State of the Industry and Promise of AI with Jeff Heckler | Episode 052

The Digital Customer Experience Podcast

Link to Matik's Scale + CS Virtual Conference: https://bit.ly/scalecs-aturkovic.
Today, I'm joined by Jeff Heckler - a CS veteran with a lot of wisdom to share around the state of the industry, the AI tools with the most promise, and Slack overwhelm.
In this episode, we cover a wide variety of topics, including:

• 00:00:00 - Welcome To The Digital Customer Experience Podcast
• 00:01:31 - Join The Matik Conference, Earn A $20 Uber Eats Gift Card Giveaway
• 00:02:56 - Introduction
• 00:04:21 - Leaving Business Intelligence & Falling Into Software
• 00:10:17 - Digital Customer Success Since Covid-19
• 00:11:43 - The Rise Of QR Code
• 00:13:19 - Contraction In Headcounts And Budgets
• 00:14:51 - The Economics Of AI And Tech’s Current Struggles In Today’s Economy
• 00:16:26 - The Most Prominent Digital Trends In CS
• 00:19:36 - Leveraging Ai Chat Bots For Support Ticket Deflection, Among Other Things
• 00:20:58 - Communication Overload And Digital Emotions
• 00:22:29 - Optimizing Digital Workflows And Tools
• 00:23:58 - The Stickiness Of Tools
• 00:25:34 - Learning From Mistakes And Cross-Functional Allegiances
• 00:27:05 - Setting Up A Cadence For Product Sales Marketing Support
• 00:28:20 - Shifting Mindset For Customer Success Managers
• 00:29:36 - The Importance Of Cross Collaboration
• 00:31:01 - Shout Out To Dickey Singh And Cast.App

Enjoy! I know I sure did...
Jeff's LinkedIn: https://www.linkedin.com/in/jeffheckler/
Shoutouts:

• Irit Eizips: https://www.linkedin.com/in/eizips/
• Dickey Singh of Cast.app: https://www.linkedin.com/in/dickey/

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This episode was edited by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young. Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals. Lifetime Value is offering select services at a deeply discounted rate for a limited time. Navigate to lifetimevaluemedia.com to learn more.
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The Digital Customer Success Podcast is hosted by Alex Turkovic