Video Micro-Learning at Scale with Delores Cooper of Zendesk | Episode 044

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

Not only does Delores Cooper of Zendesk have a pretty amazing back story, she's also doing some pretty amazing things with a small and scrappy team at Zendesk. Short form video has become an increasingly popular medium for distribution of content and Zendesk is utilizing this as part of their digital enablement strategy.
In this conversation, we talk about:

• Delores' entry into tech from social work & psychology
• Timing of digital motions along the customer journey
• Dealing with variables such as industry-specific differences
• Team structure at Zendesk to support digital & scaled program
• Getting scrappy with resources and cross-functional departments to help build the program
• Short-form content as part of the ‘Success on Zendesk’ program
• Using data to determine what content to produce
• Distribution model for video-based learning
• Taking learnings from B2C on how to interject more human language into B2B

Delores' LinkedIn: https://www.linkedin.com/in/delorescooper/
DCS Connect Community: https://airtable.com/appLGhZyujOoYp8BQ/shr4ixoZmB8hBoLbM
Shoutouts:

• Grace Maxon: https://www.linkedin.com/in/grace-lofgren-maxon-a98049156/
• Cooper Roe: https://www.linkedin.com/in/cooper-roe/

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The Digital Customer Success Podcast is hosted by Alex Turkovic

Chapter

1. Video Micro-Learning at Scale with Delores Cooper of Zendesk | Episode 044 (00:00:00)

2. Digital Customer Success Podcast Interview (00:00:03)

3. Transitioning Into Tech (00:04:33)

4. Creating Digital Customer Success Experience (00:18:11)

5. Building Digital Customer Success Strategies (00:27:37)