Customer Engagement with AI and Self-Service Strategies with Kari Ardalan of Qualtrics | Episode 049
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Kari Ardalan of Qualtrics is a staple in the CS community and has been leading scaled motions for YEARS - which is sometime that not a lot of people can say. She also sits on Gainsight's Digital Advisory Board - so yeah, she's qualified to talk about this stuff. :-)
In this fantastic conversation, we talk about:
- Building digital first with humans coming in off of the back of those motions
- The evolution of ‘scaled’ from just email and outbound events to a push to come inbound
- Building one place portal where customers can go for everything and where CSMs can interact with their customers
- How Digital is structured at Qualtrics across various departments
- Internal cross-collaboration on digital motions
- What to look out for in a digital leader - specifically cross-collaboration and a varied background
- Focusing on Support deflection metrics and areas to automate
- Other interesting metrics in use at Qualtrics: % CTAs launched, penetration rate of closed success CTAs (conversation), Monthly Active Users, Monthly Active Customers, Flow Completion, % of Renewals Not Assisted by Humans
- Balancing being tactical and strategic as a leader
- Using special interests among the team to drive career growth and creativity - including Hackathons
- Cool examples of digital motions including customer-facing scorecards, micro-learning, AI and self-serve portals.
- AI bot & recommendation engine implementation at Qualtrics
- Letting data tell you who the customer personas are
- The dependency on operations work streams to get things done
Enjoy! I sure did...
Kari's LinkedIn: https://www.linkedin.com/in/kariardalan/
Link to Kari's post about the qualities of a Digital CS Leader: https://www.linkedin.com/posts/kariardalan_digitalsuccess-leadership-recruitment-activity-7175101395631570944-qujn?utm_source=share&utm_medium=member_desktop
Shoutouts:
- Delores Cooper (Zendesk): https://www.linkedin.com/in/delorescooper/
- Austin Kwon (LinkedIn): https://www.linkedin.com/in/austinkwon/
- Kelly Bray (MongoDB): https://www.linkedin.com/in/kelly-bray-1684166/
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The Digital Customer Success Podcast is hosted by Alex Turkovic
Kapitel
1. Customer Engagement with AI and Self-Service Strategies with Kari Ardalan of Qualtrics | Episode 049 (00:00:00)
2. Transitioning to Inbound Digital Customer Success (00:01:14)
3. Leadership and Collaboration in Digital Programs (00:16:28)
4. Digital Transformation and AI Implementation (00:23:31)
5. Collaborative Strategies in Digital Marketing (00:30:22)
67 episoder