AI Tooling to Drive Growth & Break Down Silos with Masha Krol of Glowstick | Episode 064

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

In this episode, Alex interviews Masha Krol, CEO of Glowstick about the various innovative uses of AI in customer success to identify growth opportunities and enhance collaboration between CS and commercial teams. Masha shares her takes on the evolution of digital customer success, emphasizing the importance of leveraging AI to analyze customer conversations, breaking down organizational silos, and segmenting customers based on tasks and outcomes for more personalized strategies.

Chapters:
06:19 - Silos in organizations
08:07 - Analyzing customer conversations
10:23 - Identifying growth opportunities
14:32 - Human and digital go hand-in-hand
17:29 - Customer segmentation challenges
19:29 - Internal collaboration models
23:52 - CS as a strategy
25:07 - CSQL programs and challenges
30:01 - Trust issues in teams
37:14 - AI in the market
40:03 - Future of AI tools

Enjoy! I know I sure did...
Masha's LinkedIn: https://www.linkedin.com/in/mashakrol/
Glowstick: https://www.glowstick.ai/
+++++++++++++++++
This episode was edited and sponsored by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young. Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals. Lifetime Value is offering select services at a deeply discounted rate for a limited time. Navigate to lifetimevaluemedia.com to learn more.
+++++++++++++++++

Today's episode is sponsored by Vitally. If you're in the market for a feature rich, easy-to-implement CSP - go sign up for a demo at vitally.io/digitalcx. If you take a qualified demo with them, you'll receive a free pair of AirPods!

Thank you to our sponsor, Vitally!
Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr!

Support the show

+++++++++++++++++
Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.
Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.
Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic

Chương

1. AI Tooling to Drive Growth & Break Down Silos with Masha Krol of Glowstick | Episode 064 (00:00:00)

2. Unlocking Growth With Customer Conversations (00:00:38)

3. Maximizing Customer Success Through Digital Integration (00:12:16)

4. Driving Customer Success Through Strategic Collaboration (00:23:44)

5. Navigating AI Ownership and Integration (00:41:24)