Tearing Down PLG & SLG Walls in Digital CX with Dee Kapila of Miro | Episode 038

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

Today's discussion with Dee Kapila is a fascinating insight into the world of building innovative digital programs within a very well known and broadly used organization, Miro. As Global Head of Scaled Customer Experience, Dee leads both digital and customer education functions. Her talk last year at Pulse on having SLG & PLG work in harmony for the benefit of the customer journey was fascinating on completely on point!
Our conversation focused on:

• How digital CS is putting many functions and practices together to scale CX - not just CS.
• Digital CS in relation to other orgs in the company and ensuring you are building together with cross-collaborators
• Leveraging cross functional competencies to work together on securing the customer journey
• Focusing on quick wins to get something going quickly, while you focus on the big picture, future state activities
• "Product vs. Sales Led Growth? Embrace BOTH with Scaled CX": Cliff notes of Dee’s talk at Pulse last year
• Her scaled team structure and the importance of leaving room for variability when building these teams
• Scaled Customer Experience Team with three pillars: Scaled Education, Scaled Production & Digital Success with Scaled teams to support
• A peek at the digital tech stack + the custom in-house tooling built at Miro
• In-app guidance needs to be elegant and not overbearing or clunky.

Enjoy! I sure did...
Dee's LinkedIn: https://www.linkedin.com/in/deekapila/
Dee's Talk at Pulse in 2023: https://pulselibrary.gainsight.com/video/product-vs-sales-led-growth-embrace-both-with-scaled-cx
Dee's Substack: https://deekapila.substack.com/
Shoutout:

• Sam David @ Monday.com

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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!

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The Digital Customer Success Podcast is hosted by Alex Turkovic

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1. Tearing Down PLG & SLG Walls in Digital CX with Dee Kapila of Miro | Episode 038 (00:00:00)

2. Discussing Digital Customer Success With DiCapila (00:00:38)

3. Digital Customer Success Concept in English (00:05:54)

4. Implementing a Cross-Functional Digital Strategy (00:18:29)

5. Building a Customer Experience Team (00:27:12)

6. In-App Guidance and Customer Experience Iteration (00:39:39)