Data Hygiene for Great Customer Experiences with Irwin Hipsman of Repetitos | Episode 086

Episode notes

To participate in Irwin's research project, go to . The first 20 respondents will get a free one-hour session with Irwin! Irwin Hipsman , Founder at Repetitos , chats with Alex about the importance of data hygiene and how tracking customer movement impacts digital customer success initiatives. The two discuss the challenges of maintaining accurate account health scores, managing segmentation errors, and fostering alignment across teams to optimize customer experiences in an evolving digital landscape. Chapters: 00:00 - Intro 04:11 - Digital CS maturity and predictive insights 05:11 - Account vs. individual health scores 06:12 - The basics of customer database health 08:03 - Challenges in tracking customer movement 09:26 - Irwin’s path from radio to digital 12:54 - Misaligned languages among teams 15:57 - What digital CS should strive for 21:47 - Prioritizing data cleanup 28:16 - Tracking champions who leave 32:12 - Keeping data hygiene ongoing 36:11 - Segmentation errors and blunders Enjoy!

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