Where to Find Automation Opportunities to Improve Customer AND Employee Experience | Episode 080

This solo episode of the DCX podcast is inspired by my recent job transition into a new role leading Customer Experience at Belfry Software. As I've just recently joined, I am actively engaged in the process of uncovering the opportunities which exist for automations to be implemented. The primary goals of implementing these automations are simple:1) Find places where automation can enhance the Customer Experience2) Find areas where automation can improve the Employee Experience Chapters:01:05 - New Sponsor: Thinkific Plus01:30 - Upcoming guests 02:45 - Digital CS Maturity Assessment03:29 - Alex got a new gig! 04:00 - Topic for today: Where to look for automations 06:43 - Support Data09:00 - Hours Sentiment Tracking10:28 - We automate for both the customer and employee experience11:53 - Frequently Distributed Documentation 14:10 - Onboarding16:36 - Upsell Automation 17:47 - Pre-Renewal Automation18:57 - Data Hygiene Automation22:11 - Customer Scorecards & Actions25:24 - Manual Process Automation27:59 - The big red flag no no: Don’t automate without doing it manually first. Links: - Monthly Digital & Scale Meetup - digitalsuccess.gradual.us- Digital CS Maturity Assessment - https://digitalcustomersuccess.com/dcsmaturity 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