This solo episode of the DCX podcast is inspired by my recent job transition into a new role leading Customer Experience at Belfry Software. As I've just recently joined, I am actively engaged in the process of uncovering the opportunities which exist for automations to be implemented.

The primary goals of implementing these automations are simple:
1) Find places where automation can enhance the Customer Experience
2) Find areas where automation can improve the Employee Experience

Chapters:
01:05 - New Sponsor: Thinkific Plus
01:30 - Upcoming guests
02:45 - Digital CS Maturity Assessment
03:29 - Alex got a new gig!
04:00 - Topic for today: Where to look for automations
06:43 - Support Data
09:00 - Hours Sentiment Tracking
10:28 - We automate for both the customer and employee experience
11:53 - Frequently Distributed Documentation
14:10 - Onboarding
16:36 - Upsell Automation
17:47 - Pre-Renewal Automation
18:57 - Data Hygiene Automation
22:11 - Customer Scorecards & Actions
25:24 - Manual Process Automation
27:59 - The big red flag no no: Don’t automate without doing it manually first.

Links:
- Monthly Digital & Scale Meetup - digitalsuccess.gradual.us
- Digital CS Maturity Assessment - https://digitalcustomersuccess.com/dcsmaturity

Support the show

+++++++++++++++++

Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.

Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.

Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp

Thank you for all of your support!

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