Elevating CS Within Your Organization with Anita Toth | Episode 033

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

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Today's Guest: Anita Toth
There is no denying that there are a ton of amazing people in the CS community. Anita Toth is no exception. She is such a great presence in CS and regularly puts her academia background in full display with well thought through concepts and tangible take-aways that help elevate CS within our organizations.
This conversation was jam packed with really great take-aways including:

• Anita's background in academia
• Her transition into CS and the lessons that it can teach others about approaching transition
• Deep research in CS and looking for patterns
• Standardizing customer feedback, CS inputs, etc. to drive data cleanliness and see trends
• Elevating CS within an organization from the kids table to the adult table
• How to feed CS' valuable customer data to the rest of the company
• Start with Marketing and share details of your top 20% customers - help marketing build an ICP so that they can go help find more of that type of customer
• How our tooling is helping us to produce insights for the business
• CS’ main product should be insights on customer health
• The importance of CS leaders to understand other business leaders’ goals so that we know what insights can help them
• Trust and ethics in adopting GenAI and the inflection point that is coming where we won’t be able to tell the difference between human and algorithm
• Speculating on the future use of GenAI within CS

Anita's LinkedIn
ATI
Churn No More Leadership Workshop
Resources:

• The School of Greatness: Lew

Today's episode is sponsored by Vitally. If you're in the market for a feature rich, easy-to-implement CSP - go sign up for a demo at vitally.io/digitalcx. If you take a qualified demo with them, you'll receive a free pair of AirPods!

Thank you to our sponsor, Vitally!
Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr!

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The Digital Customer Success Podcast is hosted by Alex Turkovic

Rozdziały

1. Elevating CS Within Your Organization with Anita Toth | Episode 033 (00:00:00)

2. Digital Customer Success Podcast Announcement (00:00:38)

3. Academic Background and Transition to CS (00:04:41)

4. Standardizing Customer Feedback for Patterns (00:18:22)

5. AI's Impact on Human Relationships (00:36:26)

6. Avatar Technology and Customer Success (00:47:24)