Nat Onions, CX leader at Customer.io, dives into the importance of data and automation in driving effective customer support and engagement. She shares her experiences from building a customer success program, experimenting with AI tools, and leveraging SMS to scale interactions, while also discussing the significance of diversity and attention to detail in creating impactful digital experiences.

Chapters:
00:02:29 - An early career in design and printing  
00:04:14 - Chaos management learned from beer
00:05:23 - Design and attention to detail in CX  
00:06:39 - Superman fandom and collecting rare items  
00:08:24 - Nat's transition to customer experience leadership  
00:10:21 - Building a customer success program at Customer.io  
00:15:05 - Defining digital in the CX world  
00:18:29 - Launching a virtual assistant for customer support  
00:19:44 - The power of automation in summarizing support tickets  
00:25:31 - Experimenting with AI and automation tools  
00:29:22 - Maximizing SMS for customer engagement  
00:35:41 - Strategies to overcome champion change challenges  
00:44:25 - Gender diversity in tech and leadership

Enjoy! I know I sure did…

Nat's Linkedin: https://www.linkedin.com/in/natalie-onions/

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The Digital Customer Success Podcast is hosted by Alex Turkovic

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