Lessons in CX Leadership and Strategy with CX "Superwoman" Nat Onions of Customer.io | Episode 078
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I. · 2024-11-12 · 1h 1m
Episode notes
Nat Onions, CX leader at Customer.io, dives into the importance of data and automation in driving effective customer support and engagement. She shares her experiences from building a customer success program, experimenting with AI tools, and leveraging SMS to scale interactions, while also discussing the significance of diversity and attention to detail in creating impactful digital experiences. Chapters: 00:02:29 - An early career in design and printing 00:04:14 - Chaos management learned from beer 00:05:23 - Design and attention to detail in CX 00:06:39 - Superman fandom and collecting rare items 00:08:24 - Nat's transition to customer experience leadership 00:10:21 - Building a customer success program at Customer.io 00:15:05 - Defining digital in the CX world 00:18:29 - Launching a virtual assistant for customer support 00:19:44 - The power of automation in summarizing support tickets 00:25:31 - Experimenting with AI and automation tools 00:29:22 - Maximizing SMS for customer engagement 00:35:41 - Strategies to overcome champion change challenges 00:44:25 - Gender diversity in tech and leadership Enjoy!