Digital CX with Real Impact: Kat Kenny on DAP, AI, and Customer Education | Episode 108

This week on the DCX Podcast, I'm thrilled to chat with Kat Kenny, a true force in the digital customer experience space. Kat, known for her impactful work at Gainsight and now leading digital initiatives at Drata, shares her incredible journey from sales to scaling digital CS programs.

We dive deep into how she leverages Digital Adoption Platforms (DAPs) to tackle customer friction points, transforming onboarding with in-app checklists and guided tours. Kat reveals how her team slashed time-to-value by 55% for early-stage customers - a truly fantastic win!

We also explore the groundbreaking ways AI is democratizing data access, allowing her team to build dashboards and prove business impact faster than ever. It's a game-changer for understanding program effectiveness and avoiding those dreaded "vanity metrics." Plus, we discuss her innovative approach to customer education, using AI to create engaging, gamified learning experiences.

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.