In this podcast episode, Natalia Andreeva and Kaelon Russell of 15Five share their journey of building a digital customer success program from the ground up. They discuss their approach to content strategy, onboarding experiments, user health scoring, and the importance of cross-functional collaboration, highlighting how they integrate human and digital interactions to optimize customer engagement and business outcomes.

Chapters:
00:00:00 - Intro
00:05:19 - From accidental CrossFit owner to digital CS leader
00:06:22 - Defining digital customer success today
00:10:54 - The birth of 15Five’s digital CS program
00:13:15 - Content’s role in digital CS success
00:17:43 - Measuring success through onboarding experiments
00:19:32 - Building a diverse digital CX team
00:23:39 - Experimenting with abandoned cart campaigns
00:27:46 - Evolving from manual to automated solutions
00:29:22 - Finding the balance: one-on-one vs. digital engagement
00:33:32 - Personalized customer journeys at scale
00:34:47 - User-level health scores in action
00:38:06 - Harnessing data to power CX strategies
00:44:23 - The importance of cross-functional collaboration

Enjoy! I know I sure did…

Natalia’s Linkedin: https://www.linkedin.com/in/scalecx/
Kaelon’s LinkedIn: https://www.linkedin.com/in/kaelonrussell/

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The Digital Customer Success Podcast is hosted by Alex Turkovic

🎬 This content was edited by Lifetime Value Media.
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