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

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-collaboratorsLeveraging cross functional competencies to work together on securing the customer journeyFocusing 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 yearHer scaled team structure and the importance of leaving room for variability when building these teamsScaled Customer Experience Team with three pillars: Scaled Education, Scaled Production & Digital Success with Scaled teams to supportA 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-cxDee's Substack: https://deekapila.substack.com/Shoutout:Sam David @ Monday.com ++++++++++++++++++ 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