The Art of Balancing Digital and Human Touch in CS

Session Abstract

The days of considering digital as merely a segment are long gone. Today, digital customer success is a necessary strategy to support customers of all sizes and is critical to achieving durable growth. But how can you implement this strategy effectively without losing the human touch? Angie DeLaRosa, Assoc. Director of Customer Success at NAVEX will dive into how they blend human and digital outreach. Learn how they saved over 16K hours, increased their experience survey scores and grew returns to over 500%.Learn the simple, actionable steps to:- Combine digitally led and human-supported strategies, and vice versa- Streamline workflows to improve both the customer and CSM experience- Use AI to enhance digital processes while still taking a human-first approach- Deploy a multi-channel, automated approach to scale CS across multiple departments