Jill Sawatzky, the Chief Customer Officer at Thought Industries joins Jon Johnson and Josh Schachter, as they discuss the impact of rotating leaders within an organization aiming to gain empathy and cross-functional skills. They also explore the importance of in-person customer interactions and continuously enhancing the customer experience to meet evolving business needs using digital CS.

Timestamps

0:00 - Preview

1:22 - BS & Intros

3:22 - Meet Jill

4:50 - Merger of Totango & Catalyst

5:55 - Josh pokes fun at Jon

7:53 - Do less, better together

11:53 - Communicating customer requirements to the product team

14:55 - One-to-many high tough digital CS

16:45 - Technical investigations team saves CSMs from burnouts

21:21 - Here's what CSMs need to focus on

23:30 - Meeting customers in-person

32:15 - Rotating leaders to understand customer needs better

35:43 - Benefits of having a support leader doing customer education

39:30 - Jill's experience executing the rotation

45:17 - Closing

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👉 Past guests on The Unchurned Podcast include ⁠⁠⁠⁠Nick Mehta (GainSight)⁠⁠⁠⁠, ⁠⁠⁠⁠Mike Molinet (Branch)⁠⁠⁠⁠, ⁠⁠⁠⁠Edward Chiu (Catalyst)⁠⁠⁠⁠,⁠⁠⁠⁠ Kristi Faltorusso (Client Success)⁠⁠⁠⁠, and customer success leaders and CCOs from top companies like  ⁠⁠⁠⁠Cloudflare⁠⁠⁠⁠,  ⁠⁠⁠⁠Google⁠⁠⁠⁠, ⁠⁠⁠⁠ Totango⁠⁠⁠⁠,⁠⁠⁠⁠  Zoura⁠⁠⁠⁠, ⁠⁠⁠⁠Workday⁠⁠⁠⁠, ⁠⁠⁠⁠Zendesk⁠⁠⁠⁠, ⁠⁠⁠⁠Braze⁠⁠⁠⁠, ⁠⁠⁠⁠BMC Software⁠⁠⁠⁠, ⁠⁠⁠⁠Monday.com⁠⁠⁠⁠, and best-selling authors like ⁠⁠⁠⁠Geoffrey Moore⁠⁠⁠⁠ and ⁠⁠⁠⁠Kelly Leonard⁠⁠⁠⁠.