Inside Fullstory’s Approach to In-App Engagement with Talia Root and Brent Hildebrand | Episode 092

Talia Root and Brent Hildebrand from Fullstory join the Digital CX podcast to discuss the evolving role of digital customer experience, from in-app engagement to balancing scale with personalization. They share insights on measuring success, prioritizing product development, and the key skills that make a great program manager in the digital landscape.

Chapters:

• 00:03 - Intro
• 04:18 - Talia’s journey from retail to digital success  
• 05:42 - Brent’s path from sales to digital CX  
• 07:30 - Scale vs. digital: What’s the difference?  
• 09:15 - The push for in-app engagement  
• 12:09 - Choosing what to build first  
• 16:00 - Measuring success: Metrics that matter  
• 21:29 - Balancing in-app and email engagement  
• 27:15 - What makes a great program manager?  
• 33:39 - Digital wins (and fails) in the wild  
• 35:19 - Shoutouts to digital leaders  

Enjoy! I know I sure did…

Talia's Linkedin: https://www.linkedin.com/in/talia-root/
Brent's LinkedIn: https://www.linkedin.com/in/brent-hildebrand-422a9397/

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The Digital Customer Success Podcast is hosted by Alex Turkovic

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