The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I. Inside Fullstory’s Approach to In-App Engagement with Talia Root and Brent Hildebrand | Episode 092
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Feb 18, 2025 Talia Root, Senior Manager of Digital Customer Success at FullStory, and Brent Hildebrand, Principal Digital Program Manager, share their expertise in transforming digital customer experiences. They dive into achieving in-app engagement and the balance between scale and personalization. Measuring success through key metrics like active users and renewal rates highlights their strategic focus. They also discuss the skills necessary for effective program management in the evolving digital landscape and share personal insights from their unique career journeys.
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Digital vs. Scaled CS
- Digital customer success scales further than scaled customer success.
- Digital programs address every customer segment and the entire customer journey.
In-App Engagement
- Use in-app messaging tools like Appcues for engagement beyond simple campaigns.
- Create in-app enablement flows and guided tours to enhance product adoption.
Program Prioritization
- Define a clear problem statement before building digital programs.
- Prioritize programs based on potential impact, ease of implementation, and measurable results.