State of the Industry and Promise of AI with Jeff Heckler | Episode 052

Link to Matik's Scale + CS Virtual Conference: https://bit.ly/scalecs-aturkovic.Today, I'm joined by Jeff Heckler - a CS veteran with a lot of wisdom to share around the state of the industry, the AI tools with the most promise, and Slack overwhelm.In this episode, we cover a wide variety of topics, including:00:00:00 - Welcome To The Digital Customer Experience Podcast00:01:31 - Join The Matik Conference, Earn A $20 Uber Eats Gift Card Giveaway00:02:56 - Introduction00:04:21 - Leaving Business Intelligence & Falling Into Software00:10:17 - Digital Customer Success Since Covid-1900:11:43 - The Rise Of QR Code00:13:19 - Contraction In Headcounts And Budgets00:14:51 - The Economics Of AI And Tech’s Current Struggles In Today’s Economy00:16:26 - The Most Prominent Digital Trends In CS00:19:36 - Leveraging Ai Chat Bots For Support Ticket Deflection, Among Other Things00:20:58 - Communication Overload And Digital Emotions00:22:29 - Optimizing Digital Workflows And Tools00:23:58 - The Stickiness Of Tools00:25:34 - Learning From Mistakes And Cross-Functional Allegiances00:27:05 - Setting Up A Cadence For Product Sales Marketing Support00:28:20 - Shifting Mindset For Customer Success Managers00:29:36 - The Importance Of Cross Collaboration00:31:01 - Shout Out To Dickey Singh And Cast.AppEnjoy! I know I sure did...Jeff's LinkedIn: https://www.linkedin.com/in/jeffheckler/Shoutouts:Irit Eizips: https://www.linkedin.com/in/eizips/Dickey Singh of Cast.app: https://www.linkedin.com/in/dickey/+++++++++++++++++This episode was edited by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young.  Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals.  Lifetime Value is offering select services at a deeply discounted rate for a limited time.  Navigate to lifetimevaluemedia.com to learn more.+++++++++++++++++ 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