The Digital CX Podcast · 2024-12-17 · 58 min
Alison Barrett , Head of Scaled Customer Success at Airtable, shares her journey from consulting at Deloitte to shaping scalable customer success strategies at fast-growing tech companies like Slack and Mixpanel. She and Alex discuss the power of ambassador programs, AI use cases in CS, and the importance of cross-functional collaboration in building impactful customer education ecosystems. Chapters: 00:00 - Intro 05:43 - Early career: From Deloitte to startup life 06:32 - Mixpanel & the rise of product analytics 09:06 - Slack's champion program: Fostering in-house advocates 12:29 - Scaling CS: Operations, tools and voice of customer 18:16 - Airtable ambassador program & NDR success story 21:55 - Building AI use cases in CS with Airtable 30:29 - Creating a scalable customer education ecosystem 36:15 - Prioritizing quick wins & standardizing playbooks 37:28 - The power of cross-functional collaboration 41:52 - Empowering teams through mission & vision clarity 45:59 - Capturing executive alignment with walking decks Enjoy! I know I sure did...
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