Customer Education and The Digital Journey with Erica Akroyd of Pendo | Episode 042

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

I always love talking with people who work within companies that serve the CS community, and this one is no different. Erica was a fantastic guest to have on the show, partly because of the myriad of roles she's played at the company but also because she has done and is doing some pretty cool things in the realm of digital and customer education.
In this fascinating conversation we talk about:

• Her journey into customer education at Pendo
• The approach to dealing with a new set of circumstances or ambiguity
• Interplay at Pendo between digital plays and educational offerings
• Driving prescriptive outcomes in customers’ journeys, especially when there are many potential outcomes
• Identifying users' roles in-product to make sure content is curated for the right audience
• 1:1 Office Hours - assess, unblock & get out. Customers have availability via a calendar to a resource if they are stuck
• Start with where you are, what problems you’re trying to solve and what is your inventory of existing resources
• Facilitate the happy path digitally and using your humans to intervene when they stray
• Using the resources around you and partnering with other teams to fill in the gaps that you have around subject matter expertise, content creation, etc.
• Prioritizing content creation based on product roadmap, customer impact of a product change
• Instructional designers are underusing heroes in SaaS
• Brand & design standards - when to adhere to them strictly or not

Enjoy! I know I sure did...
Erica's LinkedIn: https://www.linkedin.com/in/esakroyd/
Shoutout: Daphne Costa Lopes: https://www.linkedin.com/in/daphnecostalopes/
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The Digital Customer Success Podcast is hosted by Alex Turkovic

Capíttulos

1. Customer Education and The Digital Journey with Erica Akroyd of Pendo | Episode 042 (00:00:00)

2. Digital Customer Success Strategies (00:00:04)

3. Leading Customer Education and Scaled CS (00:04:26)

4. Strategic Approach to Customer Education (00:12:22)

5. Building a Scaled Customer Success Team (00:23:23)

6. Training and Development Challenges in SaaS (00:30:07)

7. Improving Customer Engagement Strategies (00:35:38)