Questions for now - Compelling perspectives on digital CX

TELUS Digital

Listen to Questions for now to hear big thinkers discuss today’s big questions in digital CX. Featuring thought leaders from beloved brands and influential institutions, Questions for now is packed full of compelling perspectives and actionable insights.

  1. How can brands scale their digital customer success programs efficiently? (feat. Samantha David of monday.com)

    JUN 23

    How can brands scale their digital customer success programs efficiently? (feat. Samantha David of monday.com)

    On this episode, we explore how B2B SaaS platform monday.com has scaled its digital customer success programs to support rapid growth — and how these programs are optimized to meet each customer at their specific point along the customer journey. As businesses expand, there are more customers to support and the same amount of time in each day. That means customer success teams face the challenge of ensuring clients derive maximum value from products or services at scale. This growth can make providing consistent one-to-one support, particularly to smaller customers, increasingly difficult. To strategically support its expanding customer base, monday.com introduced office hours — scheduled sessions where small groups of customers receive live training from a customer success manager (CSM), followed by dedicated time for questions and answers. Listen for the informative insights of Samantha David, digital customer success program manager at monday.com, as she shares valuable insights on how office hours complement monday.com’s traditional customer success approaches. Learn how monday.com leverages customer segmentation and data-driven insights to deliver tailored support at scale, and discover best practices for CSMs looking to implement similar digital content strategies in their own organizations. Visit our website to learn more about TELUS Digital.

    30 min
  2. Is experience management the new customer experience? (feat. Ian Golding and Diane Magers)

    FEB 25

    Is experience management the new customer experience? (feat. Ian Golding and Diane Magers)

    On this episode, we explore whether it’s time for leaders to reframe their thinking from traditional customer experience to experience management.  Although brands may understand that customer experience is essential to success, they often overlook the importance of other stakeholders. The term “experience management” goes beyond that interaction between brand and customer, encompassing the experiences of employees, vendors, shareholders and more.  Listen for the actionable insights of Ian Golding, author, founder and CEO of Customer Experience Consultancy, and Diane Magers, author, founder and CEO of Experience Catalysts. Our guests share how brands can adapt their mindsets and practices to embrace this more inclusive approach, offering practical strategies for implementation. Visit our website to learn more about TELUS Digital. Show notes Ian’s book, Customer What?: The honest and practical guide to customer experience, is available wherever books are sold.Diane’s book with Michael Hinshaw, Experience Rules!: The Experience Operating System (XOS) and 8 Keys to Enable It, is available wherever books are sold.Discover the digital customer experience priorities of enterprise leaders with survey results from TELUS Digital, in collaboration with Statista.Find out more about investing in agent engagement in the TELUS Digital article Call Center Basics: A Return to Fundamentals

    37 min

Ratings & Reviews

5
out of 5
3 Ratings

About

Listen to Questions for now to hear big thinkers discuss today’s big questions in digital CX. Featuring thought leaders from beloved brands and influential institutions, Questions for now is packed full of compelling perspectives and actionable insights.