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

One of the Digital CS Originals: It’s Lane Holt of Gainsight! | Episode 023

Alex Turkovic, Lane Holt Episode 23
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00:00 | 53:24

As mentioned at the start of this episode, our CS friend Mickey Powell and his family are experiencing hardship with the loss of a mother and brother in very short succession. If you'd like to help:

Thank you!

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Today, I am pleased to offer you this great conversation with one of the original Digital CS practitioners, Lane Holt of Gainsight. When I first got into this whole "digital thing", lane was there for me and helped me shape the program I was working on. She has bravely blazed the trail of this crazy practice and continues to do so with her team, creating some amazing motions focused on personalization.

In this fun discussion, we cover off a number of topics including: 

  • Using your data to know who your customer is and how they are engaging
  • Using your digital motions to keep your contact data fresh
  • Team structure at Gainsight and how the digital, pooled and ops teams interplay
  • Three key skills to look for when hiring for a digital CS role: marketing metrics, customer success, data relationships 
  • Creating digital automations by first doing things manually
  • Digital Business Reviews
  • Where to start: at the customer journey’s milestone moments
  • Three different calendars of events: company, account & persona

As you can see, a lot of info packed into this one.

Enjoy! I know I sure did...

Lane's LinkedIn: https://www.linkedin.com/in/laneholt/

Resources Mentioned in This Episode:

Digital CS Shoutouts:

  • Melissa Allen

Thank you to our sponsor, QueryPal!
QueryPal is an incredible platform for support leaders who want to optimize their operations!

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

🎬 This content was edited by Lifetime Value Media.
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