Explorez tous les épisodes du podcast The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.
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My Framework for AI Powered Churn Analysis | Episode 111
14 Oct 2026
00:29:09
This week, we're diving deep into a topic near and dear to my heart (and probably yours): churn. But we're not just scratching the surface; we're exploring how digital CX, armed with the power of AI, can transform how we understand and combat customer attrition.
You know the drill: dropdown menus with single-select reasons for churn, often filled out with bias or incomplete information. I argue that churn is rarely a single event, much like an aircraft accident, it's a confluence of factors. I'm sharing my detailed, four-step process for leveraging AI (specifically Claude in my case) to meticulously analyze churn events. We'll talk about validating narratives, filling in critical gaps, identifying pervasive patterns, and even using that analysis for regression testing across your entire customer base. This isn't just about understanding *why* customers leave; it's about proactively retaining the ones you have.
If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Beyond Scheduled Tasks: Automate Your Operations with Claude Managed Agents | Episode 110 | Episode 110
17 Sep 2026
00:29:37
Hey, digital CX trailblazers! Ever wondered how to move beyond basic AI tasks and build a true AI "team" for your business? In Episode 110 of the DCX Podcast, I dive headfirst into the world of building managed agents in Claude. This isn't your average chatbot; we're talking about sophisticated AI entities that can automate complex workflows, coordinate with each other, and even learn from their past actions.
I share my journey of using Claude to audit my own business and identify 36 potential agents – from content scouts to student support – and discuss how these AI team members can transform efficiency. We'll break down the core components of managed agents (agents, environments, credentials vaults, memory stores, and sessions) and explore how you can use them to streamline everything from podcast production to customer success management. Imagine AI agents monitoring for churn, identifying upsell opportunities, or even triaging guest pitches! This episode is packed with practical insights to help you start thinking about your own AI team.
The prompt: "I am wanting to automate my business via a series of Claude Managed Agents doing a variety tasks that are currently being done either manually or via scheduled tasks in Cowork or Routines in Claude Code.
I want to be quite niche with who these agents are so that tasks can be delegated to a high degree of detail across those agents. That means I'll also need some agents that coordinate with each other to get broader tasks done by their sub teams, much like a team structure works in the workplace.
I would like you to audit my business based on conversations I've had with Claude and tools you have access to. Then create a detailed list of agents you suggest be created to help automate and coordinate this work.
Also, make suggestions for additional tools needed to execute this work, however try to manage within the tools we already have in our tech stack.
Ask me any clarifying questions you have until you are 100% certain of the task you need to accomplish and that you'll execute it to a high degree of accuracy."
If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Your Health Score Is Green But They Are Gone - The Silent Segment of Customers | Episode 109
08 Sep 2026
00:15:51
Ever felt like you're talking to a wall with some of your customers? We all have that "silent segment" - those accounts that have seemingly ghosted us, showing no activity, sending no support tickets, yet potentially still showing "green" on our health scorecards. It's a common dilemma, and frankly, it's one of the scariest scenarios in customer success because silence often precedes churn.
In this episode, I dive into how to identify these silent customers, differentiate between healthy silence and warning-sign silence, and – most importantly – what to do about it. We'll explore two key metrics to track, four customer segments based on their engagement patterns, and even a third, often overlooked type of "silence" that can plague your organization. Plus, I share how AI can be a game-changer in surfacing those hidden signals. Join me to learn how to turn silent customers into active, engaged, and retained ones.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Digital CX with Real Impact: Kat Kenny on DAP, AI, and Customer Education | Episode 108
01 Sep 2026
00:42:05
This week on the DCX Podcast, I'm thrilled to chat with Kat Kenny, a true force in the digital customer experience space. Kat, known for her impactful work at Gainsight and now leading digital initiatives at Drata, shares her incredible journey from sales to scaling digital CS programs.
We dive deep into how she leverages Digital Adoption Platforms (DAPs) to tackle customer friction points, transforming onboarding with in-app checklists and guided tours. Kat reveals how her team slashed time-to-value by 55% for early-stage customers – a truly fantastic win!
We also explore the groundbreaking ways AI is democratizing data access, allowing her team to build dashboards and prove business impact faster than ever. It's a game-changer for understanding program effectiveness and avoiding those dreaded "vanity metrics." Plus, we discuss her innovative approach to customer education, using AI to create engaging, gamified learning experiences.
If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Cross-Functional Collaboration & Community Building in Digital CS w/ Karessa Parish | Episode 107
18 Aug 2026
00:38:08
In this episode, I had the pleasure of chatting with Karessa Parish, a true veteran of the digital customer success space. If you've been grappling with how to differentiate digital CS from scaled CS, or how to build out effective self-onboarding programs, this episode is a must-listen.
Karessa shares her unique journey from middle school teacher to a leader in digital customer experience, highlighting how that "scrappiness" and educational mindset translates directly into building scalable, customer-centric programs. We dive deep into why digital CS acts as "the connective tissue" between customer touchpoints, making sure customers get the support they need even when a CSM isn't directly involved. Karessa also unpacks her strategy for internal "roadshows," fostering cross-functional collaboration, especially with product marketing, to ensure a unified and consistent customer experience. We explore the nuances of community building, gamification, and the ongoing challenge of customer engagement. Join us for a candid conversation packed with practical insights you can apply to your own digital CX initiatives.
If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Why Culture is Key to AI Transformation in CX with Eric Mistry of Zapier | Episode 106
12 May 2026
00:46:49
In this exciting episode, we catch up with the insightful Eric Mystery, who returns to share his journey into AI transformation at Zapier. Eric, a longtime expert in customer education and deeply entrenched in AI's evolution, now combines these passions to bridge the gap between AI aspiration and real-world implementation for Zapier customers and internal teams.
We dive deep into why mastering AI and digital tools is less about specific platforms and more about cultural adaptation and a "maker mindset." Eric emphasizes that the ability to quickly switch tools, adapt, and learn new technologies is the number one skill set in today's rapidly evolving digital landscape. He shares practical advice for navigating restricted environments, building personal solutions, and leveraging AI to supercharge customer education, moving from simply consuming content to actively creating and iterating. If you're pondering the future of customer experience and education through an AI lens, this episode offers invaluable perspectives.
If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Live Vibe Coding Session: How to Build Your Own Suite of CX Tools | Episode 105
21 Apr 2026
00:51:47
Prompt Used for today's show: https://docs.google.com/document/d/1tDG3DKfYpLKwJOU8OKYA0-MWk22yMsIk4q2u2Rt6_FA/edit?usp=sharing
Link to the app we vibe coded: https://poll-spark-stream.lovable.app
Ready to dive into the future of digital tool creation? This week, we're not just talking about vibe coding – we're doing it LIVE!
Join me as we explore how this transformative approach is reshaping how we build tools, solve problems, and enhance both customer and employee experiences. I'll break down what vibe coding truly means, using practical metaphors and explaining why it's turning traditional coding on its head. We’ll discuss the exciting implications, from the rise of specialized micro-SaaS to teams solving their own unique challenges.
Plus, I'll share my "biggest unlock" for successful vibe coding: how to craft the perfect initial prompt to get 80% of the way there, right from the start. We'll even demo building a live polling app, so you can see the process firsthand (you might want to check out the video version!). This episode is packed with insights and takes you step-by-step through my own process and recommended tools.
Don't miss this deep dive into a skill that's quickly becoming essential for anyone in the digital space.
If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
The Biggest AI Unlock for 2026: Scheduling Tasks in Claude | Episode 104
17 Mar 2026
00:25:12
Ever 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 spinning up a full agentic loop that reads context, calls tools, and adapts its output. While some limitations exist (hello, Mac desktop app!), the ability to schedule recurring, complex tasks in natural language is a massive unlock for anyone in CX. Get ready to shift from reactive to proactive and reclaim your time!
Download our Digital CX Claude Plugin Suite: shop.digitalcustomersuccess.com
If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Unlocking CX Efficiency with Claude, not ChatGPT: Co-Work and Skills Explained | Episode 103
In 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 is best suited for your specific needs, whether it's deep research, image generation, or sophisticated task management.
A highlight of this episode is the introduction of Claude's game-changing features: Co-Work, which acts as a language intermediary for complex projects, and "Skills," customizable actions that automate repeated tasks, from preparing EBRs to generating churn post-mortems. Alex even shares how he built a sophisticated staffing model in just two hours using Co-Work!
Whether you're new to AI or looking to optimize your current stack, this episode offers practical insights and a glimpse into the future of AI co-pilots.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
The Digital Divorce: Moving Customers from CSMs to Self-Serve | Episode 102
03 Mar 2026
00:23:00
In this episode, we tackle the ago-old question in digital customer success: how do you gracefully transition customers from ahigh-touch, one-on-one CSM relationship to a scalable self-serve digital motion?
It's a critical challenge as businesses grow and seek to optimize valuable CSM time.
We dive deep into why segmentation needs to go beyond just Annual Recurring Revenue (ARR), exploring additional factors like product complexity and future growth potential to ensure the right customers get the right level of human support.
Discover the prerequisites for a successful digital transition, including the necessity of a robust, self-serve foundation and a smart triggering mechanism to proactively engage customers.
I share insights on reframing the conversation from "what they're losing" to "what they're gaining," and the importance of always providing a human bailout option.
We also touch on virtual QBRs and auto-renewal strategies.
Join me to learn how to prepare your CS motions for digital, keep customers engaged and empower them in a hybrid digital-human experience.
Email Template mentioned in the show: https://docs.google.com/document/d/1SSTLT2iOZ7O271zvJ2n55jHx3MgWrO72IMrSM56HXs4/edit?usp=sharing
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Beyond the Job Description: Career Growth in Digital CS with Stephanie Blair | Episode 101 | Episode 101
10 Feb 2026
00:40:25
Today I’m joined by Stephanie Blair, Founder of Know & Flourish (https://knowandflourish.com/), for a practical conversation on digital career growth in Customer Success. We dig into how to build a career identity (not just a title), why experimentation matters, and how to expand your lane without burning out. You’ll hear a real-world example from my team of turning a scrappy spreadsheet into a lightweight web tool, and what that kind of initiative can do for your brand inside the business.
We also talk about the shift in CS org design: the rise of digital program managers, AI-assisted workflows, and yes - why human, IRL moments still win renewals.
If you’re exploring a pivot into CS (from sales/marketing/product) or within CS (service → expansion, or IC → leader), Stephanie breaks down how to translate your skills, control your narrative, and interview like a peer.
Housekeeping: I’ll be co-chairing the CS Summit in Austin later this month, and the Digital CX Masterclass is coming soon join the waitlist at https://DigitalCustomerSuccess.com/Masterclass to be first in line.
If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Retention Is Existential: Gainsight’s New CEO Chuck Ganapathi on RaaS, AI Agents & the 80/20 Trap | Episode 100
04 Nov 2025
00:56:59
Welcome to episode 100! I’m joined by Chuck Ganapathi, Gainsight’s new CEO, for a wide-ranging, candid conversation about where customer success is headed and what leaders should do right now.
We start with Chuck’s career through four platform eras: mainframe to client/server to cloud to AI - and how those shifts shape strategy. He shares the little-known origin story of “Customer Success” at Salesforce, Gainsight’s early days, and why integrations (Salesforce, SAP CX, Microsoft Dynamics) are never “done”—they’re living systems that demand clean data and constant tuning.
Then we dig into Chuck’s concept of Retention-as-a-Service. In a world where retention is existential, the 80/20 mindset breaks. Every dollar matters, which means every customer matters. We talk agentic AI (augmentation vs autonomy), how a “renewal agent” can cover the long tail, and why the magic is orchestration—letting agents handle the repeatable while humans lean into judgment, relationships, and value.
We close with practical automation stories, a few resources Chuck follows, and a reminder that the human-to-human piece isn’t going anywhere.
If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Voice to Value: I Used ChatGPT Voice to Help Build an Automation | Episode 099
07 Oct 2025
00:21:32
In Episode 99, I do something a little different: I take you behind the scenes as I use ChatGPT in voice mode to design a real automation from start to finish. The goal? Build an internal chatbot for product and engineering that’s trained on CX call transcripts stored in Gong, so teams can ask targeted questions (“What’s frustrating customers in Module X?”) and get instant, concise answers with deep links back to the exact call moments.
You’ll hear how I frame the problem, push the model to avoid hallucinations, and pick a stack that balances speed, privacy, and scale: Gong → Airtable as the searchable store → a Zapier-hosted chatbot for querying. We also cover transcript hygiene (auto-removing small talk and personal details), vendor privacy considerations, and a simple habit hack: having AI remind you later to actually implement the ideas you generated while walking the dog.
I’ll link the step-by-step PDF I asked ChatGPT to generate in the show notes so you can follow along and adapt it to your environment.
If this sparks ideas for your own digital CX programs, follow/subscribe and drop a review—it really helps more practitioners find 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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Director vs Doer: Staying Relevant and Thriving in the A.I. Era | Episode 098
30 Sep 2025
00:15:57
In this episode, we dig into a shift I think is non-negotiable in today’s AI-first world: you must become the director, not the doer. Inspired by Dan Martell’s framework, we explore how AI should handle the execution — while you define the outcome, set constraints, and bring the human edge.
I introduce the three pillars that separate average from exceptional direction: Vision, Taste & Care. You’ll hear how I use them in real-world workflows, the traps I fell into trying to do everything myself, and a few tactical moves (prompts, boundaries, feedback loops) that helped me step up.
If you feel like you’re driving but still stuck doing all the work — this one’s for you.
👉 Hit follow/subscribe so you don’t miss future episodes, and if this one lands, leave a review or drop me a line.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
After 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 spot those moments—without losing the human touch.
You’ll learn:
Why emotional connection matters more than ever in CX
How to train your systems (and your team) to spot moments of magic
Real-world examples you can replicate
Tools like Gong, Zapier, and Handwrytten in action
If you’re looking for a way to stand out in a sea of digital sameness, this episode’s for you. Subscribe and stick around—we’re just getting started.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
The Art of Collaboration in Digital CS with Holly Goodliffe | Episode 096
08 Apr 2025
00:36:41
Digital 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.
If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Start Where You Are: Small Steps to Success with Justin Neal | Episode 95
18 Mar 2025
00:33:31
Justin 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 - Intro
03:11 - 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 digital: a powerful partnership
14:43 - Doing more with less in CS
19:39 - Start small: digital CS doesn’t need perfection
If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Turning Written Customer Feedback into Meaningful Action for Your Brand | Episode 094
04 Mar 2025
00:18:59
Are 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 - Intro 01:58 - Responding to survey responses in a meaningful way 03:39 - The written feedback is the gold 04:25 - Ideas for responding to written feedback 07:32 - Exec vs. User NPS 09:48 - What good looks like 13:15 - It’s operationally difficult, but worth it 14:33 - Actually responding to your survey respondents can differentiate you 14:56 - Responding creates return respondents
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Back to Basics: The Art of the Renewal Flow | Episode 093
25 Feb 2025
00:28:30
In 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 digital 05:18 - Digital automation should support the human, not the other way around 07:28 - Showing my work: Pre-renewal flow 12:10 - Design these flows WITH your teams - not in a bubble 13:05 - The renewal flow 18:34 - Is it overkill? 21:10 - What I don’t like about the flow - future expansion 22:05 - Let your customers choose how they want to be communicated with 24:00 - Submit your own work for the show ! Alex@digitalcustomersuccess.com
Enjoy! I know I sure did...
If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Inside Fullstory’s Approach to In-App Engagement with Talia Root and Brent Hildebrand | Episode 092
18 Feb 2025
00:40:08
Talia 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 - Intro
04:18 - Talia’s journey from retail to digital success
If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Handwritten Notes as a CX Strategy to Surprise & Delight with David Wachs of Handwrytten | Episode 091
11 Feb 2025
00:35:35
David 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 business 10:29 - Inside Handwrytten’s robot-powered facility 13:41 - Handwritten notes as a CS game-changer 16:04 - Turning complaints into superfans 23:07 - How handwritten notes surprise and delight 25:58 - Common mistakes to avoid with automation 30:16 - The role of data in personalized outreach
If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Transforming Customer Experience with AI-Driven Chatbots and Productivity Tools | Episode 090
04 Feb 2025
00:29:07
In 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 - Intro 02:42 - 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 configurations 17:03 - A.I. Chatbots 18:03 - Google’s NotebookLM use cases 20:35 - What to watch out for in adopting A.I. 23:10 - Start with the Simple Things!
Enjoy! I know I sure did...
Special shoutouts in this episode go out to Ariglad, Clueso, HeyGen, QueryPal and Vitally!
If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Current State of AI in CS and Introducing MondAI CS with Michael Forney | Episode 089
This 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 balanced approach that integrates AI while emphasizing the necessity of human connection.
• The importance of balancing automation with human interaction • Guilt surrounding the adoption of AI tools • Practical AI applications in customer success • The value of combining technology with personalized engagement • The need for checks and balances in automation strategies • Future considerations for integrating AI in customer journeys
If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Digital CS and the Job Market with the Return of Dillon Young of Lifetime Value Media | Episode 088
21 Jan 2025
00:47:49
Dillon 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 - Insightful secret shopping for empathy - Building a media empire: small wins, big vision - The emotional toll of job hunting - Why networking is your secret weapon - Building trust and connections in CS - Acknowledging the champions behind the scenes - Where to find Dillon and Lifetime Value Media
If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
From B2C to B2B: Simplicity is Key in Digital CS with Ed Powers | Episode 087
14 Jan 2025
00:48:05
Ed 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 - Intro
03:01 - 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 - Seeing the customer's true journey
34:37 - Simplifying scale: Peloton and Ben & Jerry's
40:49 - Root causes vs. symptoms in digital motions
If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Data Hygiene for Great Customer Experiences with Irwin Hipsman of Repetitos | Episode 086
07 Jan 2025
00:48:05
To 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
If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
End Of Year Recap as Told by Google’s NotebookLM | Episode 085
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Using Google's NotebookLM to Produce a Podcast and Summarize Docs | Episode 084
In 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 - Intro 07:21 - Using Google's NotebookLM
Shoutout to Marley Wagner and Bob London who did this LIVE at ChurnZero.
If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Airtable’s Journey to Scalable Customer Success with Alison Barrett | Episode 083
17 Dec 2024
00:57:46
Alison 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 - Intro
05:43 - Early career: From Deloitte to startup life
If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Pro Tips for Building a Better Digital CS Program with Marley Wagner | Episode 082
10 Dec 2024
00:52:13
Marley 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 - Intro 03:06 - 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 20:14 - Digital as a strategy AND a segment 25:46 - Measuring digital CS programs effectively 29:54 - Fixing what's broken in digital motions 36:31 - B2C lessons for B2B automation 39:22 - Transforming QBRs with automation 44:57 - Reimagining executive and customer engagement
If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Building Automations That Enhance Customer Experience with Samantha David of Monday.com | Ep. 081
03 Dec 2024
00:48:19
Samantha 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 managers vs. product managers 00:22:31 - Office hours: Scaling human connection 00:28:24 - Building automations to enhance customer success 00:33:38 - Merging digital and human touchpoints 00:38:57 - Digital success hubs inspire a vision 00:41:40 - LinkedIn, meetups, and learning from AI pioneers 00:44:38 - Connect and continue the conversation with Sam
If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Where to Find Automation Opportunities to Improve Customer AND Employee Experience | Episode 080
26 Nov 2024
00:34:34
This 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 Experience 2) Find areas where automation can improve the Employee Experience
Chapters: 01:05 - New Sponsor: Thinkific Plus 01:30 - Upcoming guests 02:45 - Digital CS Maturity Assessment 03:29 - Alex got a new gig! 04:00 - Topic for today: Where to look for automations 06:43 - Support Data 09:00 - Hours Sentiment Tracking 10:28 - We automate for both the customer and employee experience 11:53 - Frequently Distributed Documentation 14:10 - Onboarding 16:36 - Upsell Automation 17:47 - Pre-Renewal Automation 18:57 - Data Hygiene Automation 22:11 - Customer Scorecards & Actions 25:24 - Manual Process Automation 27:59 - The big red flag no no: Don’t automate without doing it manually first.
If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Digital Duct Tape: Leveraging AI to Solve CX Challenges with Scott Wilder | Episode 079
19 Nov 2024
00:38:49
In 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.
If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Lessons in CX Leadership and Strategy with CX "Superwoman" Nat Onions of Customer.io | Episode 078
12 Nov 2024
00:57:29
Nat 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 beer 00:05:23 - Design and attention to detail in CX 00:06:39 - Superman fandom and collecting rare items 00:08:24 - Nat's transition to customer experience leadership 00:10:21 - Building a customer success program at Customer.io 00:15:05 - Defining digital in the CX world 00:18:29 - Launching a virtual assistant for customer support 00:19:44 - The power of automation in summarizing support tickets 00:25:31 - Experimenting with AI and automation tools 00:29:22 - Maximizing SMS for customer engagement 00:35:41 - Strategies to overcome champion change challenges 00:44:25 - Gender diversity in tech and leadership
If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Scaling Customer Education for Digital CS with Adam Avramescu of Personio & the CELab Podcast | Episode 077
05 Nov 2024
00:48:38
Adam 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 00:10:34 - Building a proper digital customer experience 00:12:14 - Adam’s elevator pitch on digital CS 00:15:39 - The evolution of customer education 00:18:20 - Blurring lines between customer education and CS 00:21:18 - Curation vs. content overload in customer education 00:29:41 - The never-ending ROI debate in CE 00:34:18 - Digital programs and human touch in customer success 00:37:40 - Customer education and building advocacy
If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Enhancing CX with Targeted Campaigns...and LinkedIn Ads! with Kat Breeggemann of Automox | Episode 076
29 Oct 2024
00:55:44
Kat 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 - Intro
02:42 - Kat’s role at Automox
04:17 - Kat’s unexpected journey into CS
06:00 - The student newspaper era
11:14 - Understanding digital program management
13:08 - The power of data in digital CS
19:40 - Campaigns for specific product adoption
23:00 - Avoiding the risk of downgrade
26:56 - Overcoming challenges with data
30:17 - Why showing your work matters
35:52 - Using LinkedIn ads in digital CS
43:34 - Leveraging external data and persona insights
If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Digital Customer Success Maturity Model Assessment Launch and Post Churn-In Q&A | Episode 075
22 Oct 2024
00:27:18
In 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 - Intro 01:18 - Churn-In Recap 01:36 - Digital CS Maturity Assessment 04:30 - How to Measure the ROI of your Digital program 08:41 - Which self-service mediums are most effective in the SaaS world today that help to promote advocates and reduce support costs? 13:58 - Do you have any books, podcasts or frameworks you would recommend for newbies? 16:13 - “Tech Touch”, Digital SC and Scaled CS interchangeability 18:21 - Incorporating contextual data in predictive modeling
Enjoy! I know I sure did.
Special shoutout to: - Dan Ennis: my awesome co-presenter at Churn-In - Keishla Ceasar-Jones, Malachi Hopoate, Sylvanie Tweed & Tom Battle for their great questions!
If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Scrappy Automations that Boost Customer Success ROI w/ Joe Di Grande of Joe Does Tech Touch | Episode 074
15 Oct 2024
00:42:22
Joe 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 - Intro 00:03:21 - 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: Simple yet powerful tools 00:11:22 - The under-appreciated power of canned responses 00:18:28 - Clean data: The foundation of successful automation 00:22:03 - Don't fall in love with the tech, focus on the problem 00:29:06 - How AI and bots are transforming customer interactions 00:31:25 - Email blunders and lessons learned
Enjoy! I know I sure did…
Shoutouts in this episode include:
The Daily Standup Podcast (Dillon Young, JP Frost & Rob Zambito)
If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Inside the Build of 15Five's Digital CS Program w/ Natalia Andreeva & Kaelon Russell | Episode 073
08 Oct 2024
00:54:46
In 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 - Intro 00:05:19 - From accidental CrossFit owner to digital CS leader 00:06:22 - Defining digital customer success today 00:10:54 - The birth of 15Five’s digital CS program 00:13:15 - Content’s role in digital CS success 00:17:43 - Measuring success through onboarding experiments 00:19:32 - Building a diverse digital CX team 00:23:39 - Experimenting with abandoned cart campaigns 00:27:46 - Evolving from manual to automated solutions 00:29:22 - Finding the balance: one-on-one vs. digital engagement 00:33:32 - Personalized customer journeys at scale 00:34:47 - User-level health scores in action 00:38:06 - Harnessing data to power CX strategies 00:44:23 - The importance of cross-functional collaboration
If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Tattoos to Tech: Larissa Licha’s Mission to Bridge R&D and CS as CEO of Joyn | Episode 072
01 Oct 2024
00:56:53
Larissa 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 founder 09:50 - Challenges of scaling at a growing company 14:53 - Founding Joyn to solve cross-department collaboration 17:26 - R&D and customer team misalignment 21:20 - Executives and the unseen cost of simple asks 24:06 - The buffer role between teams and executives 26:17 - Joyn’s role in connecting data and bridging gaps 35:01 - Meeting customers where they work 38:51 - AI as an aggregator of business information 41:23 - Ethical AI concerns in the race to innovate 45:15 - AI becoming a cost of doing business
If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Inside Salesforce: Driving Customer Value with AI & Automation with Bernard Slowey, VP of Digital CS | Episode 071
24 Sep 2024
00:56:30
Bernard 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 - Intro 04:19 - Early career at AOL and Microsoft 07:33 - Learning from Microsoft’s transformation 10:02 - Defining digital customer success 11:38 - Enhancing self-service through data 13:55 - The importance of smooth handoff to humans 15:06 - Building unified digital experiences at Salesforce 18:45 - Success score transparency and customer insights 22:58 - AI-driven customer interactions and adoption 28:34 - Launching Einstein service agent 36:00 - Conversational future of customer service 40:03 - Voice-powered AI interactions 44:49 - B2C leading in digital customer experiences
If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Four Ways to Measure Your Digital Customer Success Program | Episode 070
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 Metrics
Marketing Campaign Metrics
Program Specific Measures
Attribution
Chapters:
00:00 - Intro
01:14 - News
03:04 - Measuring your Digital CS Program
04:28 - Traditional CS Metrics in Digital
06:57 - Marketing Campaign Metrics
08:31 - Digital CS Program Specific Metrics
10:44 - Attribution
12:09 - Examples of Measuring Attribution in DCS
17:04 - How do you action unengaged accounts/contacts?
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Humanizing Digital CS and Personal Branding with Bob Mathers | Episode 069
10 Sep 2024
00:39:13
In 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 connection
06:51 - Bob’s Growth Mixtape: A podcast about life, not CS
08:23 - Humanizing customer conversations in business
11:23 - Coaching hockey and finding parallels in consulting
13:26 - Overcoming bias in consulting and discovery
15:45 - The digital success sweet spot
18:13 - Navigating the balance of analysis and action in consulting
20:57 - The rise of customer portals and integrated success plans
23:11 - Combining digital with human for optimal onboarding
27:56 - Building a personal brand on LinkedIn: Tips and takeaways
If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Scale & Digital at Early Stage Startups w/ Mary Caballero | Episode 068
03 Sep 2024
00:39:28
Mary 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 - Intro 00:02:36 - Mary Caballero’s background and journey 00:04:58 - Balancing technical and customer roles 00:06:22 - Defining digital customer success 00:08:08 - Tools for scaling customer communication 00:10:41 - Key contacts and stakeholder departures 00:13:47 - Challenges of traditional training methods 00:15:02 - The role of personalization in customer success 00:18:29 - Leveraging NPS beyond the score 00:20:55 - Transforming detractors into champions 00:22:08 - Lessons learned in a startup environment 00:25:27 - Scaling onboarding processes 00:27:53 - Content recommendations for professional growth 00:29:36 - Integrating customer success and marketing 00:34:36 - Shoutouts and key mentors
If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Transforming Slack into a Customer Support Hub with Joydeep Sen Sarma, CEO of Clearfeed.ai | Episode 067
27 Aug 2024
00:55:46
In 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 paradigms
12:40 - Transitioning from transactional to subscription models
16:44 - Clearfeed: Transforming Slack into a help desk
18:39 - Customer love for real-time communication
22:21 - Fragmented experiences: No app, no problem
24:38 - Use cases beyond B2B: SMB and tertiary markets
30:48 - B2B learning from B2C customer engagement
31:13 - The role of bots and AI in customer interactions
41:02 - Balancing product development and customer feedback
If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Career Growth in Digital Customer Success with Jess Osborn of GoCardless | Episode 066
20 Aug 2024
00:48:10
In 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 management 12:17 - Revenue ownership in customer success 15:14 - Scaling customer success globally 17:01 - Digitizing renewals and the customer experience 19:25 - Job market challenges and pivots 24:39 - Breaking into digital CS: Key skills and focus 30:20 - Strategic relationships in CX and CS 33:34 - Redefining onboarding with action-based metrics 37:51 - Immersive digital experiences in B2C
If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
The Four Pillars of Digital Customer Success | Episode 065
13 Aug 2024
00:30:27
In 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 Journey
Data
Automation
Content
Chapters: 01:05 - News and Reviews 07:18 - Four Pillars of Digital CS 10:05 - Pillar 1: Customer Journey 16:05 - Pillar 2: Data & Data Cleanliness 20:41 - Pillar 3: Automation 24:28 - Pillar 4: Content 29:34 - Recap
If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
AI Tooling to Drive Growth & Break Down Silos with Masha Krol of Glowstick | Episode 064
06 Aug 2024
00:52:00
In 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 organizations 08:07 - Analyzing customer conversations 10:23 - Identifying growth opportunities 14:32 - Human and digital go hand-in-hand 17:29 - Customer segmentation challenges 19:29 - Internal collaboration models 23:52 - CS as a strategy 25:07 - CSQL programs and challenges 30:01 - Trust issues in teams 37:14 - AI in the market 40:03 - Future of AI tools
This episode was edited and sponsored by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young. Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals. Lifetime Value is offering select services at a deeply discounted rate for a limited time. Navigate to lifetimevaluemedia.com to learn more.
+++++++++++++++++
If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Modern Post-Sale Revenue Growth with Haydar Al-Saad of Revsetter | Episode 063
28 Jul 2024
00:44:01
RevSetter 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.
This episode was edited and sponsored by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young. Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals. Lifetime Value is offering select services at a deeply discounted rate for a limited time. Navigate to lifetimevaluemedia.com to learn more.
+++++++++++++++++
If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.
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 get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!
Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Customer Education for Revenue Growth with Greg Rose of Intellum | Episode 062
23 Jul 2024
01:00:28
Ever 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 education
02:26 - Music and customer education
06:59 - Leadership lessons from Fred Rogers
07:59 - Brain science in sales
11:05 - The problem with sales handoffs
17:42 - Balancing micro-learning and mastery
19:08 - Two pillars of education strategy
27:18 - Challenges in measuring ROI
30:13 - Forrester’s findings on customer education
This episode was edited and sponsored by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young. Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals. Lifetime Value is offering select services at a deeply discounted rate for a limited time. Navigate to lifetimevaluemedia.com to learn more.
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The Digital Customer Success Podcast is hosted by Alex Turkovic