The acceleration of digital customer success is being driven by the efficiency and scale needs of the business as well as the changing and increasingly demanding expectations of the modern customer. As organizations strive to meet these demands and boost operational efficiency across the customer journey, the CS function, roles and responsibilities are becoming increasingly more nuanced. While the existence of digital elements in the CS strategy of companies is not new, we’re now seeing the emergence of dedicated Digital CS teams with their own roadmaps, strategies, operations and technologies.

In this episode, host Ross Fulton chats with Kari Ardalan, Global Head of Digital and Scale Success, about her experience building a digital CS function and how you can achieve operational efficiency with the power of digital customer success strategies.