Inside the Build of 15Five's Digital CS Program w/ Natalia Andreeva & Kaelon Russell | Episode 073

Episode notes

In this podcast episode, Natalia Andreeva and Kaelon Russell of 15Five share their journey of building a digital customer success program from the ground up. They discuss their approach to content strategy, onboarding experiments, user health scoring, and the importance of cross-functional collaboration, highlighting how they integrate human and digital interactions to optimize customer engagement and business outcomes. Chapters: 00:00:00 - Intro 00:05:19 - From accidental CrossFit owner to digital CS leader 00:06:22 - Defining digital customer success today 00:10:54 - The birth of 15Five’s digital CS program 00:13:15 - Content’s role in digital CS success 00:17:43 - Measuring success through onboarding experiments 00:19:32 - Building a diverse digital CX team 00:23:39 - Experimenting with abandoned cart campaigns 00:27:46 - Evolving from manual to automated solutions 00:29:22 - Finding the balance: one-on-one vs. digital engagement 00:33:32 - Personalized customer journeys at scale 00:34:47 - User-level health scores in action 00:38:06 - Harnessing data to power CX strategies 00:44:23 - The importance of cross-functional collaboration Enjoy!