Putting Humanity Back Into Digital Customer Success with Jon Johnson of UserTesting | Episode 029

Jon Johnson is an incredible human. You've likely heard of him as part of the Unchurned BS & CS podcast series in which he shares some of his incredible background and upbringing on a recent episode.Not only is Jon an incredible CS leader, he is also a fantastic musician and writer, which are both topics we discuss as part of our conversation.I had the pleasure of spending this hour+ with Jon a few weeks ago where we begin by talking about music. I present Jon with a quick game of 'this or that' album. After that, it was time to get down to business discussing a variety of amazing topics:The interplay between human & digitalHow digital is the empowerment of a CSM and the customer journeySegmentation by behavior & usage based personasThe loss of humanity in Digital Digital makes up the 80%, but the 20% human engagement is what makes a digital motion successfulUsing the time that you have with your customers effectively and maximizing for building rapport and relationshipsWorkplace trauma,  mental health, emotional intelligence in leadership and building REAL relationships in businessHow a one-size-fits-all approach cannot fit all customersYour digital program can be 1:1. “Personalization with a Purpose”Jon's tactical approach to building a digital engagement strategyEnjoy! I know I sure did...Jon's LinkedIn: https://www.linkedin.com/in/jonwilliamjohnson/Measure Over Method Newsletter: https://measureovermethod.com/Wild Coast (Jon's Band): https://open.spotify.com/artist/17TwPEUjOWx4BESKVsqrPKUnchurned Podcast: https://blog.update.ai/blog/category/unchurned-podcast/Resources:Principles by Ray Dalio: https://amzn.to/3Ncg2FoShoutouts:Jon's CS Team at PendoErica Akroyd: https://www.linkedin.com/in/esakroyd/McKenna Claffey: https://www.linkedin.com/in/mckenna-claffey/Katie Latta: https://www.linkedin.com/in/katielatta/Samantha Walker: https://www.linkedin.com/in/samantha-walker-62a45649/ 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