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-collaborators
• Leveraging cross functional competencies to work together on securing the customer journey
• Focusing 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 year
• Her scaled team structure and the importance of leaving room for variability when building these teams
• Scaled Customer Experience Team with three pillars: Scaled Education, Scaled Production & Digital Success with Scaled teams to support
• A 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-cx Dee's Substack: https://deekapila.substack.com/

Shoutout:

• Sam David @ Monday.com