Digital Customer Success with and Engineering Mindset with Bhavika Kochhar | Episode 032

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

Bhavika Kochhar is one of those amazing individuals that does an incredible amount of service to the CS community and seemingly eats, sleeps & breaths customer success. She's been in the trenches as a CSM and is now pursuing her Masters in Engineering Management, where she is focused on pulling technical prowess into CS.
I loved this conversation with Bhavika because she provided a lot of tactical advice, not only for leaders but also front-line CSMs on the mindset and general operations of great digital programs. Topics in our conversation include:

• How her love of tech brought her to the Engineering Management Masters program at Duke
• Even as a CSM - you can go an automate things to make your job better
• DCS isn’t replacing the CSM - it’s in service of the CSM to make them more efficient
• The benefit of being technically proficient on your product and your own tech stack/integrations
• Your customers shouldn’t know that they are interfacing with different teams and systems. It should feel cohesive.
• Gender and racial diversity in CS and tech
• Effective cross collaboration with other departments
• Asking questions is so important in getting to know other functions - being naturally curious is good

Such great info from such a sweet person. I hope you enjoy...because I sure did!
Bhavika's LinkedIn: https://www.linkedin.com/in/bhavikak/
Bhavika's Website: https://www.bhavikakochhar.com/
CS Ladies initiative: https://www.linkedin.com/company/csladies/
Resources:

• Customer Success Mindset: Building Customer-Centricity into the DNA of your Growth Strategy by Jyo Shukla: https://amzn.to/3vtw6N6
• The AI Empowered Customer Experience: A CX practitioner's guide to the possibilities and risks of AI by Simon Kriss: https://amzn.to/41Ob7R0

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The Digital Customer Success Podcast is hosted by Alex Turkovic

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1. Digital Customer Success with and Engineering Mindset with Bhavika Kochhar | Episode 032 (00:00:00)

2. The Digital Customer Success Podcast (00:00:03)

3. Exploring Digital Customer Success and Automation (00:10:02)

4. Engineering and Customer Success Management Relationship (00:16:04)

5. AI and Diversity in Customer Success (00:22:44)