How do you evolve from Customer Education to Scaled CX?
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How do you evolve from Customer Education to Scaled CX?
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It's part two of "Dee and Adam go to the CEdMA conference" and this time, we do get White Castle! Or at the very least, we get tasty nuggets of wisdom from Dee based on her experience evolving her team from Customer Education into a Scaled CX organization that includes several programs and channels, including Digital Customer Success. Dee talks about what it means to make this shift, how owning a segment of customers drives clarity and incentives. She shares design principles she's used to build and lead effective organizations, including optionality, data hygiene, digital as a foundational journey, hybrid digital and field models, experimentation, in-house production and experience design, risk monitoring across the journey, and resisting false dichotomies. She shares how to look at the happy path and off-track path, with smart signals and CTAs along the way. We even talk about how you can improve your presentation game using Miro and "Steve Jobs-style keynote" formats.
Check out Dee's slides here: https://drive.google.com/file/d/1x0zyKQOdskWX8Mr7andJfFj60USDzmk_/view?usp=drive_link