Speaker: Talia Root - Senior Manager, Digital Customer Success at Fullstory

In today's customer-centric landscape, scaling success efficiently is paramount. This session delves into the critical role of crafting a comprehensive digital customer journey and deploying targeted programs to support it. We'll explore how to leverage digital strategies to reach every user, regardless of segment or ARR.

We'll emphasize the importance of close collaboration between digital customer success and traditional customer success management teams. By aligning on the customer journey, identifying key milestones, and coordinating activities, organizations can ensure a seamless and impactful customer experience. This session will showcase how digital tools can deliver personalized value and drive adoption at scale, complementing the strategic guidance provided by CSMs.