Deploying the Right Digital-First Approach Across Your Customer Base
Mark Yatman, Director of Enterprise CS, DriftEmily McGrath, Director, Customer Experience, Drift - Digitalization and automation play a huge role in scaling any Customer Success strategy. But, with a large and diverse customer base, it can be hard to know the right level automation and digital-first touchpoints to incorporate across the customer journey. Join CS leaders from Drift to hear their approach and lessons learned in their shift to a digital-led strategy that spans their entire customer base, including: - Leveraging health scores as an early indicator of potential churn or expansion opportunities- Planning the right engagement approaches across different customer segments - Engaging customers in your product to further automate and scale
