Driving Hybrid Customer Success Through Orchestrated Onboarding with Donna Weber | Episode 024

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

In this episode, I was privileged to be able to sit down with Donna Weber, who literally wrote the book on Onboarding (called Onboarding Matters). The book itself is a fantastic resource for leaders and ICs alike and is aimed at driving a consistent language within an org to ensure that everyone is working together towards positive onboarding outcomes.
Our conversation doesn't just revolve around onboarding however and delves into all sorts of interesting topics related to digital cs:

• How digital motions should assist your high touch CSMs be more efficient and be the specialists
• Start your digital motions where your repetition exists
• Deploying technology before you’re ready for it
• The Orchestrated Onboarding Framework in featured in the book
• Focus on handoff from sales to onboarding and transferring of information
• Hybrid CS and some examples for integrating digital motions in your human motions
• Putting yourself into the shoes of your customer
• Providing context to your customers at all times so that they know where they are in the journey at all times

Favorite quote from this episode: "Systemize the predictable so that you can humanize the exceptional!"
This conversation was both fun and informative and I hope you enjoy it. I know I sure did...
Donna's LinkedIn: https://www.linkedin.com/in/donnaweb/
Website: https://www.donnaweber.com/
Resources Mentioned in this Episode:
Books:

• Onboarding Matters: How Successful Companies Transform New Customers Into Loyal Champions by Donna Weber - https://amzn.to/3QEVbNm
• The Paradox of Choice: Why More is Less by Barry Schwartz - https://amzn.to/46NZUBX
• A More Beautiful Question: The Power of Inquiry to Spark Breakthrough Ideas by Warren Berger - https://amzn.to/49gZ9CP
• The ONE Thing: The Surprisingly Simple Truth Behind Extraordinary Results by Gary Keller & Jay Papasan - https://amzn.to/46PxNCm

Today's episode is sponsored by Vitally. If you're in the market for a feature rich, easy-to-implement CSP - go sign up for a demo at vitally.io/digitalcx. If you take a qualified demo with them, you'll receive a free pair of AirPods!

Thank you to our sponsor, Vitally!
Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr!

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The Digital Customer Success Podcast is hosted by Alex Turkovic

Hoofdstukken

1. Driving Hybrid Customer Success Through Orchestrated Onboarding with Donna Weber | Episode 024 (00:00:00)

2. Digital Customer Success and Onboarding Matters (00:00:38)

3. Customer Onboarding and Handoff Stage Importance (00:13:53)

4. Improving Customer Onboarding and Experience (00:32:56)

5. Asking Questions and Facilitating Group Think (00:46:40)