Shows
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.The Art of Collaboration in Digital CS with Holly Goodliffe | Episode 096Digital CS consultant Holly Goodliffe joins the Digital CX podcast to share her journey from the nonprofit world to tech leadership and discuss the evolving role of digital CS in complex, stakeholder-rich environments. She and Alex explore how simplifying digital engagement, deploying timely CTAs, and adopting a Scrum mindset can empower teams to drive smarter, scalable customer experiences.Chapters:Complexity, stakeholders, and collaboration Navigating toes and turf wars Building trust through shared strategy Key traits of successful digital leaders What Holly’s clients are asking for now Digital doesn’t have to be daunting Spotify Wrapped vi...2025-04-0836 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Start Where You Are: Small Steps to Success with Justin Neal | Episode 95Justin Neal, a digital customer success expert with a long pedigree in operations, joins the show to break down the fundamentals of digital CS, the power of operational alignment, and how teams can drive impact with limited resources. He and Alex discuss starting small with automation, the key to a successful first 30 days in CS, and standout examples of digital excellence in action.Chapters:00:00 - Intro03:11 - From sales to digital CS mastery 05:00 - Startup vs. enterprise: learning the ropes 06:13 - Consulting, Broadcom, and new ventures 08:08 - Digital CS explained in simple terms 10:30 - Ops and digi...2025-03-1833 min
Taking Back MondayThe One Thing Holding CS Back: How to Work Smarter, Not Harder feat. Alex TurkovicCS teams are stuck in a cycle of busy work, but what if the real problem isn’t the workload - it’s how they work? Alyssa Nolte and Alex Turkovic break down the one shift that can transform Customer Success: taking control of your workflow. They dive into the power of templatization, leveraging AI for efficiency, and why the best CS pros don’t wait for tools...they build their own. If you’re tired of playing defense in CS, this episode is for you.Key Takeaways:Optimize for Future You – Investing extra effort tod...2025-03-1023 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Turning Written Customer Feedback into Meaningful Action for Your Brand | Episode 094Are you leveraging customer feedback for growth and improvement? In this episode of the Digital CX Podcast, we explore how to transform customer feedback into actionable insights. We discuss the importance of responding to written feedback, especially in the realm of NPS surveys, where qualitative insights can reveal more than numeric scores ever could. Chapters:00:00 - Intro01:58 - Responding to survey responses in a meaningful way03:39 - The written feedback is the gold04:25 - Ideas for responding to written feedback07:32 - Exec vs. User NPS09:48 - What good looks like13:15...2025-03-0419 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Back to Basics: The Art of the Renewal Flow | Episode 093In the spirit of showing our work - I figured I'd take this solo episode as an opportunity to walk you through a renewal flow I've been working on with the team! We also talk about my recent appearance on The Daily Standup where we talk about overcomplicating digital CS. Lastly, I'd love for you to submit your own work for a mini show-and-tell where you come on to talk about the great things you're building!Chapters:00:00 - Intro 03:41 - Overcomplicating digital05:18 - Digital automation should support the human, not the other wa...2025-02-2528 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Inside Fullstory’s Approach to In-App Engagement with Talia Root and Brent Hildebrand | Episode 092Talia 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 - Intro04:18 - 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 tha...2025-02-1841 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Handwritten Notes as a CX Strategy to Surprise & Delight with David Wachs of Handwrytten | Episode 091David Wachs, founder and CEO of Handwritten, joins the show to discuss how automated handwritten notes can create meaningful customer connections at scale. He and Alex explore the power of personalized outreach, the role of robotics in writing thank-you notes, and how businesses can use this approach to surprise, delight, and build stronger relationships with their customers.Chapters:00:00 - Why handwritten notes still matter 02:22 - Introducing David Wachs of Handwritten 02:36 - How robots write handwritten notes 04:09 - Scaling personalization with automation 05:57 - The power of thank-you notes in busi...2025-02-1135 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Transforming Customer Experience with AI-Driven Chatbots and Productivity Tools | Episode 090In this solo episode of the podcast, I address some recent questions I've gotten specifically about A.I. in CS. A few tangents are included as per usual:Chapters:00:00 - Intro02:42 - When is your program ready for A.I.?04:10 - Data readiness for installing A.I.08:14 - Using AI for content generation 11:05 - Staying current or getting up to speed on A.I. 13:25 - Ticket deflection with A.I.16:00 - Utilizing A.I. in establishing integrations and configurations17:03 - A.I. Chatbots18:03 - Google’s NotebookLM use case...2025-02-0429 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Current State of AI in CS and Introducing MondAI CS with Michael Forney | Episode 089Customer Success Summit in Austin on February 11th & 12th: https://events.customersuccesscollective.com/location/austinThis is an episode of "MondAI CS", a new podcast by our CS friend Michael Forney that we recorded last week. I felt that the content would be fantastic to post here as well.This episode delves into the intersection of AI and customer success, discussing how technology can both enhance and disrupt customer relationships. We explore the balance between automation and personal interaction, the guilt associated with not using AI, and practical applications for CSMs, illustrating a...2025-01-2846 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Digital CS and the Job Market with the Return of Dillon Young of Lifetime Value Media | Episode 088Dillon Young, founder of Lifetime Value Media, RETURNS to the show to discuss building a media company, the evolving role of the word "digital" in customer success and what it takes to win in this job market. He and Alex explore actionable strategies for creating empathetic customer experiences, leveraging digital tools to drive value, and the importance of authentic networking in career growth.Chapters:- Intro- Crafting value with micro-content - The rise of digital in customer success - What even is "digital" in CS? - Overzealous tracking gone wrong - In...2025-01-2149 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.From B2C to B2B: Simplicity is Key in Digital CS with Ed Powers | Episode 087Ed Powers, Principal Consultant at Service Excellence Partners, discusses in depth the measurable impact of digital customer success on revenue retention and long-term loyalty. He and Alex discuss lessons from B2C industries, the importance of viewing the full customer journey, and how companies can embrace constant innovation to scale effectively while avoiding common mistakes in digital CX strategies.Chapters:00:00 - Intro03:01 - Early career lessons at HP 04:01 - Transitioning from hospitality to tech 05:20 - The bridge between B2C and B2B CX 10:53 - CS impact on revenue retention 16:15 - Why exit interviews matter 20:50 - Seein...2025-01-1449 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Data Hygiene for Great Customer Experiences with Irwin Hipsman of Repetitos | Episode 086To participate in Irwin's research project, go to https://repetitos.com/research. The first 20 respondents will get a free one-hour session with Irwin!Irwin Hipsman, Founder at Repetitos, chats with Alex about the importance of data hygiene and how tracking customer movement impacts digital customer success initiatives. The two discuss the challenges of maintaining accurate account health scores, managing segmentation errors, and fostering alignment across teams to optimize customer experiences in an evolving digital landscape.Chapters:00:00 - Intro 04:11 - Digital CS maturity and predictive insights 05:11 - Account vs. individual health scores 06:12 - The basics of...2025-01-0749 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.End Of Year Recap as Told by Google’s NotebookLM | Episode 085 Support the show+++++++++++++++++Like/Subscribe/Review:If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website:For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee:This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp2024-12-3111 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Using Google's NotebookLM to Produce a Podcast and Summarize Docs | Episode 084Link to this episode on YouTube: https://youtu.be/23MrFuVuMmgIn this episode, I give you an "over-the-shoulder" peek into using Google's NotebookLM to produce next week's podcast episode!That is perhaps the most surprising feature of this amazing free tool. Besides that, it's great at summarizing documents or web pages for easy consumption and can be a great resource for you to have in your digital back pocket!Chapters:00:00 - Intro07:21 - Using Google's NotebookLMShoutout to Marley Wagner and Bob London who did this LIVE at ChurnZero.2024-12-2427 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Airtable’s Journey to Scalable Customer Success with Alison Barrett | Episode 083Alison Barrett, Head of Scaled Customer Success at Airtable, shares her journey from consulting at Deloitte to shaping scalable customer success strategies at fast-growing tech companies like Slack and Mixpanel. She and Alex discuss the power of ambassador programs, AI use cases in CS, and the importance of cross-functional collaboration in building impactful customer education ecosystems.Chapters:00:00 - Intro05:43 - Early career: From Deloitte to startup life06:32 - Mixpanel & the rise of product analytics09:06 - Slack's champion program: Fostering in-house advocates12:29 - Scaling CS: Operations, tools and voice of customer18:16 - Airtable ambassador program & NDR success...2024-12-1759 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Pro Tips for Building a Better Digital CS Program with Marley Wagner | Episode 082Marley Wagner, a seasoned expert in marketing and customer success, joins the podcast to explore the intersection of digital customer success and cross-functional collaboration. She and Alex discuss strategies for leveraging automation, transforming QBRs, and reimagining customer engagement through data-driven digital programs, all while highlighting the critical link between marketing and CS in driving growth and retention.Chapters:00:00 - Intro03:06 - From Minnesota to Colorado 03:39 - Marketing meets customer success 11:01 - Where digital CS fits within the org 12:40 - The secret to digital CS success: collaboration 16:05 - Building digital customer programs 2...2024-12-1054 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Building Automations That Enhance Customer Experience with Samantha David of Monday.com | Ep. 081Samantha David, a seasoned digital customer success expert, shares her journey from traditional customer service roles to pioneering digital CS strategies. She and Alex discuss the importance of automation, scaling human connection, and blending digital tools with human touchpoints to create proactive, personalized customer experiences.Chapters:00:03:36 - From New York hustle to Denver vibes 00:04:17 - Early career tales: Boston Market and Hallmark 00:06:15 - Lessons in evolution at Hallmark 00:08:17 - A journey into tech: Sam's path to digital CS 00:13:25 - What is digital CS, and why does it matter? 00:17:30 - Digital program manag...2024-12-0350 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Where to Find Automation Opportunities to Improve Customer AND Employee Experience | Episode 080This solo episode of the DCX podcast is inspired by my recent job transition into a new role leading Customer Experience at Belfry Software. As I've just recently joined, I am actively engaged in the process of uncovering the opportunities which exist for automations to be implemented. The primary goals of implementing these automations are simple:1) Find places where automation can enhance the Customer Experience2) Find areas where automation can improve the Employee Experience Chapters:01:05 - New Sponsor: Thinkific Plus01:30 - Upcoming guests 02:45 - Digital CS Maturity Assessment03:29...2024-11-2634 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Digital Duct Tape: Leveraging AI to Solve CX Challenges with Scott Wilder | Episode 079In this episode of the Digital CX Podcast, host Alex Turkovic chats with Scott Wilder, Head of Digital Success at Clari with a wealth of previous experience from Google, Adobe, and HubSpot among others. The conversation explores leveraging AI for customer success, integrating data across platforms, and adopting B2C innovation to enhance digital experiences in the B2B space.Chapters:04:02 - Transition to digital growth06:57 - Inbound vs. outbound digital CX08:35 - The struggle with platform silos10:01 - AI in Clari’s CX strategy11:53 - Chatbots and federated search13:12 - Building the business case for AI...2024-11-1939 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Lessons in CX Leadership and Strategy with CX "Superwoman" Nat Onions of Customer.io | Episode 078Nat Onions, CX leader at Customer.io, dives into the importance of data and automation in driving effective customer support and engagement. She shares her experiences from building a customer success program, experimenting with AI tools, and leveraging SMS to scale interactions, while also discussing the significance of diversity and attention to detail in creating impactful digital experiences.Chapters:00:02:29 - An early career in design and printing 00:04:14 - Chaos management learned from beer00:05:23 - Design and attention to detail in CX 00:06:39 - Superman fandom and collecting rare items 00:08:24 - Nat's transition to cus...2024-11-1255 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Scaling Customer Education for Digital CS with Adam Avramescu of Personio & the CELab Podcast | Episode 077Adam Avramescu, Vice President of Customer Education at Personio and co-host of the CELab Podcast, joins the show to share his thoughts on the evolving role of customer education in digital customer success. He and Alex dive into the challenges of content curation, scaling personalized experiences, and the growing importance of integrating education with broader customer experience strategies to drive engagement and advocacy.Chapters:00:04:04 - The love-hate relationship with social media 00:05:55 - Life as an expat in Amsterdam 00:07:10 - What "engagement" means in customer education 00:08:53 - Bringing teams together to scale CX ...2024-11-0546 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Enhancing CX with Targeted Campaigns...and LinkedIn Ads! with Kat Breeggemann of Automox | Episode 076Kat Breeggemann, Digital Customer Experience Program Manager at Automox, joins the podcast to discuss the role of data in driving digital customer success and enhancing product adoption. She shares her journey into customer success, the importance of tailoring digital programs to customer needs, and explores strategies to prevent downgrades using targeted campaigns and persona insights. We also spend some time talking about how LinkedIn campaigns can play a role in your digital motions!Chapters:00:00 - Intro02:42 - Kat’s role at Automox 04:17 - Kat’s unexpected journey into CS 06:00 - The student newspaper era 11:14 - Understanding digital...2024-10-2953 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Digital Customer Success Maturity Model Assessment Launch and Post Churn-In Q&A | Episode 075In this solo episode of the podcast, I spend a bit of time recapping a recent talk I gave together with Dan Ennis at Churn-In, ChurnZero's annual conference and also take some time to discuss the launch of the Digital CS Maturity Assessment, which you can go through by following this link for free: https://digitalcustomersuccess.com/dcsmaturity/I then go through a bit of Q&A from the Zero-In session itself! See the chapters to jump to a specific question.Chapters:00:00 - Intro01:18 - Churn-In Recap01:36 - Digital CS...2024-10-2225 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Scrappy Automations that Boost Customer Success ROI w/ Joe Di Grande of Joe Does Tech Touch | Episode 074Joe Di Grande, Founder of Joe Does Tech Touch, shares his experiences scaling accounts and building a tech touch program from the ground up. He and Alex discuss the critical role of clean data, simple automations, and AI in transforming customer interactions, emphasizing a problem-first approach over obsession with technology.Chapters:00:00:00 - Intro00:03:21 - A small world and lifelong connections 00:03:23 - Joe's journey into TechTouch 00:04:16 - From email marketer to scaling accounts 00:05:51 - Building a tech touch program from scratch 00:07:21 - What is Digital Customer Success (CS)? 00:09:19 - Scrappy automations: Simpl...2024-10-1540 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Inside the Build of 15Five's Digital CS Program w/ Natalia Andreeva & Kaelon Russell | Episode 073In this podcast episode, Natalia Andreeva and Kaelon Russell of 15Five share their journey of building a digital customer success program from the ground up. They discuss their approach to content strategy, onboarding experiments, user health scoring, and the importance of cross-functional collaboration, highlighting how they integrate human and digital interactions to optimize customer engagement and business outcomes.Chapters:00:00:00 - Intro00:05:19 - From accidental CrossFit owner to digital CS leader00:06:22 - Defining digital customer success today00:10:54 - The birth of 15Five’s digital CS program00:13:15 - Content’s role in digital CS succ...2024-10-0852 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Tattoos to Tech: Larissa Licha’s Mission to Bridge R&D and CS as CEO of Joyn | Episode 072Larissa Licha, co-founder and CEO of Joyn, discusses the challenges of cross-department collaboration between customer-facing teams and R&D, particularly in fast-growing tech companies. She also shares insights from her entrepreneurial journey, emphasizing the need for flexibility in product development and the role of AI in optimizing business processes and decision-making.Also, congrats to Larissa and team for becoming part of the CS Angel community by securing a seed round!Chapters:02:12 - Larissa’s journey from tattoo artist to tech founder09:50 - Challenges of scaling at a growing company14:53 - Fo...2024-10-0158 min