Kat Breeggemann - A Rebel Story of Ruthless Optimism

In this episode, Dannah sits down with Kat Breeggemann, a digital customer success consultant who has been building scaled CS programs for nearly eight years. Kat shares how she stumbled into CS from a journalism degree and why she starts every engagement with research on existing data and customer touchpoints before building anything. They dig into where digital CS ends and customer marketing begins, why digital CS should serve every customer segment (including enterprise), and how to add AI only where it makes sense, without forgetting the power of plain automation. Kat also explains her philosophy of "ruthless optimism."