Keeping the 'Human' in Digital CS

  • 28 March 2023
  • 1 reply

Last week I attended the  Gainsight's webinar, “Digital Customer Success - The Secrets to Delivering a Human-First Experience” and could not have been more excited to see the emphasis on Community as one of the key aspects of digital success. Loved hearing Lane HoltTori Jeffcoat and Seth Wylie share their thoughts!

Key takeaways as a Community pro -

Community shouldn’t be treated as a silo - Instead assess where along the customer journey that Community is a natural touchpoint. Integrating Community into your product, your website and your content helps support the human connection.

Relevancy is key to any digital success strategy - Saying you want to give customers what they want, where, when they want it is one thing, but thoughtful personalization requires understanding actual journeys, touchpoints and content that supports a human-first experience is the only way to be successful.

And lastly, one that I love especially -

Start small and experiment. There’s all kinds of ways to meet your customer where they are - in-product, on your website, in email, or across the web. Pick a few areas to focus on and try some things out to see what resonates.

There was so much more awesome discussion in this session, but that’s what stood out most to me. It's available on-demand if you want to check it out -

1 reply

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Thank you for sharing this @kwilliams212 🙌🏼