Inside Fullstory’s Approach to In-App Engagement with Talia Root and Brent Hildebrand | Episode 092

Episode notes

Talia Root and Brent Hildebrand from Fullstory join the Digital CX podcast to discuss the evolving role of digital customer experience, from in-app engagement to balancing scale with personalization. They share insights on measuring success, prioritizing product development, and the key skills that make a great program manager in the digital landscape. Chapters: 00:03 - Intro 04:18 - Talia’s journey from retail to digital success 05:42 - Brent’s path from sales to digital CX 07:30 - Scale vs. digital: What’s the difference? 09:15 - The push for in-app engagement 12:09 - Choosing what to build first 16:00 - Measuring success: Metrics that matter 21:29 - Balancing in-app and email engagement 27:15 - What makes a great program manager? 33:39 - Digital wins (and fails) in the wild 35:19 - Shoutouts to digital leaders Enjoy! I know I sure did… Talia's Linkedin: Brent'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 .