The Digital CX Podcast · 2024-11-19 · 39 min
In this episode of the Digital CX Podcast, host Alex Turkovic chats with Scott Wilder, Head of Digital Success at Clari with a wealth of previous experience from Google, Adobe, and HubSpot among others. The conversation explores leveraging AI for customer success, integrating data across platforms, and adopting B2C innovation to enhance digital experiences in the B2B space. Chapters: 04:02 - Transition to digital growth 06:57 - Inbound vs. outbound digital CX 08:35 - The struggle with platform silos 10:01 - AI in Clari’s CX strategy 11:53 - Chatbots and federated search 13:12 - Building the business case for AI 14:32 - Customer-driven innovation in CS 16:59 - Tackling data hygiene challenges 19:45 - Fun approaches to data cleanup 21:01 - Selecting the right chatbot vendor 24:05 - Embracing B2C innovation in B2B 28:23 - SMS as an untapped B2B strategy 30:30 - Exploring AI and educational resources Enjoy! I know I sure did… Scott's Linkedin:
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