Shows
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Hiring Alert! Digital CX Program Manager WantedBit of a different episode! I'm hiring at Belfry Software! Among the roles I have open, one is a Digital CX Program Manager! Go see the open roles at belfrysoftware.com/careers/ 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 Al...
2026-04-0102 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.The Biggest AI Unlock for 2026: Scheduling Tasks in Claude | Episode 104Ever felt like you're constantly playing catch-up in customer experience? What if you had an AI assistant working proactively for you, around the clock? In this episode we dive deep into the game-changing potential of agentic AI, specifically highlighting the new scheduling feature within Claude Cowork.Until recently, true agentic AI was largely reserved for technical experts. But with Claude Cowork, it's now accessible to the masses, allowing you to automate repetitive, insightful tasks – from daily health reports to weekly QBR prep and churn signal digests. Alex explains how this isn't just about simple automation; it's about sp...
2026-03-1725 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Unlocking CX Efficiency with Claude, not ChatGPT: Co-Work and Skills Explained | Episode 103Download your CS Claude Plugins: store.digitalcustomersuccess.comIn this episode, Alex dives into a massive shift happening right now in the AI landscape: the move from ChatGPT to Claude. It's a conversation you won't want to miss if you're navigating the rapidly evolving world of AI tools in your CX and CS roles.Alex shares why Claude is gaining significant traction, particularly for its practical, co-worker-like responses and its advanced functionalities like "Co-Work" and "Skills." We explore how different AI platforms—ChatGPT, Gemini, Perplexity, and Claude—excel in various tasks, helping you decide which tool...
2026-03-1017 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Unreasonable Hospitality & Magic Customer Moments at Scale | Episode 097After a short hiatus, Alex is back—and he’s bringing some big energy and even bigger ideas to the Digital Customer Success podcast. In this solo episode, he shares a deeply personal and practical reflection on how we can create magical, human moments in our digital programs—at scale.Inspired by Will Guidara’s book Unreasonable Hospitality, Alex explores what it means to go beyond the expected, whether that’s sending a baby gift, a surprise mouse (the tech kind), or a handwritten note. The kicker? You can use AI and automation to help you s...
2025-09-2316 min
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.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.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...
2025-01-2844 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...
2025-01-2147 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...
2025-01-1448 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...
2025-01-0748 minThe 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. FREE Digital CX Maturity Assessment:Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass:An 8-week, cohort based course that will ge...
2024-12-3111 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...
2024-12-1757 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...
2024-12-1052 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...
2024-12-0348 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...
2024-11-1938 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...
2024-11-1257 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 ...
2024-11-0548 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...
2024-10-2955 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...
2024-10-2227 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...
2024-10-1542 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...
2024-10-0854 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...
2024-10-0156 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Inside Salesforce: Driving Customer Value with AI & Automation with Bernard Slowey, VP of Digital CS | Episode 071Bernard Slowey, VP of Digital Customer Success at Salesforce, joins the show to discuss the transformation of customer service through digital tools, AI, and data-driven insights. He and Alex explore how Salesforce is leading the way in enhancing customer experiences by unifying support, success, and training portals, leveraging burgeoning AI tools like Einstein, and focusing on seamless handoffs between digital and human interactions to drive proactive, personalized service.Chapters:00:00 - Intro04:19 - Early career at AOL and Microsoft07:33 - Learning from Microsoft’s transformation10:02 - Defining digital customer success11:38 - En...
2024-09-2456 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Four Ways to Measure Your Digital Customer Success Program | Episode 070Monthly Scale and Digital Meetup: https://digitalsuccess.gradual.comThe Ultimate Guide to Digital CS: 4 Pillars for Success w/ Alex Turkovic & Jan Young: https://zoom.us/webinar/register/6817263533053/WN_GqOn3y7JSZWBt_YM3i87kw#/registrationIn today's show...Measuring Digital Customer Success can be an elusive thing. It necessitates borrowing from all manner of different practices in order to do it effectively.In this solo episode, I break down four areas of focus for establishing KPIs in DCS:Traditional CS MetricsMarketing Campaign MetricsProgram Specific MeasuresAttributionChapters:00:00...
2024-09-1722 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Humanizing Digital CS and Personal Branding with Bob Mathers | Episode 069In this episode of the Digital CX podcast, Alex Turkovic chats with Bob Mathers about personal branding on LinkedIn, the balance between human interaction and digital communication, and other strategies for customer success. They explore how storytelling, authenticity, and thoughtful use of technology can enhance customer experiences and build trust, both in professional relationships and personal brands.Chapters:04:48 - The power of selfies and personal connection06:51 - Bob’s Growth Mixtape: A podcast about life, not CS08:23 - Humanizing customer conversations in business11:23 - Coaching hockey and finding parallels in consulting13:26 - Overcoming bias in...
2024-09-1039 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Scale & Digital at Early Stage Startups w/ Mary Caballero | Episode 068Mary Caballero, hire number 1 at Champify, shares her journey in scaling customer success at an early-stage startup. The conversation delves into the challenges and strategies of driving digital-first customer engagement, the importance of responding to customer feedback, and how to effectively manage key customer relationships in a rapidly growing company.Chapters:00:00:00 - Intro00:02:36 - Mary Caballero’s background and journey00:04:58 - Balancing technical and customer roles00:06:22 - Defining digital customer success00:08:08 - Tools for scaling customer communication00:10:41 - Key contacts and stakeholder departures00:13:47 - Challenges of traditional training methods00:15:02...
2024-09-0339 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Transforming Slack into a Customer Support Hub with Joydeep Sen Sarma, CEO of Clearfeed.ai | Episode 067In this episode, Joydeep Sen Sarma, founder and CEO of Clearfeed, discusses the evolution of customer success in the SaaS world, emphasizing the shift from transactional support to ongoing, relationship-driven models. He also shares insights on how Clearfeed transforms Slack into a structured customer management tool, the role of AI in customer interactions, and the increasing importance of integrating natural language interfaces into product design.Topics we discussed:05:42 - The early internet and evolving tech paradigms12:40 - Transitioning from transactional to subscription models16:44 - Clearfeed: Transforming Slack into a help desk18:39 - Customer love for real-time...
2024-08-2755 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Career Growth in Digital Customer Success with Jess Osborn of GoCardless | Episode 066In this episode of the Digital CX podcast, Jess Osborn shares insights from her career journey, discussing her experiences with customer success, account management, and scaling global teams at companies like Bazaarvoice and, currently, GoCardless. She emphasizes the importance of action-based onboarding, digital tools in renewals, and the evolving landscape of customer experience, while also addressing challenges in today’s job market and career development in digital CS.Chapters:06:18 - A start in account management12:17 - Revenue ownership in customer success15:14 - Scaling customer success globally17:01 - Digitizing renewals and the cu...
2024-08-2048 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.The Four Pillars of Digital Customer Success | Episode 065In this solo episode, I take you through the 4 Pillars of Digital Customer Success, a model I have come up with over the past years to help establish a strong foundation for a digital CS program. I also cover a few news tidbits related to CS.Join me as I walk you through the four pillars:Customer JourneyDataAutomationContentChapters:01:05 - News and Reviews07:18 - Four Pillars of Digital CS10:05 - Pillar 1: Customer Journey16:05 - Pillar 2: Data & Data Cleanliness20:41 - Pillar 3: Automation24:28 - Pillar 4: Content29:34 - Recap
2024-08-1330 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.AI Tooling to Drive Growth & Break Down Silos with Masha Krol of Glowstick | Episode 064In this episode, Alex interviews Masha Krol, CEO of Glowstick about the various innovative uses of AI in customer success to identify growth opportunities and enhance collaboration between CS and commercial teams. Masha shares her takes on the evolution of digital customer success, emphasizing the importance of leveraging AI to analyze customer conversations, breaking down organizational silos, and segmenting customers based on tasks and outcomes for more personalized strategies.Chapters:06:19 - Silos in organizations08:07 - Analyzing customer conversations10:23 - Identifying growth opportunities14:32 - Human and digital go...
2024-08-0652 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Modern Post-Sale Revenue Growth with Haydar Al-Saad of Revsetter | Episode 063RevSetter founder Haydar Al Saad discusses with Alex his new revenue-centric customer success platform and its unique approach to integrating both sales and customer success functions. He and Alex explore his extensive experience in SaaS and Haydar’s philosophy on the importance of post-sale revenue growth and the role of digital customer success tools overall in enhancing efficiency and customer value.Chapters:03:02 - Private Equity → SaaS05:38 - Sales → Customer Success10:19 - Importance of Post-Sale Revenue Growth15:05 - RevSetter: The Revenue-Focused CSP20:37 - Digital Tactics for Customer Onboarding23:05 - User Experience: RevSetter’s Approach...
2024-07-2844 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Customer Education for Revenue Growth with Greg Rose of Intellum | Episode 062Ever wondered how mastering customer education can lead to skyrocketing revenue? Listen in as we sit down with Greg Rose of Intellum, who takes us on his extraordinary journey from running a record label to pioneering the field of customer education. You'll learn the magic of Education Qualified Leads (EQLs) and how they can turbocharge your conversion rates. Greg also shares invaluable leadership gems from his memorable Pulse talk, "Everything I Learned About Leadership I Learned from Fred Rogers and My Dad," blending personal anecdotes with professional wisdom.We also talk about:00:00 - Driving revenue through...
2024-07-231h 00
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Future Proof Your Teams and Career with Rod Cherkas of HelloCCO | Episode 061This week, we are pleased to bring you a conversation with Rod Cherkas, a SaaS veteran, consultant, author of two books on customer success, and vocal contributor to the CS community. Rod and Alex discuss his past at Marketo and Gainsight (among others), his newly released book REACH, as well as where he sees the CS profession heading.Chapters:00:00:00 - Intro00:01:18 - Rod’s Background and Path to CS00:02:42 - Journey from Product to Customer Focus00:03:45 - Intuit’s Customer-Centric Approach00:04:27 - Applying Experience Design Principles00:05:02 - Hello CCO0...
2024-07-1652 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Digital Musings: Measuring Customer Health Without Telemetry and Combatting Imposter Syndrome | Episode 060In this solo episode, we tackle two primary topics:Imposter Syndrome specific to Digital CS and how to combat itBuilding Customer Health Scores without the benefit of product TelemetryAlong the way, I also share a few news items and resources with you.Enjoy! I know I sure did...Resources:Virtual Scale & Digital Meetup Survey LinkLatest Digital CX ArticlesHubspotChurnZeroEveryday AI5 Simple Ways to use Generative AI Every DayDCS Connect Slack CommunityDigital Customer Success bookHealth Scores without Telemetry post If you're...
2024-07-0931 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Transformative Digital Experiences through AI and Customer Education with Eric Mistry of Contentsquare | Episode 059Eric Mistry (Strategy & Shared Services Operations Manager at Contentsquare) has a very unique background and set of skills in education that afford him a fascinating perspective on the customer experience. Eric joins Alex to discuss the evolving use of AI in the workplace, the importance of connecting cross-functional dots, and the future of customer education and digital customer success.Topics in this Episode:03:00 - From swim coach to software05:19 - Higher education and academic technologist06:59 - Joining Heap and instructional design10:26 - Connecting the dots in scaling functions12:26 - Data management during mergers15:15 - Adapting with a...
2024-07-0249 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Hospitality, Drawing from B2C and Rethinking the QBR with Aaron Thompson of SuccessCOACHING | Episode 058Aaron Thompson (Chief Revenue Officer of SuccessCOACHING and Founder of Red Slacks) has dedicated his professional life to helping companies and CS professionals. He and Alex delve into the importance of leveraging digital technologies and data to enhance customer experience, and explore the benefits of transitioning from high touch to tech touch interactions.Topics:02:40 - The origin of the Red Slacks07:44 - Aaron’s journey into customer success12:28 - Importance of hospitality experience in CS17:14 - Digital customer experience definition19:33 - Leveraging data in digital strategies26:50 - Rethinking the traditional QBR34:37 - B2B learns from dir...
2024-06-2547 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.AI-Powered Customer Success & Predictive Analytics with Arun Balakrishnan and Preetam Jinka of FunnelStory | Episode 057Preetam Jinka and Arun Balakrishnan, co-founders of FunnelStory, join the podcast to discuss how we’re just scratching the surface with AI and machine learning. They chat with Alex about how FunnelStory is revolutionizing customer success strategies, enabling teams to predict churn, optimize user engagement, and drive revenue growth through data-driven insights.Additionally, Arun & Preetam share their own insights on A.I. and how Product teams best work with Customer Success.Chapters:04:35 - Arun's background in cybersecurity and product managemen05:25 - How Preetam got started in AI and data engineering14:00 - The dif...
2024-06-1852 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.SaaS Economics & Driving Customer Outcomes Digitally with Jay Nathan | Episode 056Jay Nathan is the co-founder of GrowthCurve.io, Chief Customer Officer at Churnkey, and one of the most respected voices in the customer success community. He joins Alex as they explore Jay’s early career as a software engineer, the integration of AI with other digital tools, and navigating the economic landscape of SaaS.Chapters:00:02:28 - Introducing Jay Nathan00:04:44 - A background in software engineering & web development00:08:52 - Institutionalizing customer centricity00:11:05 - Creating a great culture for employees00:13:19 - Customer success and organizational capability00:15:22 - Validating usability through customer interviews00:17:26 - The...
2024-06-1145 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.The Generative AI Primer for CSMs | Episode 055In this, my second solo episode - I wanted to spend some time trying to demystify Generative AI for CSMs and CS leaders alike. According to statistics, only 25% of CS workers utilize AI in the workplace on a regular basis, which I think is WAY too low - especially considering how stretched thin most CSMs really are.So - in this episode, we focus on proper prompting, a few tools that exist out there and a plethora of use-cases for you to dig into:0:00:00 - Introduction0:03:55 - Topic introduction. Why GenAI for CSMs0:08:42...
2024-06-0446 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.AI Insights to Power Your Business with Josh Schachter of Update AI | Episode 054Matik's Scale + CS Virtual Conference: https://bit.ly/scalecs-aturkovicJosh Schachter is the Founder and CEO of UpdateAI, the conversation intelligence tool built specifically for the customer success profession. He sits down with Alex to talk product management, the unorthodox genesis of UpdateAI, and, of course, artificial intelligence itself.Key topics:00:00 - Introduction02:50 - Josh's background in product management05:17 - Joining Idea Lab and finding inspiration07:52 - How UpdateAI got its name10:25 - A different perspective as a product manager13:02 - Commercialization and expansion of a product15:51 - The value of customer insights18:24 - S...
2024-05-2844 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I."Your First" Digital Customer Success Motions with Stijn "Stino" Smet of Whale | Episode 053Matik's Scale + CS Virtual Conference: https://bit.ly/scalecs-aturkovicIn this special edition, Alex sits down with Stijn "Stino" Smet, Head of Customer Success at Whale.io, the host of *two* customer success podcasts, and all-around loose cannon. He joins Alex (in his studio!) for a very special joint episode of their podcasts to discuss career journeys, getting started with a digital practice, and more.The “more”:00:00 - Where to start with digital03:35 - Your First Digital CS Experience07:12 - The Core of a True Digital Team10:44 - Meeting an “I...
2024-05-211h 00
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.State of the Industry and Promise of AI with Jeff Heckler | Episode 052Link to Matik's Scale + CS Virtual Conference: https://bit.ly/scalecs-aturkovic.Today, I'm joined by Jeff Heckler - a CS veteran with a lot of wisdom to share around the state of the industry, the AI tools with the most promise, and Slack overwhelm.In this episode, we cover a wide variety of topics, including:00:00:00 - Welcome To The Digital Customer Experience Podcast00:01:31 - Join The Matik Conference, Earn A $20 Uber Eats Gift Card Giveaway00:02:56 - Introduction00:04:21 - Leaving Business Intelligence & Falling Into Software00:10:17 - Digital Customer Success Since Covid-1900:11:43 - The...
2024-05-1436 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Emotional Intelligence in Digital and Treating Customers Like Humans with Jenelle Friday | Episode 051Jenelle Friday of Forecastable and the Customer Success Collective’s “CS Leader of the Year” for 2023 is someone who is easily liked. She's hyper-in tune with what makes people tick, and is even the author of her own framework on emotional intelligence in customer success.In this wonderful chat, we talk about:00:00 - Caring for your customers02:27 - Being Authentic in Customer Success04:41 - A Journey to Customer Success and Emotional Intelligence06:53 - The Importance of Being Human in Business Relationships09:11 - Being True to Yourself in Business11:19 - Acknowledging Fears and Emb...
2024-05-0753 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Celebrating 50 Episodes: Your Digital Customer Experience Questions Answered | Episode 050As we pop the champagne on our 50th show, a heartfelt thank you is in order for every listener & guest who's joined me on this wild ride through the evolving world of digital customer interactions. It's a transformational moment for the show as we shift from focusing on 'Digital Customer Success' to encompassing the broader 'Digital Customer Experience', ensuring we capture the essence of every digital touchpoint. As such, we are changing the name of the show to 'The Digital Customer Experience Podcast'!In this episode, I'm going through and answering some of the most frequently asked...
2024-04-3034 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Customer Engagement with AI and Self-Service Strategies with Kari Ardalan of Qualtrics | Episode 049Kari Ardalan of Qualtrics is a staple in the CS community and has been leading scaled motions for YEARS - which is sometime that not a lot of people can say. She also sits on Gainsight's Digital Advisory Board - so yeah, she's qualified to talk about this stuff. :-)In this fantastic conversation, we talk about:Building digital first with humans coming in off of the back of those motionsThe evolution of ‘scaled’ from just email and outbound events to a push to come inboundBuilding one place portal where customers can go for everything and wher...
2024-04-2342 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.The Impact of SaaS Economics on CS (Plus Much More!) with Christine Raby | Episode 048Christine Raby, Founder of DeliverDelight, brings the heat in this episode where we cover off a very wide range of topics - some CS related and some non-CS related. Christine's background is absolutely fascinating and I've been a fan of her presence both on LinkedIn and TikTok for quite some time now. This episode is full of practical examples and advice for both ICs and leaders alike as we talked about:How CS is now experiencing similar maturation to what marketing experienced a decade+ agoLeaders need to be super focused on the benchmarks and metrics vs. h...
2024-04-161h 00
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Digital Advice from a CS OG and Innovator with Irit Eizips of CSM Practice | Episode 047Irit Eizips has been in and around CS for a long time. From being in on the ground floor at Gainsight to running her very successful consultancy, she has been a staple in the CS community and consistently produces fantastic content that we all benefit from! In this episode, we get into: Irit’s days at the early-stage Gainsight and the culture of startupsHer home in consulting (CSM Practice) vs. being a full time employeeBeing part of CS from the ground floorThe advancement of CS to where certification and degree programs have enabled college grads an entr...
2024-04-0952 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Sibling Synergy and Machine Learning in CS with Maarten and Michiel Doornenbal of Churned | Episode 046Maarten & Michiel Doornenbal are not only brothers, but also co-founders of Churned! They join me this week for a fantastic conversation about the platform they've built, AI, scorecards and more! Unfortunately, my audio/video didn't record - so you'll here me narrating the episode - but it's kind of fun to switch formats up here an there. In the episode, we talk about:Their history as brothers and how they work together as co-founders todayHistory of Churned and what they doUsing machine learning models instead of rules-based scorecards to create health scoring and to pr...
2024-04-0241 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Applying Common Sense to Digital Customer Experience with Rob Zambito of Success Scaled | Episode 045Invariably, when you speak to someone in CS about Rob Zambito, the first comment that almost always comes back is, "He's a good guy". ...and I couldn't agree more.I wouldn't say that I've known Rob for a very long - but the time we've spent both on Zoom and in-person has always been extremely high-quality, funny, impactful, personal and full of great questions.This is the same approach Rob takes with all of his clients at Success Scaled, where he advises seed to B-series companies on CS strategies. He asks A LOT of questions a...
2024-03-2657 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Video Micro-Learning at Scale with Delores Cooper of Zendesk | Episode 044Not only does Delores Cooper of Zendesk have a pretty amazing back story, she's also doing some pretty amazing things with a small and scrappy team at Zendesk. Short form video has become an increasingly popular medium for distribution of content and Zendesk is utilizing this as part of their digital enablement strategy.In this conversation, we talk about: Delores' entry into tech from social work & psychologyTiming of digital motions along the customer journeyDealing with variables such as industry-specific differences Team structure at Zendesk to support digital & scaled program Getting scrappy with resources and cross-functional departments to...
2024-03-1939 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.The Power of Hyper-Personalized Content for Customer Success with Nik Mijic of Matik | Episode 043Nik Mijic, co-founder of Matik comes to us this week with not only a fascinating back-story, but some great CS-related content as we discuss a wide variety of very timely and important topics. In this episode, we talk about:How Matik automates the creation of content with personalized data, primarily for CS and SalesThe current state of the ‘digital business review’A good understanding of your data is needed for a quality DBRSending out one-pagers based on usage milestones or monthly project status updates - automagicallyA lot of people are scared of negative data, but using it to...
2024-03-1238 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Customer Education and The Digital Journey with Erica Akroyd of Pendo | Episode 042I always love talking with people who work within companies that serve the CS community, and this one is no different. Erica was a fantastic guest to have on the show, partly because of the myriad of roles she's played at the company but also because she has done and is doing some pretty cool things in the realm of digital and customer education.In this fascinating conversation we talk about:Her journey into customer education at PendoThe approach to dealing with a new set of circumstances or ambiguityInterplay at Pendo between digital plays and educational...
2024-03-0546 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Data Analysis and Service Recovery Philosophy with Lane Hart of Contentsquare | Episode 041Lane Hart of Contentsquare brings to CS a no nonesense approach to ensuring the renewal via strong data analysis combined with a very human approach of customer engagement. He has taken lessons learned from his years in management consulting at IBM forward into a rocketship trajectory in CS at Heap - now Contentsquare. Be sure to grab a pen and paper for this one as we talk about:Scaling the Heap CS team and starting a CS Ops functionThe importance of knowing what Data is available and how it all correlates to drive customer outcomesAdvice: Don’t g...
2024-02-2758 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.AI Driven Digital Customer Success in App Form w/ Dickey Singh of Cast.app | Episode 040Dickey Singh, CEO of Cast joins us this week for a bonus episode in which we discover his fascinating journey from a long line of engineering leadership roles to today, where he's leading the charge of AI in CS. We discuss at length what he and his team at Cast.app are doing to help revolutionize digital CS and what the future of all of this technology looks like.Topics covered include:Dickey’s long history with AI and his journey from an engineering background into serving customer success todayHe was ‘there’ at the incepti...
2024-02-2253 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Cross Collaborating on the Customer Journey with James Lawson of River Consulting Group | Episode 039James Lawson of River Consultancy Group joins us this week in a fun conversation that spans a wide range of topics including a growing sentiment among CS leaders that contributions to the customer journey should be cross collaborative in nature. James is the founder of River Consultancy Group and currently serves as CCO at key Computer Applications Ltd. It is this along with his long history in CS that have shaped his unique and healthy outlook on CS and how CSMs specifically can best position themselves in the future.In this episode, we cover topics i...
2024-02-2054 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Tearing Down PLG & SLG Walls in Digital CX with Dee Kapila of Miro | Episode 038Today's discussion with Dee Kapila is a fascinating insight into the world of building innovative digital programs within a very well known and broadly used organization, Miro. As Global Head of Scaled Customer Experience, Dee leads both digital and customer education functions. Her talk last year at Pulse on having SLG & PLG work in harmony for the benefit of the customer journey was fascinating on completely on point!Our conversation focused on:How digital CS is putting many functions and practices together to scale CX - not just CS.Digital CS in relation to other orgs...
2024-02-1351 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Driving Community & Scale at LinkedIn with Ezra Zimbler of LinkedIn | Episode 37Ezra Zimbler is a long time LinkedIn team member, currently based in Dublin who is driving some really great initiatives and customer facing teams. He's a diversity & equity champion within the halls of LinkedIn as well as without. This is definitely a topic of conversation in this episode, along with LinkedIn's efforts around building customer community and how the teams are structured around digital CS. In this episode, you'll hear about:Ezra's background in sports management and his transition into CSHis team’s focus on customer enablementUsing digital motions to focus a CSMs time on having val...
2024-02-0647 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Hiring for Digital CS and the State of the Job Market with Sara Roberts of Bayview Talent | Episode 36Sara Roberts (Bayview Talent and host of Success Unscripted) may not immediately jump out to you as an obvious guest of this podcast. No, she doesn't run a digital CS function nor does she have a rich history in CS.What she does have is her finger on the pulse for growing and scaling CS teams as that is her recruiting agency's specialty. As such, it was a great opportunity to talk about two specific areas: the state of the CS job market today and how to build & scale digital functions.In this fascinating interview...
2024-02-0157 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Diversifying and Digitizing Customer Success with Annie Dean of RecastSuccess | Episode 035Reminder! Enter for a Gold Pass to the CS Festival in Austin:Leave a review the podcast and send a quick screenshot to alex@digitalcustomersuccess.comGo to this LinkedIn post and Like it: https://www.linkedin.com/feed/update/urn:li:activity:7152780848642068480Leave a comment on that same post. Easy!Today's Guest Annie Dean of RecastSuccess is a TRUE CS veteran and is one of those rare individuals who was around when the term 'Customer Success' was coined! What does that mean for us? Lots o...
2024-01-3052 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Short Form Content & Human Language in Digital Customer Success with Anika Zubair of Griffin | Episode 034Enter the contest for a Gold Pass ($1300 value!) to the Customer Success Festival in Austin (Feb 13 & 14, 2024) by following these steps:Review the podcast on your platform of choice and send a quick screenshot to alex@digitalcustomersuccess.comGo to this LinkedIn post and Like it: https://www.linkedin.com/feed/update/urn:li:activity:7152780848642068480Leave a comment on that same post about what aspect of CS Festival you're most looking forward to or any questions comments you might have about the event.Today's Guest Anika Zubair is a CS household name and award winning...
2024-01-2357 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Elevating CS Within Your Organization with Anita Toth | Episode 033Enter the contest for a Gold Pass ($1300 value!) to the Customer Success Festival in Austin (Feb 13 & 14, 2024) by following these steps:Review the podcast on your platform of choice and send a quick screenshot to alex@digitalcustomersuccess.comGo to this LinkedIn post and Like it: https://www.linkedin.com/feed/update/urn:li:activity:7152780848642068480Leave a comment on that same post about what aspect of CS Festival you're most looking forward to or any questions comments you might have about the event.Winner will be announced on Jan 31!+++++++++++++Today's Guest: Anita Toth
2024-01-1659 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Digital Customer Success with and Engineering Mindset with Bhavika Kochhar | Episode 032Bhavika Kochhar is one of those amazing individuals that does an incredible amount of service to the CS community and seemingly eats, sleeps & breaths customer success. She's been in the trenches as a CSM and is now pursuing her Masters in Engineering Management, where she is focused on pulling technical prowess into CS.I loved this conversation with Bhavika because she provided a lot of tactical advice, not only for leaders but also front-line CSMs on the mindset and general operations of great digital programs. Topics in our conversation include:How her love of tech brought...
2024-01-0938 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.How Digital Fuels the Post-Sale Journey at Demandbase with Alyssa Opella | Episode 031In the intro to this week's episode, I briefly touch upon a new resource that is available to you via the website: The Digital Customer Success Tech Stack. In short, this is a collection of applications that a myriad of digital CS and Ops pros are using to execute on their digital strategies. Check it out here: https://digitalcustomersuccess.com/tech-stack/Happy New Year!Today's conversation with Alyssa Opella is an absolute treasure trove of how to incorporate digital motions into your entire post-sale journey. Since joining Demandbase almost 2 years ago...
2024-01-0257 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Building Community in Digital Customer Success with Marie Lunney | Episode 030Marie Lunney joins us this week in a whirlwind conversation in which we cover a lot of ground. Not only is she a seasoned digital CS leader, including her current role at Top Employers Institute, but she's also founder of the DCS Connect Slack community.In this fun filled 45 minutes, Marie and I dig into:Digital CS before it was called DCSCross-coordination with other departments around the Customer JourneyHow employee satisfaction plays into a healthy digital journeyThe DCS Connect CommunityThe many variables involved in Digital CSEvolution of digital away from segment coverage and into broader operationsData...
2023-12-1247 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Putting Humanity Back Into Digital Customer Success with Jon Johnson of UserTesting | Episode 029Jon Johnson is an incredible human. You've likely heard of him as part of the Unchurned BS & CS podcast series in which he shares some of his incredible background and upbringing on a recent episode.Not only is Jon an incredible CS leader, he is also a fantastic musician and writer, which are both topics we discuss as part of our conversation.I had the pleasure of spending this hour+ with Jon a few weeks ago where we begin by talking about music. I present Jon with a quick game of 'this or that' album...
2023-12-051h 14
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Digital Customer Success, Music & Banter with Jeff Kushmerek of Infinite Renewals | Episode 028Jeff Kushmerek of Infinite Renewals has to be one of the most dynamic and fun people in our amazing CS community. His contributions are immense via his generosity, amazing content and overall attitude towards CS. You might also see him as one of the most musically active members of the community.While we do start with a fun 'this or that' activity on albums, in this fun convo, we delve into all sorts of great topics related to digital CS including:Jeff's general approach to consultingWhen his clients are NOT ready for a digital programHuman & Digital...
2023-11-281h 01
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Scaling Customer Success the Totango Way with Chris Dishman | Episode 027I absolutely love interviewing guests who are deeply embedded and leading CS teams for companies that primarily serve the Customer Success community. That is why this week's chat with Chris Dishman of Totango was such a joy!It goes without saying that not only does Chris' team run a stellar customer success program, but they also advise clients on best practices and have a birds eye view into how many of their customers are approaching CS.In our chat, we talk a bit about Chris' background and how he went from being a Totango customer...
2023-11-2148 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Customer Value Led Growth in Digital CS with Markus Rentsch of Remark-Able | Episode 026This week, I had the pleasure of speaking with Markus Rentsch, CEO of Remark-able, where he spends his time consulting and building products to help CS orgs navigate Customer Value Led Growth initiatives. Markus and I share some commonalities, the first of which is that we are both native German speakers and are from the Vienna area - though admittedly I haven't lived there in years. The second, and probably most important/relevant is that we share a love for Customer Success and talk about a variety of topics related to the practice in this conversation, including:
2023-11-1453 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Driving Customer Outcomes at Scale with CS Legend Greg Daines (a.k.a The Churn Doctor) of ChurnRX | Episode 025In what is probably the most quotable episode of the podcast yet, Greg Daines drops some INCREDIBLE knowledge on the root causes of churn and how digital customer success programs are pivotal in driving long-term retention. How? By driving consistent Customer Results and addressing the variability inherent in changing customer behaviors.As you will likely know - Greg is an absolute legend in the CS space and speaking with him invigorated and clarified my own thinking about the programs I'm building.In our conversation, we talk about:The hardest thing fo...
2023-11-0756 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Driving Hybrid Customer Success Through Orchestrated Onboarding with Donna Weber | Episode 024In this episode, I was privileged to be able to sit down with Donna Weber, who literally wrote the book on Onboarding (called Onboarding Matters). The book itself is a fantastic resource for leaders and ICs alike and is aimed at driving a consistent language within an org to ensure that everyone is working together towards positive onboarding outcomes.Our conversation doesn't just revolve around onboarding however and delves into all sorts of interesting topics related to digital cs:How digital motions should assist your high touch CSMs be more efficient and be the specialistsStart your...
2023-10-3151 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.One of the Digital CS Originals: It’s Lane Holt of Gainsight! | Episode 023As mentioned at the start of this episode, our CS friend Mickey Powell and his family are experiencing hardship with the loss of a mother and brother in very short succession. If you'd like to help:Engage with Mickey Powell's LinkedIn Post: https://www.linkedin.com/feed/update/urn:li:activity:7122633026576031744/GoFundMe to support his dad through end of life costs: https://gofund.me/fc16dc72 Thank you!+++++++++++++++++++++++Today, I am pleased to offer you this great conversation with one of the original Digital CS practitioners, Lane Holt of Gainsight. When I first g...
2023-10-2651 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Digital Customer Success, AI, Podcasting & Fun with Dillon Young of the Lifetime Value Podcast | Episode 022As a neutral podcast host, I am not supposed to pick favorites...so I won't.But if I did - this conversation with Dillon Young ( Lifetime Value Podcast) would rank among my favorites because it combines great insights, a lot of fun and some shared background/experiences into one lovely package. Yes, there is some fun banter in the episode (you're welcome for those of you who enjoy that). Besides that, Dillon and I discuss quite a few Digital CS related topics including:Podcasting in CSThe evolution of digital CS towards making CSMs more ef...
2023-10-241h 04
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Digital Customer Success, Laughs & Banter with the Incredible Kristi Faltorusso of Client Success | Episode 021Wow - what a fun one we have for you today. Kristi Faltorusso certainly needs no introduction. Aside from her resume being a mile long, she currently leads customer teams at Client Success AND runs her own consultancy. But what I like most about Kristi is her massive contributions to the CS community and the fact that she's not shy about sharing her opinion on things.It's always fun speaking with Kristi and while we did talk about some great CS related topics, we also talked about other stuff - which I mostly left in...c...
2023-10-1954 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.How Employee Satisfaction Drives Customer Success with Alyssa Nolte of LIFT | Episode 020Ever wondered how the happiness of your employees could directly impact the success of your customers? Join us as we sit down with Alyssa Nolte of LIFT, a leading provider in the Customer Success (CS) community, to explore this fascinating interplay. Together, we journey through CS fundamentals in the digital realm, investigating key elements like the customer life cycle, personalizing digital content, and transforming customer success teams from cost centers into profit centers. We place a spotlight on the customer life cycle and the importance of investing in customer relationships from start to finish. Alyssa helps us...
2023-10-1741 minThe Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Installing a Digital Customer Success Program Into an Existing CS Function with Kailey Killoran at Loopio | Episode 019A lot of us would like to be a 'fly on the wall' as someone tackles installing a new function into an existing org. In this episode, Kailey Killoran of Loopio will give us just that: a glimpse into her journey of building Loopio's scaled customer success program.This episode is jam packed as we get into all sorts of topics including:Kailey's love of learning and how her poli-sci degrees (yes, plural!) have influenced her professionallyThe importance of internal enablement when launching these programsCoordinating with other functions when launchingIntegrating yourself into other orgs’ strategiesThe importance of...
2023-10-1051 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Iterating Your Way to Digital Customer Success Maturity with Aaron Hatton from Gainsight | Episode 018Get ready for an enlightening conversation as we sit down to converse with Aaron Hatton, Digital Customer Success Program Manager at Gainsight. With his vast experience and technical background, Aaron unpacks the intricacies of data, user self-identification, the growth mindset, and much more, giving you invaluable insights into Gainsight's own digital customer success strategies.In this episode, Aaron recounts how his technical & support background has formed into a career in Digital CS. He offers valuable strategies on tailoring the customer journey and capitalizing on data.This very tactical episode promises to deliver a wealth of...
2023-10-0348 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Elevating Customer Success Through Accessibility with Alex Farmer of Nezasa and Customer Success Excellence Awards | Episode 017I'm thrilled to bring you a vibrant conversation with Alex Farmer, the founder of the Customer Success Excellence Awards and Chief Customer Officer at Nezasa. He brings a wealth of knowledge from the frontlines of various customer-facing role experience, particularly in the startup realm. Through our rich discussion, we explore how to personalize your customer success processes, streamline tech stack elements into a unified, customer-centric overlay, and much more.Join us as we take a deep dive into the art of enhancing customer experience and accessibility. With Alex's expertise, we unpack...
2023-09-261h 03
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Building a CS Ops Function Around Clean Data and Automations with Michael Bojanski of Learn to Win | Episode 016Join us for a compelling discussion with Michael Bojanski, Director of Customer Success Operations and Support at Learn to Win and recent winner at the Customer Success Excellence Awards. Michael’s insights draw from a diverse career journey, ranging from pre-med study abroad and an MBA, to Amazon fulfillment centers and various Operations & Marketing roles.In our chat, Michael provides a comprehensive view on the ins and outs of implementing client success motions and automating processes for Sales to CS handoff, Renewals & Sales Assistance Requests. He emphasizes the crucial role of clean customer data in building up an...
2023-09-1942 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Data-Driven Decision Making in Digital Customer Success with Dan Ennis of Monday.com | Episode 015Dan Ennis of Monday.com, a seasoned expert in the CS community and Monday.com's own digital ace joins us this week. Dan gives us a guided tour of his career journey, transitioning from roots in customer service call centers to account management, and finally, the realm of CS. His insights offer us a fresh perspective on handling different contact personas within a company and the value of data-driven decision making.As we dig deeper into the conversation, we encounter the realities of Monday.com's diverse customer base, its challenges, and its opportunities. Dan teaches...
2023-09-1248 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Digital Customer Success from a CS Operations Perspective with Matthew Lind | Episode 014It has become quite apparent in recent years that a solid Digital Customer Success program relies heavily on a solid CS Operations function. Join me, Alex Turkovic, in a riveting conversation with Matthew Lind, a Gainsight expert and operations leader, known for his unique approach to solving complex CS problems. As we kick off, we examine the evolution CS over the last few years. You'll learn how operations can make or break digital programs and why data hygiene isn't something you should overlook. We'll also talk about the challenges of dealing with outdated contacts and why manual...
2023-09-0557 minThe Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Revolutionizing Digital Customer Experience with Micro-Learning and Ed-Tech with Jen Jackson of Litmos | Episode 013This week I spoke with Jen Jackson, a stellar customer experience leader at Litmos with a rich history in support & CS leadership. In our discussion, she delves into the world of micro-learning, the power of support metrics, and the vital role data insights play in shaping up customer success.Discover how Jen is revolutionizing customer experience by integrating rapid-fire micro-training into her strategies, empowering customers to learn swiftly and effectively. We discuss how defining the outcomes of digital CX is paramount, and the importance of internal collaboration and harnessing the power of LinkedIn comments for valuable tips...
2023-08-2946 minThe Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Nick Mehta and Kellie Capote of Gainsight on Digital Customer Success, the State of CS & Diversity in Tech | Episode 012Immerse yourself in an enlightening conversation with the dynamic duo, Kellie Capote and Nick Mehta, CCO and CEO (respectively) of Gainsight! Discover the unique blend of cross-functional relationships and a growth mindset that has driven Kellie's fascinating career trajectory. Get an exclusive peek into Nick's rise from a bio chemistry major to where he is today. Together, they explore the challenges and rewards that come with a customer success role, emphasizing the importance of harnessing passion and data-driven problem-solving. We then venture into the world of Digital Customer Success, where Kellie and Nick offer valuable insights on...
2023-08-2257 minThe Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Taking Innovation and Generative AI from Buzzword to Practical with Simon Kriss of the Customer Innovation Experience Institute | Episode 011Simon Kriss, author of "The AI Empowered Customer Experience" and CX Futurologist joins me this week for an in-depth conversation about the mindset that it takes to be truly innovative, use cases for Gen AI in CX, among other topics. It's a fascinating glimpse into how he advises the many boards and c-suite execs on how to truly innovate and craft their customer experience.Enjoy! I know I sure did...Simon's LinkedIn: https://www.linkedin.com/in/simonkriss/Simon's Book: "The AI Empowered Customer Experience": https://amzn...
2023-08-1541 minThe Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Joel Passen of Sturdy.ai on Delivering Value with Clean Data and Being All-in on AI Before It Was Cool | Episode 010Joel Passen might not be your go-to guest for a Customer Success podcast as he has spent the majority of his career leading revenue teams. But after just a few minutes of discussion, you quickly realize that Joel intimately understands what it takes to deliver on the customer journey and value outcomes for customers post-sale.In this episode, we discuss how he and his team at Sturdy.ai are helping their customers prevent churn with data and AI driven intelligence. We also get into the weeds about data in and between systems, CS...
2023-08-0848 minThe Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.SPECIAL EPISODE - BS & CS Crew: Kristi Faltorusso, Jon Johnson, Josh Schachter & Mickey Powell | Episode 009OK - this one was extra fun! In this special episode of the show, I had the pleasure of hosting the amazing BS & CS Crew from the Unchurned podcast: Kristi Faltorusso (ClientSuccess), Jon Johnson (UserTesting), Josh Schachter (UpdateAI) & Mickey Powell (UpdateAI). Needless to say, we had a lot of fun waxing poetic about Digital Customer Success and about a dozen other tangents.Enjoy! I know I sure did...Kristi's LinkedIn: https://www.linkedin.com/in/kristiserrano/Jon's LinkedIn: ...
2023-08-0454 minThe Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Operating Digitally in an On-Prem Environment with Stacie Chaney of | Episode 008There is a small but mighty bunch of customer success leaders who are tasked with operating a Digital Customer Success program within the confines of an on-prem software product - and Stacie Chaney of VMware and I happen to be two of them!So of course we talk about that in this episode and Stacie provides some amazing insight and tactics from her own DCS practice that have very real and practical implications now.Stacie also discusses her background in Marketing and how well it translates into a career in CS.
2023-08-0140 minThe Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Creating Culture Around Effective Customer Success w/ Ralphie English of Deepgram & Radical CS | Episode 007It's easy to see why Ralphie English received the 2023 Customer Success Leader of the Year award at the Customer Success Excellence Award once you spend even a little bit of time with her. Not only is she an innovator in the digital CS space, having built a lot of creative engagement strategies for Deepgram customers, but she's also a fantastic leader both for her team and the wider CS community via her consultancy, Radical CS.One fascinating aspect of her work with Deepgram is that there is no such thing as...
2023-07-2543 minThe Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Jan Young of JanYoungCX and The Success League | Episode 006You've likely seen Jan Young in various Customer Success communities such as the CS Office Hours and Rev Room. Most recently, she has launched JanYoungCX, providing courses, coaching & consulting in customer led growth. Her contributions to the CS community are numerous and always valuable, which is why I was so delighted to have her on the show!In our conversation, we discuss (among other things) using tools to drive internal efficiencies, personalized content, generative AI and going beyond prompting, preparing for a tool's implementation, etc. Enjoy! I sure did.Jan's LinkedIn: ...
2023-07-181h 00The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Jeff Breunsbach from Gain Grow Retain and Higher Logic | Episode 005I thoroughly enjoyed my conversation with Jeff in this week's episode. Most of you will probably know him from Gain Grow Retain and his constant presence on LinkedIn. I was excited for this interview as Jeff has talked with so many amazing CS leaders and as such, has had his finger on the pulse for quite a few years now. In this episode, Jeff and I discuss the evolution of Digital Customer Success, practical advice for those getting started in DCS, the benefits of office hours and user-generated content, building customer relationships over time , among other things!
2023-07-1150 minThe Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Building Effective Customer Scorecards with Jeff Beaumont of GitLab | Episode 004If deep intel on how to develop a Customer Scorecard is what you want, then this interview with Jeff Beaumont will deliver! Jeff is someone who has spent a lot of cycles thinking critically about the topic of health scores and digital CS in general...we are the lucky ones who benefit from the knowledge he's attained.In this episode, Jeff and I discuss the anatomy of digital motions, his key takeaways from Pulse '23, strategies for building effective customer health scores, scoring frameworks (PROVE & DEAR), among other things!Enjoy!Jeff's LinkedIn:
2023-07-0454 minThe Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.The Admin's Perspective with Bhavani Prasad | Episode 003Bhavani Prasad currently serves as a Team Lead on one of Gainsight's Customer Success Consultant teams. In this role, he has a ton of exposure to how different companies are going about implementing their digital customer success strategies. I was excited to interview Bhavani to learn what, from an administrator's perspective is imperative in getting digital cs strategies off the page and into practice.Bhavani's LinkedIn: https://www.linkedin.com/in/bhavani-prasad-v-1026a2129/Resources Mentioned in this Episode:Book: Customer Success Professional's Handbook by Ashvin Vaidyanathan & Ruben Rebago: https://amzn.to/3JusxudPodcast...
2023-06-2743 minThe Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Digital CS Best Practices with Chad Horenfeldt | Episode 002Not only does Chad Horenfeldt have an incredible background in CS, published his own podcast (along with other great content) and is involved in various CS organizations...but he's working on a new book as well! I was excited to chat with Chad about his own Success and Failures (hint hint) in establishing and running Digital CS programs. Chad's LinkedIn: https://www.linkedin.com/in/chadhorenfeldt/Resources Mentioned in this Episode:Book: The Seven Pillars of Customer Success by Wayne McCullochTool: Chili Piper - scheduling for lead conversionPodcasts:UnchurnedGGRSuccess League...
2023-06-2052 minThe Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Generative AI in Customer Success with Mickey Powell of UpdateAI | Episode 001Mickey Powell (co-founder of UpdateAI) has been at the forefront of the discussion around the use of generative AI in customer success. He is the author of ChatGPT for Customer Success, an e-book which explains the basics as well as some advanced use cases for AI in CS. Mickey's LinkedInUpdateAIResources Mentioned in this Episode:Good Strategy Bad Strategy: The Difference and Why It Matters by Richard RumeltChat GPT for Customer Success by Mickey PowellShoutouts to Digital CS Pioneers:Jeff Beautmont @ Gitlab (featured in episode 3 of this podcast)Dan...
2023-06-1344 min
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.Welcome to the Digital Customer Success Podcast!In this first episode of The Digital Customer Success Podcast I introduce what we are trying to do here, which is to create community around digital CS and to pull you in on conversations we'll be having with industry innovators. 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. FREE Digital CX Maturity Assessment:Want to see how your digital cs program st...
2023-05-2804 min