Digital Advice from a CS OG and Innovator with Irit Eizips of CSM Practice | Episode 047

The Digital Customer Experience Podcast

Irit Eizips has been in and around CS for a long time. From being in on the ground floor at Gainsight to running her very successful consultancy, she has been a staple in the CS community and consistently produces fantastic content that we all benefit from!
In this episode, we get into:

• Irit’s days at the early-stage Gainsight and the culture of startups
• Her home in consulting (CSM Practice) vs. being a full time employee
• Being part of CS from the ground floor
• The advancement of CS to where certification and degree programs have enabled college grads an entry into the field
• Digital motions should support the work of humans in CS
• Implementing too much digital without touchpoints along the way can actually have negative customer implications
• Identifying risk in customers who are disengaging with digital programs
• Over-use of email via redundancy and simultaneous emails from multiple organizations
• The use of avatars in digital for communications to make things more fun when appropriate
• Protecting revenue and expansion via process automations to flag risk early before renewal and even close it early
• A few examples of great digital motions and practical advice around designing them
• Designing digital-first motions with client outcomes & a customer journey front and center

Loads of great info in this one. Enjoy! I know I sure did...
Irit's LinkedIn: https://www.linkedin.com/in/eizips/
CSM Practice: https://www.csmpractice.com/
CSM Practice YouTube Channel: https://www.youtube.com/c/CSMPractice
Resources:

• Seven Pillars of Customer Success by Wayne McCulloch: https://amzn.to/3TLXYog
• CCO Playbook by Rod Cherkas: https://amzn.to/3TLXYog
• Onboarding Matters by Donna Webber: https://amzn.to/3TRk9cu

Shoutout:

• Yair Bortinger: https://www.linkedin.com/in/yair-bortinger/
• Yair's episode on CSM Practice Podcast: https://www.youtube.com/watch?v=4pwj634-qu0

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The Digital Customer Success Podcast is hosted by Alex Turkovic