In this episode, we’re joined by Erika Tabacniks, Manager of Customer Success at LinkedIn. Erika shares valuable insights into building a supportive and effective customer success team by harnessing the power of AI and fostering a culture of continuous learning and empathy.

Key Takeaways:

(02:32) Erika defines her pivotal role and responsibilities within customer success 

management at LinkedIn.

(05:55) Using AI to keep customers engaged and drive long-term loyalty.

(11:25) The importance of personalized messaging and AI in user communication.

(17:12) The necessity of open communication for team support and mental health.

(18:42) Strategies for fostering a learning culture within customer success teams.

(19:38) Erika's techniques for encouraging a healthy work-life balance.

(21:02) Boosting morale by recognizing and appreciating team efforts.

(23:36) Proactively using data and AI to address customer needs and preferences.

(24:50) A compelling story of exceptional customer service embodying the Japanese concept of Ikigai.

Resources Mentioned:

LinkedIn Learning

Sign up for a free trial at Zendesk.com

#CX #CustomerService #CustomerExperience