74. Using Tech to Scale the Human Touch and Build Community w/ Stef Caldwell

<p><span style="font-weight: 400;">Everyone tracks some form of data. (We track quite a lot of it if we’re rolling with the times.) But amassing data isn’t meaningful unless we can create a narrative out of the facts.</span></p> <p> </p> <p><span style="font-weight: 400;">For example, if you just looked at the cold data of the COVID-19 pandemic, you’d start to feel pretty hopeless, but if the data started to produce fact-based stories, we humans would start to be able to understand it and use it to make decisions.</span></p> <p> </p> <p><span style="font-weight: 400;">Even greater than comprehending data using narrative is creating community with data. Our guest today is an expert at both, a person who spends most of her time analyzing not just what the data is saying but how it can serve people by connecting customers not just to her company, but to each other. </span></p> <p> </p> <p><span style="font-weight: 400;">In this episode, I interview</span> <a href= "https://www.linkedin.com/in/stef-caldwell-4a5b5140/"><span style= "font-weight: 400;">Stef Caldwell</span></a><span style= "font-weight: 400;">, the Senior Customer Success Leader and Community Architect at</span> <a href= "https://narrativescience.com/"><span style= "font-weight: 400;">Narrative Science</span></a><span style= "font-weight: 400;">, about customer experience and customer success. </span></p> <p> </p> <p><span style="font-weight: 400;">What we talked about:</span></p> <p> </p> <p><span style="font-weight: 400;">- What your data can and can’t tell you about your customers</span></p> <p> </p> <p><span style="font-weight: 400;">- What the relationship is between CS and CX</span></p> <p> </p> <p><span style="font-weight: 400;">- Why we must scale the human touch in Customer Success</span></p> <p> </p> <p><span style="font-weight: 400;">- Why to create community around your core beliefs</span></p> <p> </p> <p><span style="font-weight: 400;">- How Stef founded</span> <a href="https://manifest-her.com/"><span style= "font-weight: 400;">Manifest</s