Inside Fullstory’s Approach to In-App Engagement with Talia Root and Brent Hildebrand | Episode 092

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

Talia Root and Brent Hildebrand from Fullstory join the Digital CX podcast to discuss the evolving role of digital customer experience, from in-app engagement to balancing scale with personalization. They share insights on measuring success, prioritizing product development, and the key skills that make a great program manager in the digital landscape.

Chapters:

• 00:03 - Intro
• 04:18 - Talia’s journey from retail to digital success
• 05:42 - Brent’s path from sales to digital CX
• 07:30 - Scale vs. digital: What’s the difference?
• 09:15 - The push for in-app engagement
• 12:09 - Choosing what to build first
• 16:00 - Measuring success: Metrics that matter
• 21:29 - Balancing in-app and email engagement
• 27:15 - What makes a great program manager?
• 33:39 - Digital wins (and fails) in the wild
• 35:19 - Shoutouts to digital leaders

Enjoy! I know I sure did…

Talia's Linkedin: https://www.linkedin.com/in/talia-root/
Brent's LinkedIn: https://www.linkedin.com/in/brent-hildebrand-422a9397/

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The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media.
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Chương

1. Inside Fullstory’s Approach to In-App Engagement with Talia Root and Brent Hildebrand | Episode 092 (00:00:00)

2. Building Digital Programs in Customer Experience (00:00:12)

3. Journey to Digital Customer Experience (00:05:44)

4. Measuring Program Effectiveness in Digital (00:12:45)

5. Digital Career Pathways and Data Analysis (00:24:38)