Customer Education and The Digital Journey with Erica Akroyd of Pendo | Episode 042

I always love talking with people who work within companies that serve the CS community, and this one is no different. Erica was a fantastic guest to have on the show, partly because of the myriad of roles she's played at the company but also because she has done and is doing some pretty cool things in the realm of digital and customer education.In this fascinating conversation we talk about:Her journey into customer education at PendoThe approach to dealing with a new set of circumstances or ambiguityInterplay at Pendo between digital plays and educational offeringsDriving prescriptive outcomes in customers’ journeys, especially when there are many potential outcomes Identifying users' roles in-product to make sure content is curated for the right audience 1:1 Office Hours - assess, unblock & get out. Customers have availability via a calendar to a resource if they are stuckStart with where you are, what problems you’re trying to solve and what is your inventory of existing resourcesFacilitate the happy path digitally and using your humans to intervene when they strayUsing the resources around you and partnering with other teams to fill in the gaps that you have around subject matter expertise, content creation, etc.Prioritizing content creation based on product roadmap, customer impact of a product change  Instructional designers are underusing heroes in SaaSBrand & design standards - when to adhere to them strictly or notEnjoy! I know I sure did...Erica's LinkedIn: https://www.linkedin.com/in/esakroyd/Shoutout: Daphne Costa Lopes: https://www.linkedin.com/in/daphnecostalopes/++++++++++++++++++ If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass. 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/dcspThank 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