Explore every episode of the podcast The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.
Dive into the complete episode list for The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.. Each episode is cataloged with detailed descriptions, making it easy to find and explore specific topics. Keep track of all episodes from your favorite podcast and never miss a moment of insightful content.
Rows per page:
50
1–50 of 107
Title
Pub. Date
Duration
Retention Is Existential: Gainsight’s New CEO Chuck Ganapathi on RaaS, AI Agents & the 80/20 Trap | Episode 100
04 Nov 2025
01:00:04
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.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
Voice to Value: I Used ChatGPT Voice to Help Build an Automation | Episode 099
07 Oct 2025
00:21:41
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
Transforming Customer Experience with AI-Driven Chatbots and Productivity Tools | Episode 090
04 Feb 2025
00:29:41
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!
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
Welcome to the Digital Customer Success Podcast!
28 May 2023
00:04:35
In this first episode of The Digital Customer Success Podcast I introduce what we are trying to do here, which is to create community around digital CS and to pull you in on conversations we'll be having with industry innovators.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
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
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
Digital CS and the Job Market with the Return of Dillon Young of Lifetime Value Media | Episode 088
21 Jan 2025
00:50:53
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
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
From B2C to B2B: Simplicity is Key in Digital CS with Ed Powers | Episode 087
14 Jan 2025
00:51:09
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
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
Data Hygiene for Great Customer Experiences with Irwin Hipsman of Repetitos | Episode 086
07 Jan 2025
00:51:09
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
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
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.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
Airtable’s Journey to Scalable Customer Success with Alison Barrett | Episode 083
17 Dec 2024
01:00:50
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
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
Pro Tips for Building a Better Digital CS Program with Marley Wagner | Episode 082
10 Dec 2024
00:55:17
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
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
Building Automations That Enhance Customer Experience with Samantha David of Monday.com | Ep. 081
03 Dec 2024
00:51:23
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
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
Director vs Doer: Staying Relevant and Thriving in the A.I. Era | Episode 098
30 Sep 2025
00:16:05
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
Where to Find Automation Opportunities to Improve Customer AND Employee Experience | Episode 080
26 Nov 2024
00:35:08
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.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
Digital Duct Tape: Leveraging AI to Solve CX Challenges with Scott Wilder | Episode 079
19 Nov 2024
00:39:24
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.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
Lessons in CX Leadership and Strategy with CX "Superwoman" Nat Onions of Customer.io | Episode 078
12 Nov 2024
01:00:34
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
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
Scaling Customer Education for Digital CS with Adam Avramescu of Personio & the CELab Podcast | Episode 077
05 Nov 2024
00:51:43
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
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
Enhancing CX with Targeted Campaigns...and LinkedIn Ads! with Kat Breeggemann of Automox | Episode 076
29 Oct 2024
00:58:48
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
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
Digital Customer Success Maturity Model Assessment Launch and Post Churn-In Q&A | Episode 075
22 Oct 2024
00:27:53
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!
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
Scrappy Automations that Boost Customer Success ROI w/ Joe Di Grande of Joe Does Tech Touch | Episode 074
15 Oct 2024
00:45:27
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)
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
Inside the Build of 15Five's Digital CS Program w/ Natalia Andreeva & Kaelon Russell | Episode 073
08 Oct 2024
00:57:50
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
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
Tattoos to Tech: Larissa Licha’s Mission to Bridge R&D and CS as CEO of Joyn | Episode 072
01 Oct 2024
00:59:57
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
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
Inside Salesforce: Driving Customer Value with AI & Automation with Bernard Slowey, VP of Digital CS | Episode 071
24 Sep 2024
00:59:34
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
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
Humanizing Digital CS and Personal Branding with Bob Mathers | Episode 069
10 Sep 2024
00:42:17
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
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
Scale & Digital at Early Stage Startups w/ Mary Caballero | Episode 068
03 Sep 2024
00:42:32
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
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
Transforming Slack into a Customer Support Hub with Joydeep Sen Sarma, CEO of Clearfeed.ai | Episode 067
27 Aug 2024
00:58:50
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
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
Career Growth in Digital Customer Success with Jess Osborn of GoCardless | Episode 066
20 Aug 2024
00:51:14
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
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
The Four Pillars of Digital Customer Success | Episode 065
13 Aug 2024
00:31:01
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
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
AI Tooling to Drive Growth & Break Down Silos with Masha Krol of Glowstick | Episode 064
06 Aug 2024
00:55:04
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.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
Modern Post-Sale Revenue Growth with Haydar Al-Saad of Revsetter | Episode 063
28 Jul 2024
00:47:06
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.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
Customer Education for Revenue Growth with Greg Rose of Intellum | Episode 062
23 Jul 2024
01:03:32
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.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
Future Proof Your Teams and Career with Rod Cherkas of HelloCCO | Episode 061
16 Jul 2024
00:55:15
This week, we are pleased to bring you a conversation with Rod Cherkas, a SaaS veteran, consultant, author of two books on customer success, and vocal contributor to the CS community.
Rod and Alex discuss his past at Marketo and Gainsight (among others), his newly released book REACH, as well as where he sees the CS profession heading.
Chapters: 00:00:00 - Intro 00:01:18 - Rod’s Background and Path to CS 00:02:42 - Journey from Product to Customer Focus 00:03:45 - Intuit’s Customer-Centric Approach 00:04:27 - Applying Experience Design Principles 00:05:02 - Hello CCO 00:07:00 - Developing Executive-Level Skills 00:09:08 - Practical Impact of REACH Framework 00:10:29 - Importance of Marketing Playbooks 00:11:16 - Commercial Focus in CS Teams 00:13:03 - Learning from Digital Marketing 00:15:45 - Embracing Digital and AI in CS 00:16:15 - Prioritizing Accounts with Growth Potential
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.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
The Art of Collaboration in Digital CS with Holly Goodliffe | Episode 096
08 Apr 2025
00:37:15
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.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
Digital Musings: Measuring Customer Health Without Telemetry and Combatting Imposter Syndrome | Episode 060
09 Jul 2024
00:32:26
In this solo episode, we tackle two primary topics:
Imposter Syndrome specific to Digital CS and how to combat it
Building Customer Health Scores without the benefit of product Telemetry
Along the way, I also share a few news items and resources with you.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
Transformative Digital Experiences through AI and Customer Education with Eric Mistry of Contentsquare | Episode 059
02 Jul 2024
00:52:56
Eric Mistry (Strategy & Shared Services Operations Manager at Contentsquare) has a very unique background and set of skills in education that afford him a fascinating perspective on the customer experience. Eric joins Alex to discuss the evolving use of AI in the workplace, the importance of connecting cross-functional dots, and the future of customer education and digital customer success.
Topics in this Episode:
03:00 - From swim coach to software
05:19 - Higher education and academic technologist
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.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
Hospitality, Drawing from B2C and Rethinking the QBR with Aaron Thompson of SuccessCOACHING | Episode 058
25 Jun 2024
00:50:29
Aaron Thompson (Chief Revenue Officer of SuccessCOACHING and Founder of Red Slacks) has dedicated his professional life to helping companies and CS professionals. He and Alex delve into the importance of leveraging digital technologies and data to enhance customer experience, and explore the benefits of transitioning from high touch to tech touch interactions.
Topics:
02:40 - The origin of the Red Slacks
07:44 - Aaron’s journey into customer success
12:28 - Importance of hospitality experience in CS
17:14 - Digital customer experience definition
19:33 - Leveraging data in digital strategies
26:50 - Rethinking the traditional QBR
34:37 - B2B learns from direct-to-consumer strategies
36:34 - Effective tools in digital CS
40:20 - The missing piece in customer success platforms
This episode was edited 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.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
AI-Powered Customer Success & Predictive Analytics with Arun Balakrishnan and Preetam Jinka of FunnelStory | Episode 057
18 Jun 2024
00:55:40
Preetam Jinka and Arun Balakrishnan, co-founders of FunnelStory, join the podcast to discuss how we’re just scratching the surface with AI and machine learning. They chat with Alex about how FunnelStory is revolutionizing customer success strategies, enabling teams to predict churn, optimize user engagement, and drive revenue growth through data-driven insights.
Additionally, Arun & Preetam share their own insights on A.I. and how Product teams best work with Customer Success.
Chapters: 04:35 - Arun's background in cybersecurity and product managemen 05:25 - How Preetam got started in AI and data engineering 14:00 - The difference between AI and machine learning 18:10 - Some practical applications of AI in customer success 21:14 - An overview of the FunnelStory platform 24:26 - Predictive and prescriptive elements 27:46 - Product telemetry and customer insights 30:26 - Collaboration between product and customer success teams 33:11 - Innovative uses of predictive analytics in customer engagement 38:19 - Discovering hidden metrics through data analysis 39:16 - Leveraging AI and ML for pattern recognition in CS
This episode was edited 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.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
SaaS Economics & Driving Customer Outcomes Digitally with Jay Nathan | Episode 056
11 Jun 2024
00:48:52
Jay Nathan is the co-founder of GrowthCurve.io, Chief Customer Officer at Churnkey, and one of the most respected voices in the customer success community. He joins Alex as they explore Jay’s early career as a software engineer, the integration of AI with other digital tools, and navigating the economic landscape of SaaS.
Chapters:
00:02:28 - Introducing Jay Nathan
00:04:44 - A background in software engineering & web development
00:08:52 - Institutionalizing customer centricity
00:11:05 - Creating a great culture for employees
00:13:19 - Customer success and organizational capability
00:15:22 - Validating usability through customer interviews
00:17:26 - The ABCAI methodology
00:19:34 - Driving outcomes with digital
00:21:43 - AI in the customer success world
00:23:49 - Tailoring technologies for different team structures
00:25:54 - The changing economics of SaaS
00:30:13 - Human-to-human connections
00:32:32 - Managing the customer life cycle
00:34:37 - The intersection of company culture and ROI
00:36:40 - Automating the business development function
00:38:41 - Engaging with customers using marketing tricks
This episode was edited 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.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
The Generative AI Primer for CSMs | Episode 055
04 Jun 2024
00:49:05
In this, my second solo episode - I wanted to spend some time trying to demystify Generative AI for CSMs and CS leaders alike. According to statistics, only 25% of CS workers utilize AI in the workplace on a regular basis, which I think is WAY too low - especially considering how stretched thin most CSMs really are.
So - in this episode, we focus on proper prompting, a few tools that exist out there and a plethora of use-cases for you to dig into:
0:00:00 - Introduction 0:03:55 - Topic introduction. Why GenAI for CSMs 0:08:42 - Why prompting is a fundamental skill to have 0:09:36 - Using the RISEN framework for prompting 0:11:31 - Taking care with proprietary and sensitive information when using Gen AI 0:19:58 - Why it’s a bad idea to just copy and send, without proofreading and personalizing 0:23:01 - Utilizing ChatGPTs memory feature to prevent having to copy/paste your prompts 0:23:55 - Teaching ChatGPT on my tone of voice 0:26:19 - Chaining prompts 0:27:55 - Integrating this into your daily workflow 0:30:21 - ChatGPT vs. Perplexity vs. Google 0:32:42 - Perplexity research use cases for CSMs 0:36:30 - The proliferation of new tools 0:37:19 - AgentCopilot & HeyGen create personalized video for your contacts at scale 0:39:45 - Ariglad analyzes support tickets to create and update knowledge base articles 0:40:48 - Malik automates the creation of decks using your data and insights 0:41:55 - Outro
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
AI Insights to Power Your Business with Josh Schachter of Update AI | Episode 054
Josh Schachter is the Founder and CEO of UpdateAI, the conversation intelligence tool built specifically for the customer success profession. He sits down with Alex to talk product management, the unorthodox genesis of UpdateAI, and, of course, artificial intelligence itself.
Key topics:
00:00 - Introduction
02:50 - Josh's background in product management
05:17 - Joining Idea Lab and finding inspiration
07:52 - How UpdateAI got its name
10:25 - A different perspective as a product manager
13:02 - Commercialization and expansion of a product
15:51 - The value of customer insights
18:24 - Snackable & actionable insights for different stakeholders
23:17 - The future of artificial intelligence in the industry
28:50 - Human interaction in digital
31:37 - Robots on the front line in technical support
This episode was edited 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.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
"Your First" Digital Customer Success Motions with Stijn "Stino" Smet of Whale | Episode 053
In this special edition, Alex sits down with Stijn "Stino" Smet, Head of Customer Success at Whale.io, the host of *two* customer success podcasts, and all-around loose cannon. He joins Alex (in his studio!) for a very special joint episode of their podcasts to discuss career journeys, getting started with a digital practice, and more.
The “more”: 00:00 - Where to start with digital 03:35 - Your First Digital CS Experience 07:12 - The Core of a True Digital Team 10:44 - Meeting an “Idol” 14:15 - Transitioning to Digital Customer Experience 18:03 - Quick Wins in Digital CS 21:28 - Being Ahead of the Curve with Digital Customer Success 25:11 - Stino’s Famous Playbook 28:38 - Achieving Revenue Growth 32:14 - “Light” Success Services 35:40 - Creating and Tracking Campaign Metrics 39:04 - Reviewing and Iterating on Strategies 42:36 - The Sweet Spot 49:48 - Laser beams and confetti 53:40 - Shout Outs
This episode was edited 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.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
State of the Industry and Promise of AI with Jeff Heckler | Episode 052
Today, I'm joined by Jeff Heckler - a CS veteran with a lot of wisdom to share around the state of the industry, the AI tools with the most promise, and Slack overwhelm.
In this episode, we cover a wide variety of topics, including:
00:00:00 - Welcome To The Digital Customer Experience Podcast
00:01:31 - Join The Matik Conference, Earn A $20 Uber Eats Gift Card Giveaway
00:02:56 - Introduction
00:04:21 - Leaving Business Intelligence & Falling Into Software
00:10:17 - Digital Customer Success Since Covid-19
00:11:43 - The Rise Of QR Code
00:13:19 - Contraction In Headcounts And Budgets
00:14:51 - The Economics Of AI And Tech’s Current Struggles In Today’s Economy
00:16:26 - The Most Prominent Digital Trends In CS
00:19:36 - Leveraging Ai Chat Bots For Support Ticket Deflection, Among Other Things
00:20:58 - Communication Overload And Digital Emotions
00:22:29 - Optimizing Digital Workflows And Tools
00:23:58 - The Stickiness Of Tools
00:25:34 - Learning From Mistakes And Cross-Functional Allegiances
00:27:05 - Setting Up A Cadence For Product Sales Marketing Support
00:28:20 - Shifting Mindset For Customer Success Managers
Dickey Singh of Cast.app: https://www.linkedin.com/in/dickey/
+++++++++++++++++
This episode was edited 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.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
Emotional Intelligence in Digital and Treating Customers Like Humans with Jenelle Friday | Episode 051
07 May 2024
00:56:28
Jenelle Friday of Forecastable and the Customer Success Collective’s “CS Leader of the Year” for 2023 is someone who is easily liked. She's hyper-in tune with what makes people tick, and is even the author of her own framework on emotional intelligence in customer success.
In this wonderful chat, we talk about: 00:00 - Caring for your customers 02:27 - Being Authentic in Customer Success 04:41 - A Journey to Customer Success and Emotional Intelligence 06:53 - The Importance of Being Human in Business Relationships 09:11 - Being True to Yourself in Business 11:19 - Acknowledging Fears and Embracing Imperfection 13:29 - Emotional Intelligence and Self-Awareness in Customer Success 15:37 - The Importance of Work in Relationships 17:42 - The Importance of Human Interaction 20:11 - Elevator Pitch for Digital Customer Success 22:25 - The Importance of Emotional Intelligence in Digital Communications 24:39 - Using Emotional Intelligence for Customer Engagement 26:47 - The Importance of Social Awareness in Decision-Making Process 29:06 - Cultural Differences in Customer Success 31:21 - Building a Customer Community 33:33 - Coordinating Communication Across Departments 35:42 - Understanding the Customer Perspective 38:01 - Living Boldly and Courageously 40:26 - Developing Soft Skills in Business 42:27 - Fostering Emotional Intelligence in the Workplace 44:51 - The Importance of Emotional Intelligence in Digital Customer Success 46:54 - Book Recommendations and Finding Normalcy 49:04 - Soft Skill Development and Giving Back to the Community
Enjoy! I know I sure did...
+++++++++++++++++
This episode was edited 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.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
Start Where You Are: Small Steps to Success with Justin Neal | Episode 95
18 Mar 2025
00:34:06
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
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
Celebrating 50 Episodes: Your Digital Customer Experience Questions Answered | Episode 050
30 Apr 2024
00:35:00
As we pop the champagne on our 50th show, a heartfelt thank you is in order for every listener & guest who's joined me on this wild ride through the evolving world of digital customer interactions. It's a transformational moment for the show as we shift from focusing on 'Digital Customer Success' to encompassing the broader 'Digital Customer Experience', ensuring we capture the essence of every digital touchpoint. As such, we are changing the name of the show to 'The Digital Customer Experience Podcast'!
In this episode, I'm going through and answering some of the most frequently asked questions that I get on a regular basis, which leads to the following topics:
00:47 - New Podcast Name Announcement
06:34 - What is Digital Customer Success
07:38 - Digital vs. Scaled
09:49 - Where to start with Digital Customer Success
11:52 - Commonly overlooked vehicles for digital motions
13:13 - Building health scores without product telemetry
14:31 - Identifying user personas based on their activity within your resource
15:05 - SaaS economics and how they impact the proliferation of digital
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
Customer Engagement with AI and Self-Service Strategies with Kari Ardalan of Qualtrics | Episode 049
23 Apr 2024
00:45:26
Kari Ardalan of Qualtrics is a staple in the CS community and has been leading scaled motions for YEARS - which is sometime that not a lot of people can say. She also sits on Gainsight's Digital Advisory Board - so yeah, she's qualified to talk about this stuff. :-)
In this fantastic conversation, we talk about:
Building digital first with humans coming in off of the back of those motions
The evolution of ‘scaled’ from just email and outbound events to a push to come inbound
Building one place portal where customers can go for everything and where CSMs can interact with their customers
How Digital is structured at Qualtrics across various departments
Internal cross-collaboration on digital motions
What to look out for in a digital leader - specifically cross-collaboration and a varied background
Focusing on Support deflection metrics and areas to automate
Other interesting metrics in use at Qualtrics: % CTAs launched, penetration rate of closed success CTAs (conversation), Monthly Active Users, Monthly Active Customers, Flow Completion, % of Renewals Not Assisted by Humans
Balancing being tactical and strategic as a leader
Using special interests among the team to drive career growth and creativity - including Hackathons
Cool examples of digital motions including customer-facing scorecards, micro-learning, AI and self-serve portals.
AI bot & recommendation engine implementation at Qualtrics
Letting data tell you who the customer personas are
The dependency on operations work streams to get things done
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
The Impact of SaaS Economics on CS (Plus Much More!) with Christine Raby | Episode 048
16 Apr 2024
01:03:35
Christine Raby, Founder of DeliverDelight, brings the heat in this episode where we cover off a very wide range of topics - some CS related and some non-CS related. Christine's background is absolutely fascinating and I've been a fan of her presence both on LinkedIn and TikTok for quite some time now.
This episode is full of practical examples and advice for both ICs and leaders alike as we talked about:
How CS is now experiencing similar maturation to what marketing experienced a decade+ ago
Leaders need to be super focused on the benchmarks and metrics vs. how they ‘feel’ things are going
The opinions of whether CS should own revenue or not is completely irrelevant as the goals are similar, the team should be united and therefore measured (and compensated) on the same/or similar metrics
Hyper-personalization together with client success stories is a powerful combination for New Logos and expansion alike (N&E)
Test your "ways of working" in an unscalable manner first and then figure out how to automate & scale it up
AI is a tool - not a replacement for you role - it needs to be leveraged in order to help you get out of reactive mode and into proactively growing your account
Current state of startup economics and how that relates to Customer Success within these businesses
The trend towards de-centralizing CS into a strategy instead of just an org
Taking lessons from B2C
Transitioning PS from a cost center to a revenue center
Equality and Equity in the workplace
Like I said, a wide variety of topics. Enjoy! I know I sure did...
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com