One of the Digital CS Originals: It’s Lane Holt of Gainsight! | Episode 023

As mentioned at the start of this episode, our CS friend Mickey Powell and his family are experiencing hardship with the loss of a mother and brother in very short succession. If you'd like to help:Engage with Mickey Powell's LinkedIn Post: https://www.linkedin.com/feed/update/urn:li:activity:7122633026576031744/GoFundMe to support his dad through end of life costs: https://gofund.me/fc16dc72 Thank you!+++++++++++++++++++++++Today, I am pleased to offer you this great conversation with one of the original Digital CS practitioners, Lane Holt of Gainsight. When I first got into this whole "digital thing", lane was there for me and helped me shape the program I was working on. She has bravely blazed the trail of this crazy practice and continues to do so with her team, creating some amazing motions focused on personalization.In this fun discussion, we cover off a number of topics including: Using your data to know who your customer is and how they are engagingUsing your digital motions to keep your contact data freshTeam structure at Gainsight and how the digital, pooled and ops teams interplayThree key skills to look for when hiring for a digital CS role: marketing metrics, customer success, data relationships Creating digital automations by first doing things manuallyDigital Business ReviewsWhere to start: at the customer journey’s milestone momentsThree different calendars of events: company, account & personaAs you can see, a lot of info packed into this one. Enjoy! I know I sure did...Lane's LinkedIn: https://www.linkedin.com/in/laneholt/Resources Mentioned in This Episode:Girls That Invest Podcast: https://girlsthatinvest.com/Previous Digital CS Podcast Episodes with Gainsight folks:Aaron Hatton - Episode 18: https://podcast.digitalcustomersuccess.com/2186702/13696934Nick & Kellie - Episode 12: https://podcast.digitalcustomersuccess.com/2186702/13435077Digital CS Shoutouts:Melissa Allen @ Okta: https://www.linkedin.com/in/melissaannallen/Jordan Barker @ Alteryx: https://www.linkedin.com/in/jordangbarker/Nisha Baxi @ Gong.io: https://www.linkedin.com/in/nishabaxi/Kari Ardalan @ Qualtrics: https://www.linkedin.com/in/kariardalan/ 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.  FREE Digital CX Maturity Assessment:Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass:An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!Subscribe to the Newsletter:A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.Thank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic