In this insightful episode, host Elizabeth Italiano sits down with Lukas Alexander, VP of Customer Success at ChurnZero, to explore the best practices and strategies for building and executing a successful digital customer success (CS) program.

Lukas, with his extensive experience in both customer success and operations, shares his journey from leading client success at Cision to his current role at ChurnZero, where he champions innovative digital CS solutions.

Key Takeaways:

• The difference between Digital CS and Scaled CS and how they complement each other.
• Essential components to consider when building a digital CS strategy from scratch.
• How to maintain personalized engagement in a scaled, digital environment.
• The role of segmentation and data in crafting effective digital CS strategies.
• Common pitfalls to avoid when implementing digital CS initiatives.
• Emerging trends in digital CS, including predictive analytics and emotional intelligence.

Whether you're new to digital CS or looking to refine your approach, this episode is packed with actionable insights to help you elevate your customer success game.

🔗 Connect with Lukas Alexander on LinkedIn: Lukas Alexander LinkedIn 🔗 Learn more about ChurnZero: ChurnZero