Yesterday,
We had 2,340 registrations and over 700(!!!) live attendees for the session 
- and if you missed it and are now feeling the FOMO, you can check out the on-demand recording here! 
We also had SO many great questions submitted during the session we didn’t have a chance to answer them all live - a few examples including:
- Q: Who do you recommend as the owner of administering and generating the content in the guided workflows and knowledge base? CS Ops, CSMs, a digital CS team etc.?
- Q: How do you effectively shift focus of In-App experience from being PRODUCT owned/driven, and being more CS Driven and Customer focused?
- Q: How do you envision the impacts of digital CS working in conjunction with the sales and account management orgs? How do you envision improving these partnerships?
- Q: When working with CS Mktg to run digital nurtures how do you align tools (Eloqua, Marketo vs GS.) on priorities, metrics and business outcomes?
One theme from these questions is who owns what and when different teams intersect in a digital-led customer program. A key aspect to answer these questions is that cross-functional teams are key.
During the webinar, Harshi and Tyler spoke about how a ‘Tiger Team’ is a great place to start in aligning product, CS, marketing and other stakeholders around your digital strategy. One goal of Digital CS is to make your customer’s end to end experience seamless - which means that no matter what team they are hearing from - and whether the message is digital or human - the guidance and content all reflects the same tone and direction.