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Airtable’s Journey to Scalable Customer Success with Alison Barrett | Episode 083
Manage episode 455955478 series 3479744
Alison Barrett, Head of Scaled Customer Success at Airtable, shares her journey from consulting at Deloitte to shaping scalable customer success strategies at fast-growing tech companies like Slack and Mixpanel. She and Alex discuss the power of ambassador programs, AI use cases in CS, and the importance of cross-functional collaboration in building impactful customer education ecosystems.
Chapters:
- 00:00 - Intro
- 05:43 - Early career: From Deloitte to startup life
- 06:32 - Mixpanel & the rise of product analytics
- 09:06 - Slack's champion program: Fostering in-house advocates
- 12:29 - Scaling CS: Operations, tools and voice of customer
- 18:16 - Airtable ambassador program & NDR success story
- 21:55 - Building AI use cases in CS with Airtable
- 30:29 - Creating a scalable customer education ecosystem
- 36:15 - Prioritizing quick wins & standardizing playbooks
- 37:28 - The power of cross-functional collaboration
- 41:52 - Empowering teams through mission & vision clarity
- 45:59 - Capturing executive alignment with walking decks
Enjoy! I know I sure did...
Alison's LinkedIn: https://www.linkedin.com/in/alison-barrett-cs/
This episode of the DCX Podcast is brought to you by Thinkific Plus, a Customer Education platform designed to accelerate customer onboarding, streamline the customer experience and avoid employee burnout.
For more information and to watch a demo, visit https://www.thinkific.com/plus/
+++++++++++++++++
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.
Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com
Hoofdstukken
1. Airtable’s Journey to Scalable Customer Success with Alison Barrett | Episode 083 (00:00:00)
2. Building Digital Customer Experience Programs (00:00:31)
3. Champion and AI Programs Discussion (00:17:34)
4. Scaling Digital Customer Education Programs (00:30:33)
5. Building High-Impact Customer Programs (00:37:06)
6. Building Executive Alignment and Cross-Functional Collaboration (00:48:36)
88 afleveringen
Airtable’s Journey to Scalable Customer Success with Alison Barrett | Episode 083
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.
Manage episode 455955478 series 3479744
Alison Barrett, Head of Scaled Customer Success at Airtable, shares her journey from consulting at Deloitte to shaping scalable customer success strategies at fast-growing tech companies like Slack and Mixpanel. She and Alex discuss the power of ambassador programs, AI use cases in CS, and the importance of cross-functional collaboration in building impactful customer education ecosystems.
Chapters:
- 00:00 - Intro
- 05:43 - Early career: From Deloitte to startup life
- 06:32 - Mixpanel & the rise of product analytics
- 09:06 - Slack's champion program: Fostering in-house advocates
- 12:29 - Scaling CS: Operations, tools and voice of customer
- 18:16 - Airtable ambassador program & NDR success story
- 21:55 - Building AI use cases in CS with Airtable
- 30:29 - Creating a scalable customer education ecosystem
- 36:15 - Prioritizing quick wins & standardizing playbooks
- 37:28 - The power of cross-functional collaboration
- 41:52 - Empowering teams through mission & vision clarity
- 45:59 - Capturing executive alignment with walking decks
Enjoy! I know I sure did...
Alison's LinkedIn: https://www.linkedin.com/in/alison-barrett-cs/
This episode of the DCX Podcast is brought to you by Thinkific Plus, a Customer Education platform designed to accelerate customer onboarding, streamline the customer experience and avoid employee burnout.
For more information and to watch a demo, visit https://www.thinkific.com/plus/
+++++++++++++++++
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.
Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com
Hoofdstukken
1. Airtable’s Journey to Scalable Customer Success with Alison Barrett | Episode 083 (00:00:00)
2. Building Digital Customer Experience Programs (00:00:31)
3. Champion and AI Programs Discussion (00:17:34)
4. Scaling Digital Customer Education Programs (00:30:33)
5. Building High-Impact Customer Programs (00:37:06)
6. Building Executive Alignment and Cross-Functional Collaboration (00:48:36)
88 afleveringen
Alle afleveringen
×1 Building Automations That Enhance Customer Experience with Samantha David of Monday.com | Ep. 081 49:12
1 Where to Find Automation Opportunities to Improve Customer AND Employee Experience | Episode 080 35:26
1 Lessons in CX Leadership and Strategy with CX "Superwoman" Nat Onions of Customer.io | Episode 078 55:19
1 Scaling Customer Education for Digital CS with Adam Avramescu of Personio & the CELab Podcast | Episode 077 46:28
1 Enhancing CX with Targeted Campaigns...and LinkedIn Ads! with Kat Breeggemann of Automox | Episode 076 53:33
1 Digital Customer Success Maturity Model Assessment Launch and Post Churn-In Q&A | Episode 075 25:07
1 Scrappy Automations that Boost Customer Success ROI w/ Joe Di Grande of Joe Does Tech Touch | Episode 074 40:11
1 Inside the Build of 15Five's Digital CS Program w/ Natalia Andreeva & Kaelon Russell | Episode 073 52:35
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