Gå offline med appen Player FM !
Lessons in CX Leadership and Strategy with CX "Superwoman" Nat Onions of Customer.io | Episode 078
Manage episode 449766218 series 3479744
Nat Onions, CX leader at Customer.io, dives into the importance of data and automation in driving effective customer support and engagement. She shares her experiences from building a customer success program, experimenting with AI tools, and leveraging SMS to scale interactions, while also discussing the significance of diversity and attention to detail in creating impactful digital experiences.
Chapters:
00:02:29 - An early career in design and printing
00:04:14 - Chaos management learned from beer
00:05:23 - Design and attention to detail in CX
00:06:39 - Superman fandom and collecting rare items
00:08:24 - Nat's transition to customer experience leadership
00:10:21 - Building a customer success program at Customer.io
00:15:05 - Defining digital in the CX world
00:18:29 - Launching a virtual assistant for customer support
00:19:44 - The power of automation in summarizing support tickets
00:25:31 - Experimenting with AI and automation tools
00:29:22 - Maximizing SMS for customer engagement
00:35:41 - Strategies to overcome champion change challenges
00:44:25 - Gender diversity in tech and leadership
Enjoy! I know I sure did…
Nat's Linkedin: https://www.linkedin.com/in/natalie-onions/
+++++++++++++++++
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
🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com
Kapitler
1. Lessons in CX Leadership and Strategy with CX "Superwoman" Nat Onions of Customer.io | Episode 078 (00:00:00)
2. Data-Driven Leadership in Digital CX (00:00:03)
3. Enhancing Customer Experience With Digital Tools (00:15:58)
4. Engaging Customers Through SMS Strategy (00:26:58)
5. Building Relationships for Risk Mitigation (00:35:56)
6. Embracing Diversity in Hiring Practices (00:45:40)
92 episoder
Lessons in CX Leadership and Strategy with CX "Superwoman" Nat Onions of Customer.io | Episode 078
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.
Manage episode 449766218 series 3479744
Nat Onions, CX leader at Customer.io, dives into the importance of data and automation in driving effective customer support and engagement. She shares her experiences from building a customer success program, experimenting with AI tools, and leveraging SMS to scale interactions, while also discussing the significance of diversity and attention to detail in creating impactful digital experiences.
Chapters:
00:02:29 - An early career in design and printing
00:04:14 - Chaos management learned from beer
00:05:23 - Design and attention to detail in CX
00:06:39 - Superman fandom and collecting rare items
00:08:24 - Nat's transition to customer experience leadership
00:10:21 - Building a customer success program at Customer.io
00:15:05 - Defining digital in the CX world
00:18:29 - Launching a virtual assistant for customer support
00:19:44 - The power of automation in summarizing support tickets
00:25:31 - Experimenting with AI and automation tools
00:29:22 - Maximizing SMS for customer engagement
00:35:41 - Strategies to overcome champion change challenges
00:44:25 - Gender diversity in tech and leadership
Enjoy! I know I sure did…
Nat's Linkedin: https://www.linkedin.com/in/natalie-onions/
+++++++++++++++++
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
🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com
Kapitler
1. Lessons in CX Leadership and Strategy with CX "Superwoman" Nat Onions of Customer.io | Episode 078 (00:00:00)
2. Data-Driven Leadership in Digital CX (00:00:03)
3. Enhancing Customer Experience With Digital Tools (00:15:58)
4. Engaging Customers Through SMS Strategy (00:26:58)
5. Building Relationships for Risk Mitigation (00:35:56)
6. Embracing Diversity in Hiring Practices (00:45:40)
92 episoder
Alle episoder
×![The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I. podcast artwork](/static/images/64pixel.png)
1 Handwritten Notes as a CX Strategy to Surprise & Delight with David Wachs of Handwrytten | Episode 091 35:46
![The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I. podcast artwork](/static/images/64pixel.png)
1 Transforming Customer Experience with AI-Driven Chatbots and Productivity Tools | Episode 090 29:18
![The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I. podcast artwork](/static/images/64pixel.png)
1 Current State of AI in CS and Introducing MondAI CS with Michael Forney | Episode 089 46:16
![The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I. podcast artwork](/static/images/64pixel.png)
1 Digital CS and the Job Market with the Return of Dillon Young of Lifetime Value Media | Episode 088 49:39
![The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I. podcast artwork](/static/images/64pixel.png)
1 From B2C to B2B: Simplicity is Key in Digital CS with Ed Powers | Episode 087 49:55
![The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I. podcast artwork](/static/images/64pixel.png)
1 Data Hygiene for Great Customer Experiences with Irwin Hipsman of Repetitos | Episode 086 49:55
![The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I. podcast artwork](/static/images/64pixel.png)
1 End Of Year Recap as Told by Google’s NotebookLM | Episode 085 11:29
![The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I. podcast artwork](/static/images/64pixel.png)
1 Using Google's NotebookLM to Produce a Podcast and Summarize Docs | Episode 084 27:19
![The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I. podcast artwork](/static/images/64pixel.png)
1 Airtable’s Journey to Scalable Customer Success with Alison Barrett | Episode 083 59:37
![The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I. podcast artwork](/static/images/64pixel.png)
1 Pro Tips for Building a Better Digital CS Program with Marley Wagner | Episode 082 54:04
![The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I. podcast artwork](/static/images/64pixel.png)
1 Building Automations That Enhance Customer Experience with Samantha David of Monday.com | Ep. 081 50:10
![The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I. podcast artwork](/static/images/64pixel.png)
1 Where to Find Automation Opportunities to Improve Customer AND Employee Experience | Episode 080 34:45
![The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I. podcast artwork](/static/images/64pixel.png)
1 Digital Duct Tape: Leveraging AI to Solve CX Challenges with Scott Wilder | Episode 079 39:01
![The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I. podcast artwork](/static/images/64pixel.png)
1 Lessons in CX Leadership and Strategy with CX "Superwoman" Nat Onions of Customer.io | Episode 078 55:19
![The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I. podcast artwork](/static/images/64pixel.png)
1 Scaling Customer Education for Digital CS with Adam Avramescu of Personio & the CELab Podcast | Episode 077 46:28
Velkommen til Player FM!
Player FM is scanning the web for high-quality podcasts for you to enjoy right now. It's the best podcast app and works on Android, iPhone, and the web. Signup to sync subscriptions across devices.