Deploying the Right Digital-First Approach Across Your Customer Base

Session Abstract

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