The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I. – Details, episodes & analysis

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

Enjoy! I know I sure did…

Joydeep’s Linkedin: https://www.linkedin.com/in/joydeeps/

Support the show

+++++++++++++++++

Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.

Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.

Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/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

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

Enjoy! I know I sure did...

Jess' LinkedIn: https://www.linkedin.com/in/jessicareserosborn/

Content:

• Unlocking Us with Brené Brown: https://brenebrown.com/podcast-show/unlocking-us/
• Blinkist: https://blinkist.o6eiov.net/JzEe1a

Shoutouts:

• CS Collective
• Layton Chainey: https://www.linkedin.com/in/laytonchaney/
• Sue Nabeth Moore: https://www.linkedin.com/in/sue-nabeth-moore-6470905/

Thank you to our sponsor, QueryPal!
QueryPal is an incredible platform for support leaders who want to optimize their operations!

Thank you to our sponsor, Vitally!
Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr!

Support the show

+++++++++++++++++

Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.

Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.

Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/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

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

Enjoy! I know I sure did...

Preetam's LinkedIn: https://www.linkedin.com/in/preetamjinka/
Arun's LinkedIn: https://www.linkedin.com/in/balakrishnanarun/
FunnelStory: https://funnelstory.ai/

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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.

+++++++++++++++++

Thank you to our sponsor, QueryPal!
QueryPal is an incredible platform for support leaders who want to optimize their operations!

Thank you to our sponsor, Vitally!
Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr!

Support the show

+++++++++++++++++

Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.

Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.

Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/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

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

00:40:40 - Shout outs

Enjoy! I know I sure did...

20% off of the Cover Your SaaS course: https://growthcurve.io/products/coveryoursaas?promo=dcs

Jay's LinkedIn: https://www.linkedin.com/in/jaynathan/

+++++++++++++++++

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.

+++++++++++++++++

Thank you to our sponsor, QueryPal!
QueryPal is an incredible platform for support leaders who want to optimize their operations!

Thank you to our sponsor, Vitally!
Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr!

Support the show

+++++++++++++++++

Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.

Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.

Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/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

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

One link discussed in the show is the DCS Tech Stack on the website: https://digitalcustomersuccess.com/tech-stack/

Enjoy! 

Thank you to our sponsor, QueryPal!
QueryPal is an incredible platform for support leaders who want to optimize their operations!

Thank you to our sponsor, Vitally!
Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr!

Support the show

+++++++++++++++++

Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.

Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.

Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/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

Matik's Scale + CS Virtual Conference: https://bit.ly/scalecs-aturkovic

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
• 34:27 - The power of Chat GPT as a CSM
• 37:04 - Future plans for UpdateAI
• 39:41 - Shoutouts

Enjoy! I know I sure did...

Josh's LinkedIn: https://www.linkedin.com/in/jschachter/
Update AI: https://update.ai

Shoutouts:

• Kristi Faltorusso
• Jon Johnson

+++++++++++++++++

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.

Thank you to our sponsor, QueryPal!
QueryPal is an incredible platform for support leaders who want to optimize their operations!

Thank you to our sponsor, Vitally!
Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr!

Support the show

+++++++++++++++++

Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.

Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.

Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/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

Matik's Scale + CS Virtual Conference: https://bit.ly/scalecs-aturkovic

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

Enjoy! I know I sure did...

Stino's LinkedIn: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/

Shoutouts:

• Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/
• Erika Villareal: https://www.linkedin.com/in/erivillarreal/
• Anika Zubair: https://www.linkedin.com/in/anikazubair/
• Diana de Jesus: https://www.linkedin.com/in/dianadejesus/
• Dillon Young: https://www.linkedin.com/in/dillonryoung/
• Prashanth Jothi: https://www.linkedin.com/in/prashanthjothi/

+++++++++++++++++

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

Thank you to our sponsor, QueryPal!
QueryPal is an incredible platform for support leaders who want to optimize their operations!

Thank you to our sponsor, Vitally!
Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr!

Support the show

+++++++++++++++++

Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.

Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.

Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/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

Link to Matik's Scale + CS Virtual Conference: https://bit.ly/scalecs-aturkovic.

Today, I'm joined by Jeff Heckler - a CS veteran with a lot of wisdom to share around the state of the industry, the AI tools with the most promise, and Slack overwhelm.

In this episode, we cover a wide variety of topics, including:

• 00:00:00 - Welcome To The Digital Customer Experience 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
• 00:29:36 - The Importance Of Cross Collaboration
• 00:31:01 - Shout Out To Dickey Singh And Cast.App

Enjoy! I know I sure did...

Jeff's LinkedIn: https://www.linkedin.com/in/jeffheckler/

Shoutouts:

• Irit Eizips: https://www.linkedin.com/in/eizips/
• 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.

+++++++++++++++++

Thank you to our sponsor, QueryPal!
QueryPal is an incredible platform for support leaders who want to optimize their operations!

Support the show

+++++++++++++++++

Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.

Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.

Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/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

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.

+++++++++++++++++

Thank you to our sponsor, QueryPal!
QueryPal is an incredible platform for support leaders who want to optimize their operations!

Thank you to our sponsor, Vitally!
Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr!

Support the show

+++++++++++++++++

Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.

Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.

Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/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

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
• 18:43 - Measuring the success of digital CS
• 21:54 - Team structure for digital cs
• 26:54 - Technology recommendations
• 30:45 - Outro & Thank you!

A couple of links from the show:

• Website & Newsletter signup: https://digitalcustomersuccess.com
• Digital CS Definition Word Map: https://digitalcustomersuccess.com/digital-cs-word-map/
• DCS Tech Stack: https://digitalcustomersuccess.com/tech-stack/
• Cover Your SaaS Course by Jeff Bruensbach & Jay Nathan: https://growthcurve.io/cover-your-saas

Thank you to our sponsor, QueryPal!
QueryPal is an incredible platform for support leaders who want to optimize their operations!

Support the show

+++++++++++++++++

Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.

Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.

Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/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