In this episode of the Digital CX podcast, Jess Osborn shares insights from her career journey, discussing her experiences with customer success, account management, and scaling global teams at companies like Bazaarvoice and, currently, GoCardless. She emphasizes the importance of action-based onboarding, digital tools in renewals, and the evolving landscape of customer experience, while also addressing challenges in today’s job market and career development in digital CS.

Chapters:
06:18 - A start in account management
12:17 - Revenue ownership in customer success
15:14 - Scaling customer success globally
17:01 - Digitizing renewals and the customer experience
19:25 - Job market challenges and pivots
24:39 - Breaking into digital CS: Key skills and focus
30:20 - Strategic relationships in CX and CS
33:34 - Redefining onboarding with action-based metrics
37:51 - Immersive digital experiences in B2C

Enjoy! I know I sure did...

Jess' LinkedIn: https://www.linkedin.com/in/jessicareserosborn/

Content:

• Unlocking Us with Brené Brown: https://brenebrown.com/podcast-show/unlocking-us/
• Blinkist: https://blinkist.o6eiov.net/JzEe1a

Shoutouts:

• CS Collective
• Layton Chainey: https://www.linkedin.com/in/laytonchaney/
• Sue Nabeth Moore: https://www.linkedin.com/in/sue-nabeth-moore-6470905/

Today's episode is sponsored by Vitally. If you're in the market for a feature rich, easy-to-implement CSP - go sign up for a demo at vitally.io/digitalcx. If you take a qualified demo with them, you'll receive a free pair of AirPods!

Thank you to our sponsor, Vitally!
Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr!

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The Digital Customer Success Podcast is hosted by Alex Turkovic