Transforming Customer Success with Digital Adoption: Insights from Akanksha at Whatfix

Digital adoption strategies are reshaping the way organizations operate, particularly in customer success management (CSM). In a recent episode of The Digital Adoption Show, we had the privilege of speaking with Akanksha, a seasoned customer success leader at Whatfix. With five years of experience in the field and a deep understanding of the transformative power of digital adoption platforms (DAPs), Akanksha shared valuable insights into how these strategies are revolutionizing customer success across industries.

A Shift in How Customer Success Managers Work

Customer success managers (CSMs) are often the backbone of client relationships, acting as the bridge between clients and the company’s product or service. But the way CSMs interact with clients and manage their day-to-day tasks has evolved with the advent of digital adoption platforms.

Akanksha highlighted how DAPs streamline the often complex and time-sensitive processes that CSMs manage, allowing them to focus more on delivering exceptional value to customers. “DAPs assist in automating essential yet complex administrative tasks—such as quote creation, contract agreements, and customer health tracking—making the overall customer experience smoother and freeing up time for CSMs to engage with clients,” she explained.

In industries like banking and insurance, where time-sensitive tasks and strict SLAs (service-level agreements) are the norm, DAPs have proven transformative. By providing instant access to critical resources, these platforms have empowered teams to meet deadlines efficiently and reduce the cognitive load that often accompanies customer success management.

The Power of User-Centered Adoption

Akanksha emphasized that a successful digital adoption strategy is rooted in a user-centered approach. “Understanding what your users need and aligning your technology with those needs is key to successful adoption,” she said. For CSMs, this means considering both the clients’ needs and the internal team’s requirements when choosing and implementing DAPs.

A clear example of this in action comes from the onboarding process. Akanksha shared that DAPs have made onboarding new employees smoother and more efficient, especially for large organizations. “The adoption that we’ve seen in onboarding is how quickly new employees can perform their duties with confidence,” she said. This ease of access to resources and guidance allows new hires to ramp up quickly and hit the ground running.

In addition to easing employee onboarding, DAPs have also significantly impacted industries with unique, time-sensitive processes. In sectors like insurance, where professionals such as underwriters need quick access to up-to-date information, DAPs enable immediate retrieval of resources—helping to reduce bottlenecks and ensuring that the underwriting process is completed quickly and efficiently.

The Importance of a Clear Strategy

As Akanksha pointed out, successful digital adoption isn’t just about implementing new technology—it’s about having a well-defined strategy in place. She advocates for beginning early with a clear DAP strategy that outlines objectives and outcomes. “Distinguish between what you want to do in-house and what can be outsourced,” she advises. “Then, set clear objectives with user satisfaction as a key metric.”

One of the most crucial pieces of advice Akanksha shared was the importance of creating a continuous feedback loop. As technology evolves, so too do user needs. By gathering and acting upon user feedback, businesses can ensure that their DAPs remain effective and aligned with the needs of their teams and customers.

Akanksha also stresses the value of establishing a dedicated team to manage digital adoption strategies. This team, she explains, should be equipped to understand both the technology and the needs of the users, ensuring that the adoption process is smooth and sustained over time. In fact, her experience mirrors the advice shared by another guest on the show, Kry Rivers from Boston Scientific, who echoed the importance of creating a knowledgeable team to guide digital adoption initiatives.

The Evolution of Digital Adoption in Customer Success

Having witnessed the growth of digital adoption firsthand, Akanksha offered a unique perspective on how far the industry has come. When she first entered the customer success field, there was no digital adoption platform to simplify daily tasks. Today, with access to DAPs, the team’s workflow is more streamlined, and efficiency has significantly improved.

As a team manager, Akanksha finds that DAPs have alleviated much of the cognitive load associated with switching between tasks. “Having the right help in different contexts really saves me time,” she shared. Whether it’s managing customer relationships, administrative duties, or performance evaluations, DAPs have provided the support needed to navigate multiple responsibilities efficiently.

This shift is not just about internal operations; it also extends to how CSMs interact with customers. By automating reminders and guiding CSMs through specific customer playbooks, DAPs enable teams to stay focused on providing value rather than getting lost in the day-to-day minutiae.

Industry-Specific Adoption Challenges and Successes

One of the key takeaways from Akanksha’s insights is how digital adoption strategies are tailored to fit the unique needs of different industries. While the core principles of adoption remain the same—simplifying onboarding, enhancing user experience, and streamlining operations—the specific implementation varies depending on the sector.

For example, in industries like manufacturing, the focus might be on ensuring that employees can quickly access operational tools or workflows. In contrast, for industries like banking or insurance, the priority is often on providing instant access to critical, time-sensitive information. As Akanksha noted, in these industries, DAPs play a pivotal role in reducing friction and ensuring that professionals can perform their duties with confidence, right when they need it most.

Final Thoughts

Digital adoption platforms are transforming the landscape of customer success management. By automating tasks, providing real-time access to critical resources, and ensuring smoother onboarding, DAPs are allowing CSMs to focus on what matters most: delivering exceptional value to their clients.

Akanksha’s advice for companies considering digital adoption is clear: start early with a well-defined strategy, prioritize user satisfaction, and establish a dedicated team to drive the adoption process forward. By taking these steps, organizations can ensure that their digital adoption journey leads to long-term success.

As we continue to navigate the ever-evolving digital landscape, it’s clear that DAPs will play a key role in shaping the future of customer success management, one that is more efficient, user-centered, and impactful than ever before.

Stay tuned for more insights on how digital adoption is transforming industries and driving success across the globe.