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

  • May 14 2024
  • Length: 38 mins
  • Podcast

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

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

  • Summary

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    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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    Lifetime Value Media
    Lifetime Value aims to serve the audio/video content production and editing needs.

    Support the Show.

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    Like/Subscribe/Review:
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    Website:
    For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.

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    Thank you for all of your support!

    The Digital Customer Success Podcast is hosted by Alex Turkovic

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