Lessons in CX Leadership and Strategy with CX "Superwoman" Nat Onions of Customer.io | Episode 078

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!

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