to talk about this stuff. :-)In this fantastic conversation, we talk about:Building digital first with humans coming in off of the back of those motionsThe evolution of ‘scaled’ from just email and outbound events to a push to come inboundBuilding one place portal where customers can go for everything and wher...2024-04-2344 min
Customer ValuecastKari Ardalan On The Digital Future Of Customer SuccessThe acceleration of digital customer success is being driven by the efficiency and scale needs of the business as well as the changing and increasingly demanding expectations of the modern customer. As organizations strive to meet these demands and boost operational efficiency across the customer journey, the CS function, roles and responsibilities are becoming increasingly more nuanced. While the existence of digital elements in the CS strategy of companies is not new, we’re now seeing the emergence of dedicated Digital CS teams with their own roadmaps, strategies, operations and technologies.
In this episode, host Ross Fulton ch...2023-03-0929 min