The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

The Power of Hyper-Personalized Content for Customer Success with Nik Mijic of Matik | Episode 043


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Nik Mijic, co-founder of Matik comes to us this week with not only a fascinating back-story, but some great CS-related content as we discuss a wide variety of very timely and important topics. 

In this episode, we talk about:

  • How Matik automates the creation of content with personalized data, primarily for CS and Sales
  • The current state of the ‘digital business review’
  • A good understanding of your data is needed for a quality DBR
  • Sending out one-pagers based on usage milestones or monthly project status updates - automagically
  • A lot of people are scared of negative data, but using it to highlight customer improvement opportunities is key
  • The importance of benchmarking cohorts of customers to help them grow and act on the adoption of the product
  • Keeping a library of common customer objectives and content/measurements to help them along that path
  • Moving beyond rules-based automations in favor of GenAI improvements of the inputs that would normally feed your automations to make them even better.
  • Savvy sales teams are taking post-sale data and aggregating business value cases out of it to help set expectations
  • Nobody’s data is perfect - don’t let that keep you from getting something in place
  • Feedback loops are very important in Digital CS to make sure you are constantly monitoring what is working and what is not working
  • The Kirkpatrick model, typically used in L&D can also be used in other ways to measure the short and long term efficacy of your programs and content

Enjoy! I know I sure did...

Nik's LinkedIn: https://www.linkedin.com/in/nikola-mijic-9012201b/
Matik: https://www.matik.io/

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The Digital Customer Success Podcast is hosted by Alex Turkovic

🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com


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The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.By Alex Turkovic

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