Digital Duct Tape: Leveraging AI to Solve CX Challenges with Scott Wilder | Episode 079

In this episode of the Digital CX Podcast, host Alex Turkovic chats with Scott Wilder, Head of Digital Success at Clari with a wealth of previous experience from Google, Adobe, and HubSpot among others. The conversation explores leveraging AI for customer success, integrating data across platforms, and adopting B2C innovation to enhance digital experiences in the B2B space.

Chapters:

• 04:02 - Transition to digital growth
• 06:57 - Inbound vs. outbound digital CX
• 08:35 - The struggle with platform silos
• 10:01 - AI in Clari’s CX strategy
• 11:53 - Chatbots and federated search
• 13:12 - Building the business case for AI
• 14:32 - Customer-driven innovation in CS
• 16:59 - Tackling data hygiene challenges
• 19:45 - Fun approaches to data cleanup
• 21:01 - Selecting the right chatbot vendor
• 24:05 - Embracing B2C innovation in B2B
• 28:23 - SMS as an untapped B2B strategy
• 30:30 - Exploring AI and educational resources

Enjoy! I know I sure did…

Scott's Linkedin: https://www.linkedin.com/in/wilder/ Join our Monthly Meetup: https://digitalsuccess.gradual.us/