From B2C to B2B: Simplicity is Key in Digital CS with Ed Powers | Episode 087

Episode notes

Ed Powers , Principal Consultant at Service Excellence Partners, discusses in depth the measurable impact of digital customer success on revenue retention and long-term loyalty. He and Alex discuss lessons from B2C industries, the importance of viewing the full customer journey, and how companies can embrace constant innovation to scale effectively while avoiding common mistakes in digital CX strategies. Chapters: 00:00 - Intro 03:01 - Early career lessons at HP 04:01 - Transitioning from hospitality to tech 05:20 - The bridge between B2C and B2B CX 10:53 - CS impact on revenue retention 16:15 - Why exit interviews matter 20:50 - Seeing the customer's true journey 34:37 - Simplifying scale: Peloton and Ben & Jerry's 40:49 - Root causes vs. symptoms in digital motions 43:28 - Constant innovation and experimentation Enjoy! I know I sure did… Ed's Linkedin: Support the show +++++++++++++++++ Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com .