Elevating CS Within Your Organization with Anita Toth | Episode 033

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

Enter the contest for a Gold Pass ($1300 value!) to the Customer Success Festival in Austin (Feb 13 & 14, 2024) by following these steps:

1. Review the podcast on your platform of choice and send a quick screenshot to [e-mail]
2. Go to this LinkedIn post and Like it: https://www.linkedin.com/feed/update/urn:li:activity:7152780848642068480
3. Leave a comment on that same post about what aspect of CS Festival you're most looking forward to or any questions comments you might have about the event.

Winner will be announced on Jan 31!

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Today's Guest: Anita Toth
There is no denying that there are a ton of amazing people in the CS community. Anita Toth is no exception. She is such a great presence in CS and regularly puts her academia background in full display with well thought through concepts and tangible take-aways that help elevate CS within our organizations.
This conversation was jam packed with really great take-aways including:

• Anita's background in academia
• Her transition into CS and the lessons that it can teach others about approaching transition
• Deep research in CS and looking for patterns
• Standardizing customer feedback, CS inputs, etc. to drive data cleanliness and see trends
• Elevating CS within an organization from the kids table to the adult table
• How to feed CS' valuable customer data to the rest of the company
• Start with Marketing and share details of your top 20% customers - help marketing build an ICP so that they can go help find more of that type of customer
• How our tooling is helping us to produce insights for the business
• CS’ main product should be insights on customer health
• The importance of CS leaders to understand other business leaders’ goals so that we know what insights can help them
• Trust and ethics in adopting GenAI and the inflection point that is coming where we won’t be able to tell the difference between human and algorithm
• Speculating on the future use of GenAI within CS

Anita's LinkedIn
ATI
Churn No More Leadership Workshop
Resources:

• The School of Greatness: Lewis Howes
• Dr. Joe Dispenza
• Doctor Mike

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The Digital Customer Success Podcast is hosted by Alex Turkovic

Chapitres

1. Elevating CS Within Your Organization with Anita Toth | Episode 033 (00:00:00)

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

3. Academic Background and Transition to CS (00:04:06)

4. Standardizing Customer Feedback for Patterns (00:15:27)

5. AI's Impact on Human Relationships (00:33:31)

6. Avatar Technology and Customer Success (00:44:29)