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Airtable’s Journey to Scalable Customer Success with Alison Barrett | Episode 083

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

Chapters
0:12
Building Digital Customer Experience Programs
16:16
Champion and AI Programs Discussion
29:15
Scaling Digital Customer Education Programs
35:48
Building High-Impact Customer Programs
47:18
Building Executive Alignment and Cross-Functional Collaboration
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.
Airtable’s Journey to Scalable Customer Success with Alison Barrett | Episode 083
Dec 17, 2024 Episode 83
Alex Turkovic

Alison Barrett, Head of Scaled Customer Success at Airtable, shares her journey from consulting at Deloitte to shaping scalable customer success strategies at fast-growing tech companies like Slack and Mixpanel. She and Alex discuss the power of ambassador programs, AI use cases in CS, and the importance of cross-functional collaboration in building impactful customer education ecosystems.

Chapters:

  • 00:00 - Intro
  • 05:43 - Early career: From Deloitte to startup life
  • 06:32 - Mixpanel & the rise of product analytics
  • 09:06 - Slack's champion program: Fostering in-house advocates
  • 12:29 - Scaling CS: Operations, tools and voice of customer
  • 18:16 - Airtable ambassador program & NDR success story
  • 21:55 - Building AI use cases in CS with Airtable
  • 30:29 - Creating a scalable customer education ecosystem
  • 36:15 - Prioritizing quick wins & standardizing playbooks
  • 37:28 - The power of cross-functional collaboration
  • 41:52 - Empowering teams through mission & vision clarity
  • 45:59 - Capturing executive alignment with walking decks

Enjoy! I know I sure did...

Alison's LinkedIn: https://www.linkedin.com/in/alison-barrett-cs/

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The Digital Customer Success Podcast is hosted by Alex Turkovic

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