Chris Hicken is the Co-Founder and CEO at 'nuffsaid. ‘nuffsaid is a company that builds software that centralizes work apps and prioritizes the messages and tasks that help people focus on the job that matters and be proactive. He sees it as a modern solution to information and communication overload at work as the number of apps and productivity tools onboarded increases. With the help of dozens of Customer Success thought leaders, Chris has extensively researched the low-touch engagement model for product-led and sales-led companies. In this episode, Chris will share the interesting outcomes of that research.

Show Notes

[01:15] About Chris and what got him interested in the topic

[04:08] About customer support and customer success and the human-led and digital-led models

[06:03] The research he has done on the low touch model and its impact

[07:37] On deciding on the best approach in implementing the low touch model

[10:12] Why companies have to move towards the low or tech touch model for him

[13:06] On not considering a free trial or proof of concept product-led growth

[14:44] The three levels of maturity he has seen in companies in moving towards low touch

[21:56] On getting on top of resolving product issues at the second maturity level

[25:05] Where he thinks the proactive component fit in at level two

[29:15] On getting into the third level

[32:21] His thoughts about the effectivity of proactivity in level two and three

[34:41] His approach in building his low touch CSM team for success

[38:52] His view on the strategic role of support in low touch model in product-led companies

[42:56] Final words from Chris

[4437:307] Where to get in touch with Chris

About Chris Hicken

Chris Hicken describes himself as an artist. He has worked as a business leader at various companies for 17 years and is currently a board member at The/Studio and an advisor at Peer Collective, TestRigor AI, and Acceleprise. Previously, Chris was an advisor at GitPrime and Study.com, a partner at Inspiration Ventures, the former President and COO of UserTesting, and a General Manager and Head of Marketing at Headsets.com.

He graduated from California Polytechnic State University-San Luis Obispo in 2003 with a degree in BS Computer Science

Links Mentioned

Low-Touch Engagement Model article

Profile

‘nuffsaid

‘nuffsaid Blog

Twitter

The 'nuffsaid podcast

Understanding Digitally-Led Engagement Models with The CEO of Nuffsaid

ProductLed Podcast