The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I. Tue, 07 Jul 2026 19:21:01 -0400 https://digitalcustomersuccess.com en-us © 2026 The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I. yes Support this Podcast 10dfd62b-c394-565a-96e5-29abfdeeafba alex@digitalcustomersuccess.com Alex Turkovic episodic false This podcast is for Customer Experience leaders and practitioners alike; focused on creating community and learning opportunities centered around the burgeoning world of Digital CX.


Hosted by Alex Turkovic, each episode will feature real and in-depth interviews with fascinating people within and without the CS community. We'll cover a wide range of topics, all related to building and innovating your own digital CS practices. ...and of course generative AI will be discussed.


If you enjoy the show, please subscribe, follow, share and leave a review. For more information visit https://digitalcustomersuccess.com 

]]> Buzzsprout (https://www.buzzsprout.com) Digital customer success, digital customer experience, customer experience, ai, generative ai, customer effort score, customer health score, gainsight, customer retention, churn, customer success, NPS, scaled customer success, scaled cs, generative ai Alex Turkovic alex@digitalcustomersuccess.com https://storage.buzzsprout.com/fmb4gzdjy1lscruthd3r3yck5z0p?.jpg The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I. https://digitalcustomersuccess.com Alex Turkovic Why Culture is Key to AI Transformation in CX with Eric Mistry of Zapier | Episode 106 Why Culture is Key to AI Transformation in CX with Eric Mistry of Zapier | Episode 106 In this exciting episode, we catch up with the insightful Eric Mystery, who returns to share his journey into AI transformation at Zapier. Eric, a longtime expert in customer education and deeply entrenched in AI's evolution, now combines these passions to bridge the gap between AI aspiration and real-world implementation for Zapier customers and internal teams.

We dive deep into why mastering AI and digital tools is less about specific platforms and more about cultural adaptation and a "maker mindset." Eric emphasizes that the ability to quickly switch tools, adapt, and learn new technologies is the number one skill set in today's rapidly evolving digital landscape. He shares practical advice for navigating restricted environments, building personal solutions, and leveraging AI to supercharge customer education, moving from simply consuming content to actively creating and iterating. If you're pondering the future of customer experience and education through an AI lens, this episode offers invaluable perspectives.

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 exciting episode, we catch up with the insightful Eric Mystery, who returns to share his journey into AI transformation at Zapier. Eric, a longtime expert in customer education and deeply entrenched in AI's evolution, now combines these passions to bridge the gap between AI aspiration and real-world implementation for Zapier customers and internal teams.

We dive deep into why mastering AI and digital tools is less about specific platforms and more about cultural adaptation and a "maker mindset." Eric emphasizes that the ability to quickly switch tools, adapt, and learn new technologies is the number one skill set in today's rapidly evolving digital landscape. He shares practical advice for navigating restricted environments, building personal solutions, and leveraging AI to supercharge customer education, moving from simply consuming content to actively creating and iterating. If you're pondering the future of customer experience and education through an AI lens, this episode offers invaluable perspectives.

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-19150692 Tue, 12 May 2026 06:00:00 -0500 2809 AI transformation, customer education, Zapier, Eric Mystery, digital customer experience, CX, cultural adaptation, AI tools, skill set, adaptability, AI fluency, learning, digital programs, automation, customer success, content square, SmartCat, AI transl 106 full true Live Vibe Coding Session: How to Build Your Own Suite of CX Tools | Episode 105 Live Vibe Coding Session: How to Build Your Own Suite of CX Tools | Episode 105 Prompt Used for today's show: https://docs.google.com/document/d/1tDG3DKfYpLKwJOU8OKYA0-MWk22yMsIk4q2u2Rt6_FA/edit?usp=sharing

Link to the app we vibe coded: https://poll-spark-stream.lovable.app

Ready to dive into the future of digital tool creation? This week, we're not just talking about vibe coding – we're doing it LIVE! 

Join me as we explore how this transformative approach is reshaping how we build tools, solve problems, and enhance both customer and employee experiences. I'll break down what vibe coding truly means, using practical metaphors and explaining why it's turning traditional coding on its head. We’ll discuss the exciting implications, from the rise of specialized micro-SaaS to teams solving their own unique challenges. 

Plus, I'll share my "biggest unlock" for successful vibe coding: how to craft the perfect initial prompt to get 80% of the way there, right from the start. We'll even demo building a live polling app, so you can see the process firsthand (you might want to check out the video version!). This episode is packed with insights and takes you step-by-step through my own process and recommended tools. 

Don't miss this deep dive into a skill that's quickly becoming essential for anyone in the digital space.

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Prompt Used for today's show: https://docs.google.com/document/d/1tDG3DKfYpLKwJOU8OKYA0-MWk22yMsIk4q2u2Rt6_FA/edit?usp=sharing

Link to the app we vibe coded: https://poll-spark-stream.lovable.app

Ready to dive into the future of digital tool creation? This week, we're not just talking about vibe coding – we're doing it LIVE! 

Join me as we explore how this transformative approach is reshaping how we build tools, solve problems, and enhance both customer and employee experiences. I'll break down what vibe coding truly means, using practical metaphors and explaining why it's turning traditional coding on its head. We’ll discuss the exciting implications, from the rise of specialized micro-SaaS to teams solving their own unique challenges. 

Plus, I'll share my "biggest unlock" for successful vibe coding: how to craft the perfect initial prompt to get 80% of the way there, right from the start. We'll even demo building a live polling app, so you can see the process firsthand (you might want to check out the video version!). This episode is packed with insights and takes you step-by-step through my own process and recommended tools. 

Don't miss this deep dive into a skill that's quickly becoming essential for anyone in the digital space.

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-19050640 Tue, 21 Apr 2026 07:00:00 -0500 3107 105 full false The Biggest AI Unlock for 2026: Scheduling Tasks in Claude | Episode 104 The Biggest AI Unlock for 2026: Scheduling Tasks in Claude | Episode 104 Ever felt like you're constantly playing catch-up in customer experience? What if you had an AI assistant working proactively for you, around the clock? In this episode we dive deep into the game-changing potential of agentic AI, specifically highlighting the new scheduling feature within Claude Cowork.

Until recently, true agentic AI was largely reserved for technical experts. But with Claude Cowork, it's now accessible to the masses, allowing you to automate repetitive, insightful tasks – from daily health reports to weekly QBR prep and churn signal digests. Alex explains how this isn't just about simple automation; it's about spinning up a full agentic loop that reads context, calls tools, and adapts its output. While some limitations exist (hello, Mac desktop app!), the ability to schedule recurring, complex tasks in natural language is a massive unlock for anyone in CX. Get ready to shift from reactive to proactive and reclaim your time!

Download our Digital CX Claude Plugin Suite: shop.digitalcustomersuccess.com

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Ever felt like you're constantly playing catch-up in customer experience? What if you had an AI assistant working proactively for you, around the clock? In this episode we dive deep into the game-changing potential of agentic AI, specifically highlighting the new scheduling feature within Claude Cowork.

Until recently, true agentic AI was largely reserved for technical experts. But with Claude Cowork, it's now accessible to the masses, allowing you to automate repetitive, insightful tasks – from daily health reports to weekly QBR prep and churn signal digests. Alex explains how this isn't just about simple automation; it's about spinning up a full agentic loop that reads context, calls tools, and adapts its output. While some limitations exist (hello, Mac desktop app!), the ability to schedule recurring, complex tasks in natural language is a massive unlock for anyone in CX. Get ready to shift from reactive to proactive and reclaim your time!

Download our Digital CX Claude Plugin Suite: shop.digitalcustomersuccess.com

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-18851559 Tue, 17 Mar 2026 06:00:00 -0500 1512 Agentic AI, Claude Co-Work, AI scheduling, digital customer experience, CX automation, customer success, Mac desktop app, AI assistant, proactive CX, recurring tasks, AI use cases, CRM integration, CS platform, churn signals, QBR preparation, onboarding t 104 full false Unlocking CX Efficiency with Claude, not ChatGPT: Co-Work and Skills Explained | Episode 103 Unlocking CX Efficiency with Claude, not ChatGPT: Co-Work and Skills Explained | Episode 103 Download your CS Claude Plugins: store.digitalcustomersuccess.com

In this episode, Alex dives into a massive shift happening right now in the AI landscape: the move from ChatGPT to Claude. It's a conversation you won't want to miss if you're navigating the rapidly evolving world of AI tools in your CX and CS roles.

Alex shares why Claude is gaining significant traction, particularly for its practical, co-worker-like responses and its advanced functionalities like "Co-Work" and "Skills." We explore how different AI platforms—ChatGPT, Gemini, Perplexity, and Claude—excel in various tasks, helping you decide which tool is best suited for your specific needs, whether it's deep research, image generation, or sophisticated task management.

A highlight of this episode is the introduction of Claude's game-changing features: Co-Work, which acts as a language intermediary for complex projects, and "Skills," customizable actions that automate repeated tasks, from preparing EBRs to generating churn post-mortems. Alex even shares how he built a sophisticated staffing model in just two hours using Co-Work!

Whether you're new to AI or looking to optimize your current stack, this episode offers practical insights and a glimpse into the future of AI co-pilots.

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 


]]> Download your CS Claude Plugins: store.digitalcustomersuccess.com

In this episode, Alex dives into a massive shift happening right now in the AI landscape: the move from ChatGPT to Claude. It's a conversation you won't want to miss if you're navigating the rapidly evolving world of AI tools in your CX and CS roles.

Alex shares why Claude is gaining significant traction, particularly for its practical, co-worker-like responses and its advanced functionalities like "Co-Work" and "Skills." We explore how different AI platforms—ChatGPT, Gemini, Perplexity, and Claude—excel in various tasks, helping you decide which tool is best suited for your specific needs, whether it's deep research, image generation, or sophisticated task management.

A highlight of this episode is the introduction of Claude's game-changing features: Co-Work, which acts as a language intermediary for complex projects, and "Skills," customizable actions that automate repeated tasks, from preparing EBRs to generating churn post-mortems. Alex even shares how he built a sophisticated staffing model in just two hours using Co-Work!

Whether you're new to AI or looking to optimize your current stack, this episode offers practical insights and a glimpse into the future of AI co-pilots.

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 


]]> Alex Turkovic Buzzsprout-18812762 Tue, 10 Mar 2026 06:00:00 -0500 1053 AI, Claude, ChatGPT, Digital Customer Experience, DCX Podcast, Customer Success, Customer Experience, Anthropic, Gemini, Perplexity, AI platforms, LLMs, AI tools, Co-Work, AI Skills, workflow automation, corporate AI, AI in CS, AI in CX, software developm 103 full false The Digital Divorce: Moving Customers from CSMs to Self-Serve | Episode 102 The Digital Divorce: Moving Customers from CSMs to Self-Serve | Episode 102 In this episode, we tackle the ago-old question in digital customer success: how do you gracefully transition customers from ahigh-touch, one-on-one CSM relationship to a scalable self-serve digital motion?

It's a critical challenge as businesses grow and seek to optimize valuable CSM time.

We dive deep into why segmentation needs to go beyond just Annual Recurring Revenue (ARR), exploring additional factors like product complexity and future growth potential to ensure the right customers get the right level of human support.

Discover the prerequisites for a successful digital transition, including the necessity of a robust, self-serve foundation and a smart triggering mechanism to proactively engage customers. 

I share insights on reframing the conversation from "what they're losing" to "what they're gaining," and the importance of always providing a human bailout option.

We also touch on virtual QBRs and auto-renewal strategies. 

Join me to learn how to prepare your CS motions for digital, keep customers engaged and empower them in a hybrid digital-human experience.


Email Template mentioned in the show: https://docs.google.com/document/d/1SSTLT2iOZ7O271zvJ2n55jHx3MgWrO72IMrSM56HXs4/edit?usp=sharing

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, we tackle the ago-old question in digital customer success: how do you gracefully transition customers from ahigh-touch, one-on-one CSM relationship to a scalable self-serve digital motion?

It's a critical challenge as businesses grow and seek to optimize valuable CSM time.

We dive deep into why segmentation needs to go beyond just Annual Recurring Revenue (ARR), exploring additional factors like product complexity and future growth potential to ensure the right customers get the right level of human support.

Discover the prerequisites for a successful digital transition, including the necessity of a robust, self-serve foundation and a smart triggering mechanism to proactively engage customers. 

I share insights on reframing the conversation from "what they're losing" to "what they're gaining," and the importance of always providing a human bailout option.

We also touch on virtual QBRs and auto-renewal strategies. 

Join me to learn how to prepare your CS motions for digital, keep customers engaged and empower them in a hybrid digital-human experience.


Email Template mentioned in the show: https://docs.google.com/document/d/1SSTLT2iOZ7O271zvJ2n55jHx3MgWrO72IMrSM56HXs4/edit?usp=sharing

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 


]]> Alex Turkovic Buzzsprout-18779120 Tue, 03 Mar 2026 06:00:00 -0600 1380 102 full false Beyond the Job Description: Career Growth in Digital CS with Stephanie Blair | Episode 101 | Episode 101 Beyond the Job Description: Career Growth in Digital CS with Stephanie Blair | Episode 101 | Episode 101 Today I’m joined by Stephanie Blair, Founder of Know & Flourish (https://knowandflourish.com/), for a practical conversation on digital career growth in Customer Success. We dig into how to build a career identity (not just a title), why experimentation matters, and how to expand your lane without burning out. You’ll hear a real-world example from my team of turning a scrappy spreadsheet into a lightweight web tool, and what that kind of initiative can do for your brand inside the business.

We also talk about the shift in CS org design: the rise of digital program managers, AI-assisted workflows, and yes - why human, IRL moments still win renewals. 

If you’re exploring a pivot into CS (from sales/marketing/product) or within CS (service → expansion, or IC → leader), Stephanie breaks down how to translate your skills, control your narrative, and interview like a peer.

Housekeeping: I’ll be co-chairing the CS Summit in Austin later this month, and the Digital CX Masterclass is coming soon join the waitlist at https://DigitalCustomerSuccess.com/Masterclass to be first in line.

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Today I’m joined by Stephanie Blair, Founder of Know & Flourish (https://knowandflourish.com/), for a practical conversation on digital career growth in Customer Success. We dig into how to build a career identity (not just a title), why experimentation matters, and how to expand your lane without burning out. You’ll hear a real-world example from my team of turning a scrappy spreadsheet into a lightweight web tool, and what that kind of initiative can do for your brand inside the business.

We also talk about the shift in CS org design: the rise of digital program managers, AI-assisted workflows, and yes - why human, IRL moments still win renewals. 

If you’re exploring a pivot into CS (from sales/marketing/product) or within CS (service → expansion, or IC → leader), Stephanie breaks down how to translate your skills, control your narrative, and interview like a peer.

Housekeeping: I’ll be co-chairing the CS Summit in Austin later this month, and the Digital CX Masterclass is coming soon join the waitlist at https://DigitalCustomerSuccess.com/Masterclass to be first in line.

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-18645388 Tue, 10 Feb 2026 06:00:00 -0600 2425 Customer Success, Digital Customer Success, CS career growth, career identity, experimentation, renewals, expansion, NRR, adoption, AI in CS, automation, digital program manager, low-code, no-code, tooling, interview strategy, peer panel, hiring, candidat 101 full false Retention Is Existential: Gainsight’s New CEO Chuck Ganapathi on RaaS, AI Agents & the 80/20 Trap | Episode 100 Retention Is Existential: Gainsight’s New CEO Chuck Ganapathi on RaaS, AI Agents & the 80/20 Trap | Episode 100 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.

Links in Today's Episode:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> 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.

Links in Today's Episode:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-18121859 Tue, 04 Nov 2025 06:00:00 -0600 3419 100 full false Voice to Value: I Used ChatGPT Voice to Help Build an Automation | Episode 099 Voice to Value: I Used ChatGPT Voice to Help Build an Automation | Episode 099 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.

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 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.

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 


]]> Alex Turkovic Buzzsprout-17955905 Tue, 07 Oct 2025 06:00:00 -0500 1292 Digital customer success, CX automation, ChatGPT voice mode, Gong, call transcripts, Airtable, Zapier, internal chatbot, product feedback, customer insights, deep linking, transcript hygiene, PII minimization, vendor privacy, GDPR, CCPA, data governance, 99 full false Director vs Doer: Staying Relevant and Thriving in the A.I. Era | Episode 098 Director vs Doer: Staying Relevant and Thriving in the A.I. Era | Episode 098 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.

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, 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.

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 


]]> Alex Turkovic Buzzsprout-17921367 Tue, 30 Sep 2025 06:00:00 -0500 957 Digital customer success, customer success leadership, Director vs Doer, strategic CS, tactical execution, digital CS programs, digital strategy, CS leadership trap, proactive customer success, time management, stakeholder alignment, CS operations, progra 98 full false Unreasonable Hospitality & Magic Customer Moments at Scale | Episode 097 Unreasonable Hospitality & Magic Customer Moments at Scale | Episode 097 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.


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 


]]> 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.


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 


]]> Alex Turkovic Buzzsprout-17889425 Tue, 23 Sep 2025 06:00:00 -0500 1012 digital customer success, customer success, scaled customer success, scaled cs, digital cs, artificial intelligence, unreasonable hospitality 97 full false The Art of Collaboration in Digital CS with Holly Goodliffe | Episode 096 The Art of Collaboration in Digital CS with Holly Goodliffe | Episode 096 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.


Chapters:

  • Complexity, stakeholders, and collaboration  
  • Navigating toes and turf wars  
  • Building trust through shared strategy  
  • Key traits of successful digital leaders  
  • What Holly’s clients are asking for now  
  • Digital doesn’t have to be daunting  
  • Spotify Wrapped vibes for B2B  
  • The data dilemma and simple starts  
  • Omnichannel kindergarten vs. strategy  
  • The art of simple, timely CTAs  
  • Scrum mindset for digital execution  
  • Staying smart with content and courage  

Enjoy! I know I sure did…

Holly's Linkedin: https://www.linkedin.com/in/hollygoodliffe/

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> 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.


Chapters:

  • Complexity, stakeholders, and collaboration  
  • Navigating toes and turf wars  
  • Building trust through shared strategy  
  • Key traits of successful digital leaders  
  • What Holly’s clients are asking for now  
  • Digital doesn’t have to be daunting  
  • Spotify Wrapped vibes for B2B  
  • The data dilemma and simple starts  
  • Omnichannel kindergarten vs. strategy  
  • The art of simple, timely CTAs  
  • Scrum mindset for digital execution  
  • Staying smart with content and courage  

Enjoy! I know I sure did…

Holly's Linkedin: https://www.linkedin.com/in/hollygoodliffe/

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-16935710 Tue, 08 Apr 2025 06:00:00 -0500 2201 digital customer success,customer experience strategy,b2b customer engagement,omnichannel strategy,customer journey mapping,Holly Goodliffe,CX,digital transformation,CS leadership,proactive customer success,data-driven CX,scrum for customer success,person 96 full false Start Where You Are: Small Steps to Success with Justin Neal | Episode 95 Start Where You Are: Small Steps to Success with Justin Neal | Episode 95 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  
  • 21:05 - Nailing the first 30 days of CS  
  • 23:52 - Seeing digital excellence in the wild  

Enjoy! I know I sure did…

Justin's Linkedin: https://www.linkedin.com/in/justintneal/


If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> 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  
  • 21:05 - Nailing the first 30 days of CS  
  • 23:52 - Seeing digital excellence in the wild  

Enjoy! I know I sure did…

Justin's Linkedin: https://www.linkedin.com/in/justintneal/


If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-16806341 Tue, 18 Mar 2025 06:00:00 -0500 2011 digital customer success,customer success strategy,CS automation,customer experience,digital CS,b2b customer success,CS ops,customer retention,customer engagement,tech touch CS,scaling customer success,startup customer success,enterprise CS,digital transf 95 full false Turning Written Customer Feedback into Meaningful Action for Your Brand | Episode 094 Turning Written Customer Feedback into Meaningful Action for Your Brand | Episode 094 Are you leveraging customer feedback for growth and improvement? In this episode of the Digital CX Podcast, we explore how to transform customer feedback into actionable insights. We discuss the importance of responding to written feedback, especially in the realm of NPS surveys, where qualitative insights can reveal more than numeric scores ever could. 

Chapters:
00:00 - Intro
01:58 - Responding to survey responses in a meaningful way
03:39 - The written feedback is the gold
04:25 - Ideas for responding to written feedback
07:32 - Exec vs. User NPS
09:48 - What good looks like
13:15 - It’s operationally difficult, but worth it
14:33 - Actually responding to your survey respondents can differentiate you
14:56 - Responding creates return respondents 

Enjoy! I know I sure did...

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 


]]> Are you leveraging customer feedback for growth and improvement? In this episode of the Digital CX Podcast, we explore how to transform customer feedback into actionable insights. We discuss the importance of responding to written feedback, especially in the realm of NPS surveys, where qualitative insights can reveal more than numeric scores ever could. 

Chapters:
00:00 - Intro
01:58 - Responding to survey responses in a meaningful way
03:39 - The written feedback is the gold
04:25 - Ideas for responding to written feedback
07:32 - Exec vs. User NPS
09:48 - What good looks like
13:15 - It’s operationally difficult, but worth it
14:33 - Actually responding to your survey respondents can differentiate you
14:56 - Responding creates return respondents 

Enjoy! I know I sure did...

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 


]]> Alex Turkovic Buzzsprout-16729474 Tue, 04 Mar 2025 06:00:00 -0600 1139 94 full true Back to Basics: The Art of the Renewal Flow | Episode 093 Back to Basics: The Art of the Renewal Flow | Episode 093 In the spirit of showing our work - I figured I'd take this solo episode as an opportunity to walk you through a renewal flow I've been working on with the team! We also talk about my recent appearance on The Daily Standup where we talk about overcomplicating digital CS. 

Lastly, I'd love for you to submit your own work for a mini show-and-tell where you come on to talk about the great things you're building!

Chapters:
00:00 - Intro 
03:41 - Overcomplicating digital
05:18 - Digital automation should support the human, not the other way around
07:28 - Showing my work: Pre-renewal flow
12:10 - Design these flows WITH your teams - not in a bubble
13:05 - The renewal flow
18:34 - Is it overkill?
21:10 - What I don’t like about the flow - future expansion
22:05 - Let your customers choose how they want to be communicated with
24:00 - Submit your own work for the show ! Alex@digitalcustomersuccess.com

Enjoy! I know I sure did...

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 the spirit of showing our work - I figured I'd take this solo episode as an opportunity to walk you through a renewal flow I've been working on with the team! We also talk about my recent appearance on The Daily Standup where we talk about overcomplicating digital CS. 

Lastly, I'd love for you to submit your own work for a mini show-and-tell where you come on to talk about the great things you're building!

Chapters:
00:00 - Intro 
03:41 - Overcomplicating digital
05:18 - Digital automation should support the human, not the other way around
07:28 - Showing my work: Pre-renewal flow
12:10 - Design these flows WITH your teams - not in a bubble
13:05 - The renewal flow
18:34 - Is it overkill?
21:10 - What I don’t like about the flow - future expansion
22:05 - Let your customers choose how they want to be communicated with
24:00 - Submit your own work for the show ! Alex@digitalcustomersuccess.com

Enjoy! I know I sure did...

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-16687226 Tue, 25 Feb 2025 06:00:00 -0600 1710 93 full false Inside Fullstory’s Approach to In-App Engagement with Talia Root and Brent Hildebrand | Episode 092 Inside Fullstory’s Approach to In-App Engagement with Talia Root and Brent Hildebrand | Episode 092 Talia Root and Brent Hildebrand from Fullstory join the Digital CX podcast to discuss the evolving role of digital customer experience, from in-app engagement to balancing scale with personalization. They share insights on measuring success, prioritizing product development, and the key skills that make a great program manager in the digital landscape.

Chapters:

  • 00:03 - Intro
  • 04:18 - Talia’s journey from retail to digital success  
  • 05:42 - Brent’s path from sales to digital CX  
  • 07:30 - Scale vs. digital: What’s the difference?  
  • 09:15 - The push for in-app engagement  
  • 12:09 - Choosing what to build first  
  • 16:00 - Measuring success: Metrics that matter  
  • 21:29 - Balancing in-app and email engagement  
  • 27:15 - What makes a great program manager?  
  • 33:39 - Digital wins (and fails) in the wild  
  • 35:19 - Shoutouts to digital leaders  

Enjoy! I know I sure did…

Talia's Linkedin: https://www.linkedin.com/in/talia-root/
Brent's LinkedIn: https://www.linkedin.com/in/brent-hildebrand-422a9397/


If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Talia Root and Brent Hildebrand from Fullstory join the Digital CX podcast to discuss the evolving role of digital customer experience, from in-app engagement to balancing scale with personalization. They share insights on measuring success, prioritizing product development, and the key skills that make a great program manager in the digital landscape.

Chapters:

  • 00:03 - Intro
  • 04:18 - Talia’s journey from retail to digital success  
  • 05:42 - Brent’s path from sales to digital CX  
  • 07:30 - Scale vs. digital: What’s the difference?  
  • 09:15 - The push for in-app engagement  
  • 12:09 - Choosing what to build first  
  • 16:00 - Measuring success: Metrics that matter  
  • 21:29 - Balancing in-app and email engagement  
  • 27:15 - What makes a great program manager?  
  • 33:39 - Digital wins (and fails) in the wild  
  • 35:19 - Shoutouts to digital leaders  

Enjoy! I know I sure did…

Talia's Linkedin: https://www.linkedin.com/in/talia-root/
Brent's LinkedIn: https://www.linkedin.com/in/brent-hildebrand-422a9397/


If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-16639484 Tue, 18 Feb 2025 06:00:00 -0600 2408 Digital customer experience, CX strategy, in-app engagement, customer success, digital transformation, product development, SaaS growth, Fullstory, digital program management, user analytics, customer journey, scale vs. digital, AI in CX, personalization 92 full false Handwritten Notes as a CX Strategy to Surprise & Delight with David Wachs of Handwrytten | Episode 091 Handwritten Notes as a CX Strategy to Surprise & Delight with David Wachs of Handwrytten | Episode 091 David Wachs, founder and CEO of Handwritten, joins the show to discuss how automated handwritten notes can create meaningful customer connections at scale. He and Alex explore the power of personalized outreach, the role of robotics in writing thank-you notes, and how businesses can use this approach to surprise, delight, and build stronger relationships with their customers.

Chapters:
00:00 - Why handwritten notes still matter  
02:22 - Introducing David Wachs of Handwritten  
02:36 - How robots write handwritten notes  
04:09 - Scaling personalization with automation  
05:57 - The power of thank-you notes in business  
10:29 - Inside Handwrytten’s robot-powered facility  
13:41 - Handwritten notes as a CS game-changer  
16:04 - Turning complaints into superfans  
23:07 - How handwritten notes surprise and delight  
25:58 - Common mistakes to avoid with automation  
30:16 - The role of data in personalized outreach  

Enjoy! I know I sure did…

David's LinkedIn: https://www.linkedin.com/in/davidwachs/


If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> David Wachs, founder and CEO of Handwritten, joins the show to discuss how automated handwritten notes can create meaningful customer connections at scale. He and Alex explore the power of personalized outreach, the role of robotics in writing thank-you notes, and how businesses can use this approach to surprise, delight, and build stronger relationships with their customers.

Chapters:
00:00 - Why handwritten notes still matter  
02:22 - Introducing David Wachs of Handwritten  
02:36 - How robots write handwritten notes  
04:09 - Scaling personalization with automation  
05:57 - The power of thank-you notes in business  
10:29 - Inside Handwrytten’s robot-powered facility  
13:41 - Handwritten notes as a CS game-changer  
16:04 - Turning complaints into superfans  
23:07 - How handwritten notes surprise and delight  
25:58 - Common mistakes to avoid with automation  
30:16 - The role of data in personalized outreach  

Enjoy! I know I sure did…

David's LinkedIn: https://www.linkedin.com/in/davidwachs/


If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-16592515 Tue, 11 Feb 2025 06:00:00 -0600 2135 handwritten notes,customer experience,personalized outreach,business automation,customer engagement,thank you notes,handwritten letters,robotic writing,customer success,brand loyalty,marketing automation,AI in customer service,digital CX,customer retentio 91 full false Transforming Customer Experience with AI-Driven Chatbots and Productivity Tools | Episode 090 Transforming Customer Experience with AI-Driven Chatbots and Productivity Tools | Episode 090 In this solo episode of the podcast, I address some recent questions I've gotten specifically about A.I. in CS. A few tangents are included as per usual:

Chapters:
00:00 - Intro
02:42 - When is your program ready for A.I.?
04:10 - Data readiness for installing A.I.
08:14 - Using AI for content generation 
11:05 - Staying current or getting up to speed on A.I. 
13:25 - Ticket deflection with A.I.
16:00 - Utilizing A.I. in establishing integrations and configurations
17:03 - A.I. Chatbots
18:03 - Google’s NotebookLM use cases
20:35 - What to watch out for in adopting A.I.
23:10 - Start with the Simple Things!

Enjoy! I know I sure did...

Special shoutouts in this episode go out to Ariglad, Clueso, HeyGen, QueryPal and Vitally!

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 solo episode of the podcast, I address some recent questions I've gotten specifically about A.I. in CS. A few tangents are included as per usual:

Chapters:
00:00 - Intro
02:42 - When is your program ready for A.I.?
04:10 - Data readiness for installing A.I.
08:14 - Using AI for content generation 
11:05 - Staying current or getting up to speed on A.I. 
13:25 - Ticket deflection with A.I.
16:00 - Utilizing A.I. in establishing integrations and configurations
17:03 - A.I. Chatbots
18:03 - Google’s NotebookLM use cases
20:35 - What to watch out for in adopting A.I.
23:10 - Start with the Simple Things!

Enjoy! I know I sure did...

Special shoutouts in this episode go out to Ariglad, Clueso, HeyGen, QueryPal and Vitally!

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-16559042 Tue, 04 Feb 2025 06:00:00 -0600 1747 90 full false Current State of AI in CS and Introducing MondAI CS with Michael Forney | Episode 089 Current State of AI in CS and Introducing MondAI CS with Michael Forney | Episode 089 Customer Success Summit in Austin on February 11th & 12th: https://events.customersuccesscollective.com/location/austin

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

Enjoy! I know I sure did...

Follow Michael's Podcast MondAI CS here: https://open.spotify.com/show/497aLePSmsVJs1mMwn5dSL
Michael's LinkedIn: https://www.linkedin.com/in/michael-forney/

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Customer Success Summit in Austin on February 11th & 12th: https://events.customersuccesscollective.com/location/austin

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

Enjoy! I know I sure did...

Follow Michael's Podcast MondAI CS here: https://open.spotify.com/show/497aLePSmsVJs1mMwn5dSL
Michael's LinkedIn: https://www.linkedin.com/in/michael-forney/

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-16506630 Tue, 28 Jan 2025 06:00:00 -0600 2665 89 full false Digital CS and the Job Market with the Return of Dillon Young of Lifetime Value Media | Episode 088 Digital CS and the Job Market with the Return of Dillon Young of Lifetime Value Media | Episode 088 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

Enjoy! I know I sure did…

Dillon's Linkedin: https://www.linkedin/com/in/dillonryoung

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> 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

Enjoy! I know I sure did…

Dillon's Linkedin: https://www.linkedin/com/in/dillonryoung

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-16472662 Tue, 21 Jan 2025 06:00:00 -0600 2869 Digital customer success, customer experience, micro-content strategy, Lifetime Value Media, Dillon Young, empathetic customer service, networking strategies, career growth tips, personal branding, digital transformation, CX podcast, AI in customer succes 88 full false From B2C to B2B: Simplicity is Key in Digital CS with Ed Powers | Episode 087 From B2C to B2B: Simplicity is Key in Digital CS with Ed Powers | Episode 087 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  
  • 43:28 - Constant innovation and experimentation  

Enjoy! I know I sure did…

Ed's Linkedin: https://www.linkedin.com/in/ed-powers-ab5315/


If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> 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  
  • 43:28 - Constant innovation and experimentation  

Enjoy! I know I sure did…

Ed's Linkedin: https://www.linkedin.com/in/ed-powers-ab5315/


If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-16433000 Tue, 14 Jan 2025 06:00:00 -0600 2885 Digital Customer Success, CX strategies, customer retention, B2B CX, B2C insights, revenue impact, customer journey mapping, customer loyalty, exit interviews, customer success innovation, scalable CS, Peloton CX strategy, Ben & Jerry's customer experienc 87 full false Ed Powers Alex Turkovic Data Hygiene for Great Customer Experiences with Irwin Hipsman of Repetitos | Episode 086 Data Hygiene for Great Customer Experiences with Irwin Hipsman of Repetitos | Episode 086 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  
  • 05:11 - Account vs. individual health scores  
  • 06:12 - The basics of customer database health  
  • 08:03 - Challenges in tracking customer movement  
  • 09:26 - Irwin’s path from radio to digital  
  • 12:54 - Misaligned languages among teams  
  • 15:57 - What digital CS should strive for
  • 21:47 - Prioritizing data cleanup  
  • 28:16 - Tracking champions who leave  
  • 32:12 - Keeping data hygiene ongoing  
  • 36:11 - Segmentation errors and blunders

Enjoy! I know I sure did…

Irwin's Linkedin: https://www.linkedin.com/in/irwinhipsman/
Repetitos: https://repetitos.com/


If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> 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  
  • 05:11 - Account vs. individual health scores  
  • 06:12 - The basics of customer database health  
  • 08:03 - Challenges in tracking customer movement  
  • 09:26 - Irwin’s path from radio to digital  
  • 12:54 - Misaligned languages among teams  
  • 15:57 - What digital CS should strive for
  • 21:47 - Prioritizing data cleanup  
  • 28:16 - Tracking champions who leave  
  • 32:12 - Keeping data hygiene ongoing  
  • 36:11 - Segmentation errors and blunders

Enjoy! I know I sure did…

Irwin's Linkedin: https://www.linkedin.com/in/irwinhipsman/
Repetitos: https://repetitos.com/


If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-16392713 Tue, 07 Jan 2025 06:00:00 -0600 2885 Digital customer success, data hygiene, customer engagement, customer database health, account health scores, individual health scores, digital CX, Irwin Hipsman, Repetitos, customer movement tracking, digital transformation, data-driven insights, custome 86 full false End Of Year Recap as Told by Google’s NotebookLM | Episode 085 End Of Year Recap as Told by Google’s NotebookLM | Episode 085 Support the show

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

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

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

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


]]> 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 


]]> Alex Turkovic Buzzsprout-16359430 Tue, 31 Dec 2024 06:00:00 -0600 667 85 full false Using Google's NotebookLM to Produce a Podcast and Summarize Docs | Episode 084 Using Google's NotebookLM to Produce a Podcast and Summarize Docs | Episode 084 Link to this episode on YouTube: https://youtu.be/23MrFuVuMmg

In this episode, I give you an "over-the-shoulder" peek into using Google's NotebookLM to produce next week's podcast episode!

That is perhaps the most surprising feature of this amazing free tool. Besides that, it's great at summarizing documents or web pages for easy consumption and can be a great resource for you to have in your digital back pocket!

Chapters:
00:00 - Intro
07:21 - Using Google's NotebookLM

Shoutout to Marley Wagner and Bob London who did this LIVE at ChurnZero.

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 this episode on YouTube: https://youtu.be/23MrFuVuMmg

In this episode, I give you an "over-the-shoulder" peek into using Google's NotebookLM to produce next week's podcast episode!

That is perhaps the most surprising feature of this amazing free tool. Besides that, it's great at summarizing documents or web pages for easy consumption and can be a great resource for you to have in your digital back pocket!

Chapters:
00:00 - Intro
07:21 - Using Google's NotebookLM

Shoutout to Marley Wagner and Bob London who did this LIVE at ChurnZero.

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-16333639 Tue, 24 Dec 2024 06:00:00 -0600 1628 Google, NotebookLM 84 full false Airtable’s Journey to Scalable Customer Success with Alison Barrett | Episode 083 Airtable’s Journey to Scalable Customer Success with Alison Barrett | Episode 083 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
  • 06:32 - Mixpanel & the rise of product analytics
  • 09:06 - Slack's champion program: Fostering in-house advocates
  • 12:29 - Scaling CS: Operations, tools and voice of customer
  • 18:16 - Airtable ambassador program & NDR success story
  • 21:55 - Building AI use cases in CS with Airtable
  • 30:29 - Creating a scalable customer education ecosystem
  • 36:15 - Prioritizing quick wins & standardizing playbooks
  • 37:28 - The power of cross-functional collaboration
  • 41:52 - Empowering teams through mission & vision clarity
  • 45:59 - Capturing executive alignment with walking decks

Enjoy! I know I sure did...

Alison's LinkedIn: https://www.linkedin.com/in/alison-barrett-cs/

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> 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
  • 06:32 - Mixpanel & the rise of product analytics
  • 09:06 - Slack's champion program: Fostering in-house advocates
  • 12:29 - Scaling CS: Operations, tools and voice of customer
  • 18:16 - Airtable ambassador program & NDR success story
  • 21:55 - Building AI use cases in CS with Airtable
  • 30:29 - Creating a scalable customer education ecosystem
  • 36:15 - Prioritizing quick wins & standardizing playbooks
  • 37:28 - The power of cross-functional collaboration
  • 41:52 - Empowering teams through mission & vision clarity
  • 45:59 - Capturing executive alignment with walking decks

Enjoy! I know I sure did...

Alison's LinkedIn: https://www.linkedin.com/in/alison-barrett-cs/

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-16236265 Tue, 17 Dec 2024 06:00:00 -0600 3466 Customer Success, Airtable, Alison Barrett, Digital CX Podcast, customer experience, CX strategy, scalable customer education, ambassador programs, AI in customer success, cross-functional collaboration, NDR growth, operational efficiency, product analyti 83 full false Alison Barrett Alex Turkovic Pro Tips for Building a Better Digital CS Program with Marley Wagner | Episode 082 Pro Tips for Building a Better Digital CS Program with Marley Wagner | Episode 082 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  

Enjoy! I know I sure did…

Marley's Linkedin: https://www.linkedin.com/in/marleywagner/


If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> 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  

Enjoy! I know I sure did…

Marley's Linkedin: https://www.linkedin.com/in/marleywagner/


If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-16227187 Tue, 10 Dec 2024 06:00:00 -0600 3133 Digital Customer Success, customer success strategy, marketing and customer success collaboration, digital CX, B2B customer engagement, automation in customer success, measuring digital CS programs, QBR automation, executive engagement strategies, digital 82 full false Marley Wagner Alex Turkovic Building Automations That Enhance Customer Experience with Samantha David of Monday.com | Ep. 081 Building Automations That Enhance Customer Experience with Samantha David of Monday.com | Ep. 081 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

Enjoy! I know I sure did…

Samantha's Linkedin: https://www.linkedin.com/in/samanthaedavid/

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> 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

Enjoy! I know I sure did…

Samantha's Linkedin: https://www.linkedin.com/in/samanthaedavid/

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-16208946 Tue, 03 Dec 2024 06:00:00 -0600 2899 Digital Customer Success, Digital CX, Customer Success Strategies, CX Automation, Proactive Customer Experience, Scaling Customer Success, Human and Digital Integration, Customer Success Technology, Automation in CS, Digital Program Manager, Product Manag 81 full false Samantha David Alex Turkovic Where to Find Automation Opportunities to Improve Customer AND Employee Experience | Episode 080 Where to Find Automation Opportunities to Improve Customer AND Employee Experience | Episode 080 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.

Links:
- Monthly Digital & Scale Meetup - digitalsuccess.gradual.us
- Digital CS Maturity Assessment - https://digitalcustomersuccess.com/dcsmaturity

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> 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.

Links:
- Monthly Digital & Scale Meetup - digitalsuccess.gradual.us
- Digital CS Maturity Assessment - https://digitalcustomersuccess.com/dcsmaturity

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-16159069 Tue, 26 Nov 2024 06:00:00 -0600 2074 80 full false Digital Duct Tape: Leveraging AI to Solve CX Challenges with Scott Wilder | Episode 079 Digital Duct Tape: Leveraging AI to Solve CX Challenges with Scott Wilder | Episode 079 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.

Chapters:

  • 04:02 - Transition to digital growth
  • 06:57 - Inbound vs. outbound digital CX
  • 08:35 - The struggle with platform silos
  • 10:01 - AI in Clari’s CX strategy
  • 11:53 - Chatbots and federated search
  • 13:12 - Building the business case for AI
  • 14:32 - Customer-driven innovation in CS
  • 16:59 - Tackling data hygiene challenges
  • 19:45 - Fun approaches to data cleanup
  • 21:01 - Selecting the right chatbot vendor
  • 24:05 - Embracing B2C innovation in B2B
  • 28:23 - SMS as an untapped B2B strategy
  • 30:30 - Exploring AI and educational resources

Enjoy! I know I sure did…

Scott's Linkedin: https://www.linkedin.com/in/wilder/
Join our Monthly Meetup: https://digitalsuccess.gradual.us/

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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, host Alex Turkovic chats with Scott Wilder, Head of Digital Success at Clari with a wealth of previous experience from Google, Adobe, and HubSpot among others. The conversation explores leveraging AI for customer success, integrating data across platforms, and adopting B2C innovation to enhance digital experiences in the B2B space.

Chapters:

  • 04:02 - Transition to digital growth
  • 06:57 - Inbound vs. outbound digital CX
  • 08:35 - The struggle with platform silos
  • 10:01 - AI in Clari’s CX strategy
  • 11:53 - Chatbots and federated search
  • 13:12 - Building the business case for AI
  • 14:32 - Customer-driven innovation in CS
  • 16:59 - Tackling data hygiene challenges
  • 19:45 - Fun approaches to data cleanup
  • 21:01 - Selecting the right chatbot vendor
  • 24:05 - Embracing B2C innovation in B2B
  • 28:23 - SMS as an untapped B2B strategy
  • 30:30 - Exploring AI and educational resources

Enjoy! I know I sure did…

Scott's Linkedin: https://www.linkedin.com/in/wilder/
Join our Monthly Meetup: https://digitalsuccess.gradual.us/

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-16131121 Tue, 19 Nov 2024 06:00:00 -0600 2329 digital customer success, AI in customer success, digital CX, Scott Wilder Clari, artificial intelligence in business, customer experience podcast, B2B digital innovation, AI chatbots, federated search, customer data hygiene, scaled customer success, B2C 79 full false Scott Wilder Alex Turkovic Lessons in CX Leadership and Strategy with CX "Superwoman" Nat Onions of Customer.io | Episode 078 Lessons in CX Leadership and Strategy with CX "Superwoman" Nat Onions of Customer.io | Episode 078 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

Enjoy! I know I sure did…

Nat's Linkedin: https://www.linkedin.com/in/natalie-onions/

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> 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

Enjoy! I know I sure did…

Nat's Linkedin: https://www.linkedin.com/in/natalie-onions/

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-16086573 Tue, 12 Nov 2024 06:00:00 -0600 3449 CX leadership, customer experience, digital CX, Nat Onions, customer success, digital transformation, automation in customer service, AI in CX, virtual assistants, SMS marketing, AI for customer support, personalization in customer engagement, gender dive 78 full false Nat Onions Alex Turkovic Scaling Customer Education for Digital CS with Adam Avramescu of Personio & the CELab Podcast | Episode 077 Scaling Customer Education for Digital CS with Adam Avramescu of Personio & the CELab Podcast | Episode 077 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

Enjoy! I know I sure did…

Adam's Linkedin: https://www.linkedin.com/in/adam-avramescu/


If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> 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

Enjoy! I know I sure did…

Adam's Linkedin: https://www.linkedin.com/in/adam-avramescu/


If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-16048494 Tue, 05 Nov 2024 06:00:00 -0600 2918 Customer Education, Digital Customer Success, Adam Avramescu, Customer Experience, Scaling CX, Customer Engagement Strategies, CX Podcast, Customer Advocacy, Digital Transformation, Customer Support, Content Curation, ROI in Customer Education, SaaS onboa 77 full false Adam Avramescu Alex Turkovic Enhancing CX with Targeted Campaigns...and LinkedIn Ads! with Kat Breeggemann of Automox | Episode 076 Enhancing CX with Targeted Campaigns...and LinkedIn Ads! with Kat Breeggemann of Automox | Episode 076 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

Enjoy! I know I sure did…

Kat's Linkedin: https://www.linkedin.com/in/kat-breeggemann/


If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> 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

Enjoy! I know I sure did…

Kat's Linkedin: https://www.linkedin.com/in/kat-breeggemann/


If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-16006082 Tue, 29 Oct 2024 06:00:00 -0500 3344 Digital Customer Success, Kat Breeggemann, Automox, digital CX podcast, customer success strategy, data-driven customer success, product adoption, persona insights, proactive customer service, targeted campaigns, preventing customer downgrades, digital pr 76 full false Kat Breeggemann Alex Turkovic Digital Customer Success Maturity Model Assessment Launch and Post Churn-In Q&A | Episode 075 Digital Customer Success Maturity Model Assessment Launch and Post Churn-In Q&A | Episode 075 In this solo episode of the podcast, I spend a bit of time recapping a recent talk I gave together with Dan Ennis at Churn-In, ChurnZero's annual conference and also take some time to discuss the launch of the Digital CS Maturity Assessment, which you can go through by following this link for free: https://digitalcustomersuccess.com/dcsmaturity/

I then go through a bit of Q&A from the Zero-In session itself! See the chapters to jump to a specific question.

Chapters:
00:00 - Intro
01:18 - Churn-In Recap
01:36 - Digital CS Maturity Assessment
04:30 - How to Measure the ROI of your Digital program
08:41 - Which self-service mediums are most effective in the SaaS world today that help to promote advocates and reduce support costs?
13:58 - Do you have any books, podcasts or frameworks you would recommend for newbies?
16:13 - “Tech Touch”, Digital SC and Scaled CS interchangeability
18:21 - Incorporating contextual data in predictive modeling

Enjoy! I know I sure did. 

Special shoutout to:
- Dan Ennis: my awesome co-presenter at Churn-In
- Keishla Ceasar-Jones, Malachi Hopoate, Sylvanie Tweed & Tom Battle for their great questions!

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 solo episode of the podcast, I spend a bit of time recapping a recent talk I gave together with Dan Ennis at Churn-In, ChurnZero's annual conference and also take some time to discuss the launch of the Digital CS Maturity Assessment, which you can go through by following this link for free: https://digitalcustomersuccess.com/dcsmaturity/

I then go through a bit of Q&A from the Zero-In session itself! See the chapters to jump to a specific question.

Chapters:
00:00 - Intro
01:18 - Churn-In Recap
01:36 - Digital CS Maturity Assessment
04:30 - How to Measure the ROI of your Digital program
08:41 - Which self-service mediums are most effective in the SaaS world today that help to promote advocates and reduce support costs?
13:58 - Do you have any books, podcasts or frameworks you would recommend for newbies?
16:13 - “Tech Touch”, Digital SC and Scaled CS interchangeability
18:21 - Incorporating contextual data in predictive modeling

Enjoy! I know I sure did. 

Special shoutout to:
- Dan Ennis: my awesome co-presenter at Churn-In
- Keishla Ceasar-Jones, Malachi Hopoate, Sylvanie Tweed & Tom Battle for their great questions!

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-15967135 Tue, 22 Oct 2024 06:00:00 -0500 1638 digital customer success, customer success zero-in, churnzero, scaled customer success, scaled cs, digital cs 75 full false Scrappy Automations that Boost Customer Success ROI w/ Joe Di Grande of Joe Does Tech Touch | Episode 074 Scrappy Automations that Boost Customer Success ROI w/ Joe Di Grande of Joe Does Tech Touch | Episode 074 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)
  • Marley Wagner
  • Sara Roberts


Joe's Linkedin: https://www.linkedin.com/in/josephdigrande/

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> 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)
  • Marley Wagner
  • Sara Roberts


Joe's Linkedin: https://www.linkedin.com/in/josephdigrande/

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-15926612 Tue, 15 Oct 2024 06:00:00 -0500 2542 Digital Customer Success, customer experience, CX automation, TechTouch, AI in customer success, scaling accounts, customer data automation, clean data, VP insights, digital transformation, CX strategy, scrappy automation tools, email marketing, AI chatbo 74 full false Joe Di Grande Alex Turkovic Inside the Build of 15Five's Digital CS Program w/ Natalia Andreeva & Kaelon Russell | Episode 073 Inside the Build of 15Five's Digital CS Program w/ Natalia Andreeva & Kaelon Russell | Episode 073 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

Enjoy! I know I sure did…

Natalia’s Linkedin: https://www.linkedin.com/in/scalecx/
Kaelon’s LinkedIn: https://www.linkedin.com/in/kaelonrussell/

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 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

Enjoy! I know I sure did…

Natalia’s Linkedin: https://www.linkedin.com/in/scalecx/
Kaelon’s LinkedIn: https://www.linkedin.com/in/kaelonrussell/

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-15886229 Tue, 08 Oct 2024 06:00:00 -0500 3286 digital customer success, customer experience, CX strategy, digital transformation, scaling customer success, personalized customer journeys, 15Five digital CS, content strategy, AI in customer success, data-driven CX, health scoring, onboarding strategie 73 full false Kaelon Russell Natalia Andreeva Alex Turkovic Tattoos to Tech: Larissa Licha’s Mission to Bridge R&D and CS as CEO of Joyn | Episode 072 Tattoos to Tech: Larissa Licha’s Mission to Bridge R&D and CS as CEO of Joyn | Episode 072 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

Enjoy! I know I sure did…

Larissa’s Linkedin: https://www.linkedin.com/in/larissa-licha-0441738b/
Joyn: https://www.joyn.one/

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> 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

Enjoy! I know I sure did…

Larissa’s Linkedin: https://www.linkedin.com/in/larissa-licha-0441738b/
Joyn: https://www.joyn.one/

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-15843510 Tue, 01 Oct 2024 05:00:00 -0500 3413 Joyn, Larissa Licha, customer success, R&D collaboration, product management, engineering collaboration, AI in customer success, digital customer experience, startup leadership, team workflows, SaaS tools, cross-department collaboration, AI automation, cu 72 full false Larissa Licha Alex Turkovic Inside Salesforce: Driving Customer Value with AI & Automation with Bernard Slowey, VP of Digital CS | Episode 071 Inside Salesforce: Driving Customer Value with AI & Automation with Bernard Slowey, VP of Digital CS | Episode 071 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

Enjoy! I know I sure did…

Bernard's LinkedIn: https://www.linkedin.com/in/bslowey/

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> 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

Enjoy! I know I sure did…

Bernard's LinkedIn: https://www.linkedin.com/in/bslowey/

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-15803516 Tue, 24 Sep 2024 05:00:00 -0500 3390 Salesforce, digital customer success, AI in customer success, customer experience, Bernard Slowey, Salesforce AI, proactive customer support, Einstein AI, customer success management, digital CS strategy, B2B SaaS, customer telemetry, customer data insigh 71 full false Bernard Slowey Alex Turkovic Four Ways to Measure Your Digital Customer Success Program | Episode 070 Four Ways to Measure Your Digital Customer Success Program | Episode 070 Monthly Scale and Digital Meetup: https://digitalsuccess.gradual.com

The Ultimate Guide to Digital CS: 4 Pillars for Success w/ Alex Turkovic & Jan Young: https://zoom.us/webinar/register/6817263533053/WN_GqOn3y7JSZWBt_YM3i87kw#/registration

In today's show...

Measuring Digital Customer Success can be an elusive thing. It necessitates borrowing from all manner of different practices in order to do it effectively.

In this solo episode, I break down four areas of focus for establishing KPIs in DCS:

  1. Traditional CS Metrics
  2. Marketing Campaign Metrics
  3. Program Specific Measures
  4. 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?
  • 20:18 - Recap

Enjoy! I know I sure did.

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 


]]> Monthly Scale and Digital Meetup: https://digitalsuccess.gradual.com

The Ultimate Guide to Digital CS: 4 Pillars for Success w/ Alex Turkovic & Jan Young: https://zoom.us/webinar/register/6817263533053/WN_GqOn3y7JSZWBt_YM3i87kw#/registration

In today's show...

Measuring Digital Customer Success can be an elusive thing. It necessitates borrowing from all manner of different practices in order to do it effectively.

In this solo episode, I break down four areas of focus for establishing KPIs in DCS:

  1. Traditional CS Metrics
  2. Marketing Campaign Metrics
  3. Program Specific Measures
  4. 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?
  • 20:18 - Recap

Enjoy! I know I sure did.

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 


]]> Alex Turkovic Buzzsprout-15757528 Tue, 17 Sep 2024 05:00:00 -0500 1333 digital customer success, customer success, customer success excellence awards, scaled customer success, scaled cs, digital cs 70 full false Humanizing Digital CS and Personal Branding with Bob Mathers | Episode 069 Humanizing Digital CS and Personal Branding with Bob Mathers | Episode 069 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
  • 31:42 - Bob’s content diet

Enjoy! I know I sure did…

Bob’s Linkedin: https://www.linkedin.com/in/bmathers/

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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, 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
  • 31:42 - Bob’s content diet

Enjoy! I know I sure did…

Bob’s Linkedin: https://www.linkedin.com/in/bmathers/

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-15717858 Tue, 10 Sep 2024 05:00:00 -0500 2353 Digital customer success, CX strategies, LinkedIn, personal branding, Bob Mathers, customer portals, human vs digital CX, tech-enabled customer success, automation in CS, digital transformation, growth mixtape, Intuit, QuickBooks, onboarding, CS tools and 69 full false Bob Mathers Alex Turkovic Scale & Digital at Early Stage Startups w/ Mary Caballero | Episode 068 Scale & Digital at Early Stage Startups w/ Mary Caballero | Episode 068 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

Enjoy! I know I sure did...

Mary’s Linkedin: https://www.linkedin.com/in/mary-caballero/

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> 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

Enjoy! I know I sure did...

Mary’s Linkedin: https://www.linkedin.com/in/mary-caballero/

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-15678528 Tue, 03 Sep 2024 05:00:00 -0500 2368 customer success, digital customer success, scaling CS, startup customer success, Champify, Mary Caballero, Alex Turkovic, SaaS customer engagement, NPS feedback, customer onboarding, digital tools for CS, tech startups, SaaS startups, customer journey, p 68 full false Mary Caballero Alex Turkovic Transforming Slack into a Customer Support Hub with Joydeep Sen Sarma, CEO of Clearfeed.ai | Episode 067 Transforming Slack into a Customer Support Hub with Joydeep Sen Sarma, CEO of Clearfeed.ai | Episode 067 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/

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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, 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/

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-15646772 Tue, 27 Aug 2024 05:00:00 -0500 3346 digital customer experience, saas 2024, ai in customer success, cloud applications, slack integration, ai-powered automation, b2b saas tools, clearfeed platform, customer support automation, ai chatbots, generative ai for cx, customer success strategy, po 67 full false Joydeep Sen Sarma Alex Turkovic Career Growth in Digital Customer Success with Jess Osborn of GoCardless | Episode 066 Career Growth in Digital Customer Success with Jess Osborn of GoCardless | Episode 066 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:


Shoutouts:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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:


Shoutouts:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-15609046 Tue, 20 Aug 2024 05:00:00 -0500 2890 Digital CX, customer success, Jess Osborn, Alex Turkovic, B2C experiences, onboarding, account management, Blackbaud, GoCardless, digital transformation, renewals, customer feedback, SaaS, international teams, CX strategy, content creation, customer journ 66 full true Jess Osborn Alex Turkovic The Four Pillars of Digital Customer Success | Episode 065 The Four Pillars of Digital Customer Success | Episode 065 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

A few resources mentioned in this episode:


And don't forget to check out Sara Roberts and Christine Raby's course, LinkedIn Mastermind: http://www.bayviewtalent.com/masterclass

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 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

A few resources mentioned in this episode:


And don't forget to check out Sara Roberts and Christine Raby's course, LinkedIn Mastermind: http://www.bayviewtalent.com/masterclass

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-15567574 Tue, 13 Aug 2024 05:00:00 -0500 1827 digital customer success, customer success, scaled customer success, scaled cs, digital cs 65 full false AI Tooling to Drive Growth & Break Down Silos with Masha Krol of Glowstick | Episode 064 AI Tooling to Drive Growth & Break Down Silos with Masha Krol of Glowstick | Episode 064 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

Enjoy! I know I sure did...

Masha's LinkedIn: https://www.linkedin.com/in/mashakrol/
Glowstick: https://www.glowstick.ai/

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

This episode was edited and sponsored by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young.  Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals.  Lifetime Value is offering select services at a deeply discounted rate for a limited time.  Navigate to lifetimevaluemedia.com to learn more.

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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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, 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

Enjoy! I know I sure did...

Masha's LinkedIn: https://www.linkedin.com/in/mashakrol/
Glowstick: https://www.glowstick.ai/

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

This episode was edited and sponsored by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young.  Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals.  Lifetime Value is offering select services at a deeply discounted rate for a limited time.  Navigate to lifetimevaluemedia.com to learn more.

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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Masha Krol Buzzsprout-15524841 Tue, 06 Aug 2024 05:00:00 -0500 3120 Digital Customer Experience, CX podcast, Masha Krol, Glowstick AI, customer success, AI in customer success, post-sale teams, customer conversations, AI analysis, cross-sell opportunities, up-sell opportunities, CS and sales collaboration, customer segmen 64 full false Masha Krol Alex Turkovic Modern Post-Sale Revenue Growth with Haydar Al-Saad of Revsetter | Episode 063 Modern Post-Sale Revenue Growth with Haydar Al-Saad of Revsetter | Episode 063 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.

Chapters:

  • 03:02 - Private Equity → SaaS
  • 05:38 - Sales → Customer Success
  • 10:19 - Importance of Post-Sale Revenue Growth
  • 15:05 - RevSetter: The Revenue-Focused CSP
  • 20:37 - Digital Tactics for Customer Onboarding
  • 23:05 - User Experience: RevSetter’s Approach
  • 25:14 - Modernizing CS with Flexible Tools
  • 33:25 - Innovative Digital Motions in SaaS

Enjoy! I know I sure did...

Haydar's LinkedIn: https://www.linkedin.com/in/haydaralsaad/
RevSetter: https://revsetter.com/

Resources:


Shoutouts:

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

This episode was edited and sponsored by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young.  Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals.  Lifetime Value is offering select services at a deeply discounted rate for a limited time.  Navigate to lifetimevaluemedia.com to learn more.

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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> 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.

Chapters:

  • 03:02 - Private Equity → SaaS
  • 05:38 - Sales → Customer Success
  • 10:19 - Importance of Post-Sale Revenue Growth
  • 15:05 - RevSetter: The Revenue-Focused CSP
  • 20:37 - Digital Tactics for Customer Onboarding
  • 23:05 - User Experience: RevSetter’s Approach
  • 25:14 - Modernizing CS with Flexible Tools
  • 33:25 - Innovative Digital Motions in SaaS

Enjoy! I know I sure did...

Haydar's LinkedIn: https://www.linkedin.com/in/haydaralsaad/
RevSetter: https://revsetter.com/

Resources:


Shoutouts:

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

This episode was edited and sponsored by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young.  Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals.  Lifetime Value is offering select services at a deeply discounted rate for a limited time.  Navigate to lifetimevaluemedia.com to learn more.

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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Haydar Al-Saad Buzzsprout-15488330 Sun, 28 Jul 2024 12:00:00 -0500 2641 Digital Customer Experience, Haydar Al Saad, RevSetter, revenue-centric customer success, SaaS, customer success platform, post-sale revenue growth, digital CS, private equity to SaaS, sales and customer success, PLG CS platform, onboarding strategies, mo 63 full false Haydar Al-Saad Alex Turkovic Customer Education for Revenue Growth with Greg Rose of Intellum | Episode 062 Customer Education for Revenue Growth with Greg Rose of Intellum | Episode 062 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
  • 32:35 - The importance of strategic planning
  • 36:59 - Defining an education qualified lead
  • 40:10 - Impact of the pandemic on education
  • 44:11 - Strategies for measuring impact
  • 46:17 - Building relationships for data access
  • 47:16 - Benefits of education moving to marketing
  • 49:02 - Avoiding mistakes in education strategy
  • 50:56 - The importance of reach and frequency

Enjoy! I know I sure did...

Shoutouts:

Books: 


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

This episode was edited and sponsored by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young.  Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals.  Lifetime Value is offering select services at a deeply discounted rate for a limited time.  Navigate to lifetimevaluemedia.com to learn more.

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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> 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
  • 32:35 - The importance of strategic planning
  • 36:59 - Defining an education qualified lead
  • 40:10 - Impact of the pandemic on education
  • 44:11 - Strategies for measuring impact
  • 46:17 - Building relationships for data access
  • 47:16 - Benefits of education moving to marketing
  • 49:02 - Avoiding mistakes in education strategy
  • 50:56 - The importance of reach and frequency

Enjoy! I know I sure did...

Shoutouts:

Books: 


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

This episode was edited and sponsored by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young.  Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals.  Lifetime Value is offering select services at a deeply discounted rate for a limited time.  Navigate to lifetimevaluemedia.com to learn more.

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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Greg Rose Buzzsprout-15449176 Tue, 23 Jul 2024 05:00:00 -0500 3628 customer education, cross-sell strategy, up-sell strategy, education qualified lead, EQL, digital customer experience, customer success, Greg Rose, Intellum, post-sale revenue, customer retention, onboarding, knowledge base, certification, SaaS education, 62 full false Greg Rose Alex Turkovic Future Proof Your Teams and Career with Rod Cherkas of HelloCCO | Episode 061 Future Proof Your Teams and Career with Rod Cherkas of HelloCCO | Episode 061 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

Enjoy! I know I sure did...

Rod's LinkedIn: https://www.linkedin.com/in/rodcherkas/
Rod's Website: https://hellocco.com
Rod's Books:
- CCO Playbook: https://amzn.to/3y44XBS
- REACH: https://amzn.to/3Wn5wAm

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

This episode was edited and sponsored by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young.  Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals.  Lifetime Value is offering select services at a deeply discounted rate for a limited time.  Navigate to lifetimevaluemedia.com to learn more.

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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> 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

Enjoy! I know I sure did...

Rod's LinkedIn: https://www.linkedin.com/in/rodcherkas/
Rod's Website: https://hellocco.com
Rod's Books:
- CCO Playbook: https://amzn.to/3y44XBS
- REACH: https://amzn.to/3Wn5wAm

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

This episode was edited and sponsored by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young.  Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals.  Lifetime Value is offering select services at a deeply discounted rate for a limited time.  Navigate to lifetimevaluemedia.com to learn more.

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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Rod Cherkas Buzzsprout-15412576 Tue, 16 Jul 2024 05:00:00 -0500 3130 customer success, digital transformation, customer experience, employee experience, digital programs, customer success insights, Chief Customer Officer playbook, REACH book, Rod Cherkas, product marketing, customer experience design, recurring revenue ser 61 full false Rod Cherkas Alex Turkovic Digital Musings: Measuring Customer Health Without Telemetry and Combatting Imposter Syndrome | Episode 060 Digital Musings: Measuring Customer Health Without Telemetry and Combatting Imposter Syndrome | Episode 060 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.

Enjoy! I know I sure did...

Resources:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 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.

Enjoy! I know I sure did...

Resources:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-15383724 Tue, 09 Jul 2024 05:00:00 -0500 1911 digital customer success, customer success, imposter syndrome, health score, scaled customer success, scaled cs, digital cs 60 full false Transformative Digital Experiences through AI and Customer Education with Eric Mistry of Contentsquare | Episode 059 Transformative Digital Experiences through AI and Customer Education with Eric Mistry of Contentsquare | Episode 059 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
  • 06:59 - Joining Heap and instructional design
  • 10:26 - Connecting the dots in scaling functions
  • 12:26 - Data management during mergers
  • 15:15 - Adapting with a growth mindset
  • 19:49 - Practical use of AI in the workplace
  • 31:45 - Future of customer education and AI
  • 39:54 - Enhancing automation with AI

Enjoy! I know I sure did...

Eric's LinkedIn: https://www.linkedin.com/in/ericmistry/

Resources:

Shoutouts:

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

This episode was edited and sponsored by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young.  Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals.  Lifetime Value is offering select services at a deeply discounted rate for a limited time.  Navigate to lifetimevaluemedia.com to learn more.

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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> 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
  • 06:59 - Joining Heap and instructional design
  • 10:26 - Connecting the dots in scaling functions
  • 12:26 - Data management during mergers
  • 15:15 - Adapting with a growth mindset
  • 19:49 - Practical use of AI in the workplace
  • 31:45 - Future of customer education and AI
  • 39:54 - Enhancing automation with AI

Enjoy! I know I sure did...

Eric's LinkedIn: https://www.linkedin.com/in/ericmistry/

Resources:

Shoutouts:

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

This episode was edited and sponsored by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young.  Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals.  Lifetime Value is offering select services at a deeply discounted rate for a limited time.  Navigate to lifetimevaluemedia.com to learn more.

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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Eric Mistry Buzzsprout-15298097 Tue, 02 Jul 2024 05:00:00 -0500 2991 digital customer success, customer success, eric mistry, customer education, scaled customer success, scaled cs, digital cs 59 full false Eric Mistry Alex Turkovic Hospitality, Drawing from B2C and Rethinking the QBR with Aaron Thompson of SuccessCOACHING | Episode 058 Hospitality, Drawing from B2C and Rethinking the QBR with Aaron Thompson of SuccessCOACHING | Episode 058 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

Enjoy! I know I sure did...

Aaron's LinkedIn: https://www.linkedin.com/in/athomps/
Red Slacks: https://redslacks.com/
SuccessCOACHING: https://successcoaching.co/

Resources:
- 4Rocks by Sean Albertson
- Revenue Operations by Stephen Diorio and Chris Hummel

Shoutouts:


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

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.

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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> 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

Enjoy! I know I sure did...

Aaron's LinkedIn: https://www.linkedin.com/in/athomps/
Red Slacks: https://redslacks.com/
SuccessCOACHING: https://successcoaching.co/

Resources:
- 4Rocks by Sean Albertson
- Revenue Operations by Stephen Diorio and Chris Hummel

Shoutouts:


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

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.

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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Aaron Thompson Buzzsprout-15298079 Tue, 25 Jun 2024 05:00:00 -0500 2844 digital customer success, customer success, aaron thompson, success coaching, red slacks, scaled customer success, scaled cs, digital cs 58 full false Aaron Thompson Alex Turkovic AI-Powered Customer Success & Predictive Analytics with Arun Balakrishnan and Preetam Jinka of FunnelStory | Episode 057 AI-Powered Customer Success & Predictive Analytics with Arun Balakrishnan and Preetam Jinka of FunnelStory | Episode 057 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/

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

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.

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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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/

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

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.

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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Arun Balakrishnan, Preetam Jinka Buzzsprout-15257594 Tue, 18 Jun 2024 05:00:00 -0500 3155 digital customer success, customer success, funnelstory, arun balakrishnan, preetam jinka, scaled customer success, scaled cs, digital cs 57 full false Arun Balakrishnan Preetam Jinka Alex Turkovic SaaS Economics & Driving Customer Outcomes Digitally with Jay Nathan | Episode 056 SaaS Economics & Driving Customer Outcomes Digitally with Jay Nathan | Episode 056 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.

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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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.

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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Jay Nathan Buzzsprout-15217407 Tue, 11 Jun 2024 05:00:00 -0500 2748 digital customer success, customer success, jay nathan, scaled customer success, scaled cs, digital cs 56 full false Jay Nathan Alex Turkovic The Generative AI Primer for CSMs | Episode 055 The Generative AI Primer for CSMs | Episode 055 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! 

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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! 

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-15189115 Tue, 04 Jun 2024 05:00:00 -0500 2761 digital customer success, customer success, scaled customer success, scaled cs, digital cs, generative ai, chatgpt, perplexity, genai, artificial intelligence 55 full false AI Insights to Power Your Business with Josh Schachter of Update AI | Episode 054 AI Insights to Power Your Business with Josh Schachter of Update AI | Episode 054 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.

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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.

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Josh Schachter Buzzsprout-15140894 Tue, 28 May 2024 05:00:00 -0500 2679 digital customer success, customer success, josh schachter, updateai, scaled customer success, scaled cs, digital cs 54 full false Josh Schachter Alex Turkovic "Your First" Digital Customer Success Motions with Stijn "Stino" Smet of Whale | Episode 053 "Your First" Digital Customer Success Motions with Stijn "Stino" Smet of Whale | Episode 053 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:


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

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.

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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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:


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

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.

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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Stijn Smet Buzzsprout-15099911 Tue, 21 May 2024 05:00:00 -0500 3605 digital customer success, customer success, stino, sijn smet, whale.io, scaled customer success, scaled cs, digital cs 53 full true Stijn "Stino" Smet Alex Turkovic State of the Industry and Promise of AI with Jeff Heckler | Episode 052 State of the Industry and Promise of AI with Jeff Heckler | Episode 052 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.

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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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.

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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Jeff Heckler Buzzsprout-15050401 Tue, 14 May 2024 05:00:00 -0500 2188 digital customer success, customer success, jeff heckler, scaled customer success, scaled cs, digital cs 52 full false Jeff Heckler Alex Turkovic Emotional Intelligence in Digital and Treating Customers Like Humans with Jenelle Friday | Episode 051 Emotional Intelligence in Digital and Treating Customers Like Humans with Jenelle Friday | Episode 051 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.

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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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.

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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Jenelle Friday Buzzsprout-14971537 Tue, 07 May 2024 05:00:00 -0500 3204 digital customer success, customer success, jenelle friday, forecastable, scaled customer success, scaled cs, digital cs 51 full false Jenelle Friday Alex Turkovic Celebrating 50 Episodes: Your Digital Customer Experience Questions Answered | Episode 050 Celebrating 50 Episodes: Your Digital Customer Experience Questions Answered | Episode 050 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:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-14971276 Tue, 30 Apr 2024 05:00:00 -0500 2066 digital customer success, customer success, scaled customer success, scaled cs, digital cs 50 full false Customer Engagement with AI and Self-Service Strategies with Kari Ardalan of Qualtrics | Episode 049 Customer Engagement with AI and Self-Service Strategies with Kari Ardalan of Qualtrics | Episode 049 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

Enjoy! I sure did...

Kari's LinkedIn: https://www.linkedin.com/in/kariardalan/

Link to Kari's post about the qualities of a Digital CS Leader: https://www.linkedin.com/posts/kariardalan_digitalsuccess-leadership-recruitment-activity-7175101395631570944-qujn?utm_source=share&utm_medium=member_desktop

Shoutouts:


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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> 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

Enjoy! I sure did...

Kari's LinkedIn: https://www.linkedin.com/in/kariardalan/

Link to Kari's post about the qualities of a Digital CS Leader: https://www.linkedin.com/posts/kariardalan_digitalsuccess-leadership-recruitment-activity-7175101395631570944-qujn?utm_source=share&utm_medium=member_desktop

Shoutouts:


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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Kari Ardalan Buzzsprout-14919892 Tue, 23 Apr 2024 05:00:00 -0500 2542 digital customer success, customer success, kari ardalan, qualitrics, scaled customer success, scaled cs, digital cs 49 full false Kari Ardalan Alex Turkovic The Impact of SaaS Economics on CS (Plus Much More!) with Christine Raby | Episode 048 The Impact of SaaS Economics on CS (Plus Much More!) with Christine Raby | Episode 048 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...

Christine's LinkedIn: https://www.linkedin.com/in/christineraby/
DeliverDelight: https://www.deliverdelight.xyz/

Shoutouts:

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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> 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...

Christine's LinkedIn: https://www.linkedin.com/in/christineraby/
DeliverDelight: https://www.deliverdelight.xyz/

Shoutouts:

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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Christine Raby Buzzsprout-14894129 Tue, 16 Apr 2024 05:00:00 -0500 3630 digital customer success, customer success, christine raby, deliverdelight, scaled customer success, scaled cs, digital cs 48 full false Christine Raby Alex Turkovic Digital Advice from a CS OG and Innovator with Irit Eizips of CSM Practice | Episode 047 Digital Advice from a CS OG and Innovator with Irit Eizips of CSM Practice | Episode 047 Irit Eizips has been in and around CS for a long time. From being in on the ground floor at Gainsight to running her very successful consultancy, she has been a staple in the CS community and consistently produces fantastic content that we all benefit from! 

In this episode, we get into: 

  • Irit’s days at the early-stage Gainsight and the culture of startups
  • Her home in consulting (CSM Practice) vs. being a full time employee
  • Being part of CS from the ground floor
  • The advancement of CS to where certification and degree programs have enabled college grads an entry into the field
  • Digital motions should support the work of humans in CS
  • Implementing too much digital without touchpoints along the way can actually have negative customer implications
  • Identifying risk in customers who are disengaging with digital programs
  • Over-use of email via redundancy and simultaneous emails from multiple organizations
  • The use of avatars in digital for communications to make things more fun when appropriate
  • Protecting revenue and expansion via process automations to flag risk early before renewal and even close it early
  • A few examples of great digital motions and practical advice around designing them
  • Designing digital-first motions with client outcomes & a customer journey front and center

Loads of great info in this one. Enjoy! I know I sure did...

Irit's LinkedIn: https://www.linkedin.com/in/eizips/
CSM Practice: https://www.csmpractice.com/
CSM Practice YouTube Channel: https://www.youtube.com/c/CSMPractice

Resources:

Shoutout:

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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Irit Eizips has been in and around CS for a long time. From being in on the ground floor at Gainsight to running her very successful consultancy, she has been a staple in the CS community and consistently produces fantastic content that we all benefit from! 

In this episode, we get into: 

  • Irit’s days at the early-stage Gainsight and the culture of startups
  • Her home in consulting (CSM Practice) vs. being a full time employee
  • Being part of CS from the ground floor
  • The advancement of CS to where certification and degree programs have enabled college grads an entry into the field
  • Digital motions should support the work of humans in CS
  • Implementing too much digital without touchpoints along the way can actually have negative customer implications
  • Identifying risk in customers who are disengaging with digital programs
  • Over-use of email via redundancy and simultaneous emails from multiple organizations
  • The use of avatars in digital for communications to make things more fun when appropriate
  • Protecting revenue and expansion via process automations to flag risk early before renewal and even close it early
  • A few examples of great digital motions and practical advice around designing them
  • Designing digital-first motions with client outcomes & a customer journey front and center

Loads of great info in this one. Enjoy! I know I sure did...

Irit's LinkedIn: https://www.linkedin.com/in/eizips/
CSM Practice: https://www.csmpractice.com/
CSM Practice YouTube Channel: https://www.youtube.com/c/CSMPractice

Resources:

Shoutout:

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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Irit Eizips Buzzsprout-14833953 Tue, 09 Apr 2024 05:00:00 -0500 3148 digital customer success, customer success, irit eizips, csm practice, scaled customer success, scaled cs, digital cs 47 full false Irit Eizips Alex Turkovic Sibling Synergy and Machine Learning in CS with Maarten and Michiel Doornenbal of Churned | Episode 046 Sibling Synergy and Machine Learning in CS with Maarten and Michiel Doornenbal of Churned | Episode 046 Maarten & Michiel Doornenbal are not only brothers, but also co-founders of Churned! They join me this week for a fantastic conversation about the platform they've built, AI, scorecards and more! 

Unfortunately, my audio/video didn't record - so you'll here me narrating the episode - but it's kind of fun to switch formats up here an there. 

In the episode, we talk about:

  • Their history as brothers and how they work together as co-founders today
  • History of Churned and what they do
  • Using machine learning models instead of rules-based scorecards to create health scoring and to predict customer churn
  • Part of the role of a CSP is to highlight were data cleanliness issues exist
  • Verifying your churn risk alerts by back-testing the data against historical churned customers
  • Personalization based on user-personas
  • AI is not just Gen AI. The future of AI in CS combines predictive, descriptive and generative models  to auto generate content to free up time for CSMs.
  • What the human involvement will look like with these future AI models

Enjoy! I know I sure did!

Maarten's LinkedIn: https://www.linkedin.com/in/maartendoornenbal/
Michiel's LinkedIn: https://www.linkedin.com/in/michiel-doornenbal-98710067/
Churned: https://churned.io

Resources Mentioned:

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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Maarten & Michiel Doornenbal are not only brothers, but also co-founders of Churned! They join me this week for a fantastic conversation about the platform they've built, AI, scorecards and more! 

Unfortunately, my audio/video didn't record - so you'll here me narrating the episode - but it's kind of fun to switch formats up here an there. 

In the episode, we talk about:

  • Their history as brothers and how they work together as co-founders today
  • History of Churned and what they do
  • Using machine learning models instead of rules-based scorecards to create health scoring and to predict customer churn
  • Part of the role of a CSP is to highlight were data cleanliness issues exist
  • Verifying your churn risk alerts by back-testing the data against historical churned customers
  • Personalization based on user-personas
  • AI is not just Gen AI. The future of AI in CS combines predictive, descriptive and generative models  to auto generate content to free up time for CSMs.
  • What the human involvement will look like with these future AI models

Enjoy! I know I sure did!

Maarten's LinkedIn: https://www.linkedin.com/in/maartendoornenbal/
Michiel's LinkedIn: https://www.linkedin.com/in/michiel-doornenbal-98710067/
Churned: https://churned.io

Resources Mentioned:

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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Maarten Doornenbal, Michiel Doornenbal Buzzsprout-14809943 Tue, 02 Apr 2024 05:00:00 -0500 2514 digital customer success, customer success, churned, maarten doornenbal, michiel doornenbal, scaled customer success, scaled cs, digital cs 46 full false Maarten Doornenbal Michiel Doornenbal Alex Turkovic Applying Common Sense to Digital Customer Experience with Rob Zambito of Success Scaled | Episode 045 Applying Common Sense to Digital Customer Experience with Rob Zambito of Success Scaled | Episode 045 Invariably, when you speak to someone in CS about Rob Zambito, the first comment that almost always comes back is, "He's a good guy".  ...and I couldn't agree more.

I wouldn't say that I've known Rob for a very long - but the time we've spent both on Zoom and in-person has always been extremely high-quality, funny, impactful, personal and full of great questions.

This is the same approach Rob takes with all of his clients at Success Scaled, where he advises seed to B-series companies on CS strategies. He asks A LOT of questions and puts together a good picture of current-state before digging into solutioning.

This is also what makes him a phenomenal guest for this episode of the show because he has seen A LOT of stuff work - and a lot of stuff not work!

In this episode, we talk about:

  • How his background in ‘consumer psychology’ has helped him in his CS ventures
  • The parallels between the hospitality/service industry and being a CSM
  • Using the ‘lunch break test’ to help identify what should and can be automated
  • CS teams, if structured correctly can and should be catch-all
  • CSMs should know about any interaction their customers have with the company - tickets, ideas submissions, community events, course completions, etc.
  • Part of the digital remit should be focused on providing CSMs with easy access to customer data & telemetry for use in engaging their accounts
  • Onboarding is an amazing first place to focus on digitizing as it is the most formative stage of the journey
  • Rob’s approach to providing guidance and feedback to his clients in a productive manner
  • Successful onboarding will have customers ready to expand immediately
  • Approach your daily routine from the standpoint of scaling and making your everyday more efficient
  • Don’t wait for leadership to design your own efficiencies as an IC
  • Setting aside an hour per day to hone in on work that is meaningful to you
  • Incorporate celebration into your digital flows
  • Leveraging user data to really figure out the opportunities that exist within a customer
  • Set the right expectations early when implementing digital motions
  • Don’t build a community until it starts to build itself.  Communities can swing wildly between ‘crickets’ and ‘group think’, so building them must be done so cautiously

Rob's LinkedIn

Podcasts:

Shoutouts:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Invariably, when you speak to someone in CS about Rob Zambito, the first comment that almost always comes back is, "He's a good guy".  ...and I couldn't agree more.

I wouldn't say that I've known Rob for a very long - but the time we've spent both on Zoom and in-person has always been extremely high-quality, funny, impactful, personal and full of great questions.

This is the same approach Rob takes with all of his clients at Success Scaled, where he advises seed to B-series companies on CS strategies. He asks A LOT of questions and puts together a good picture of current-state before digging into solutioning.

This is also what makes him a phenomenal guest for this episode of the show because he has seen A LOT of stuff work - and a lot of stuff not work!

In this episode, we talk about:

  • How his background in ‘consumer psychology’ has helped him in his CS ventures
  • The parallels between the hospitality/service industry and being a CSM
  • Using the ‘lunch break test’ to help identify what should and can be automated
  • CS teams, if structured correctly can and should be catch-all
  • CSMs should know about any interaction their customers have with the company - tickets, ideas submissions, community events, course completions, etc.
  • Part of the digital remit should be focused on providing CSMs with easy access to customer data & telemetry for use in engaging their accounts
  • Onboarding is an amazing first place to focus on digitizing as it is the most formative stage of the journey
  • Rob’s approach to providing guidance and feedback to his clients in a productive manner
  • Successful onboarding will have customers ready to expand immediately
  • Approach your daily routine from the standpoint of scaling and making your everyday more efficient
  • Don’t wait for leadership to design your own efficiencies as an IC
  • Setting aside an hour per day to hone in on work that is meaningful to you
  • Incorporate celebration into your digital flows
  • Leveraging user data to really figure out the opportunities that exist within a customer
  • Set the right expectations early when implementing digital motions
  • Don’t build a community until it starts to build itself.  Communities can swing wildly between ‘crickets’ and ‘group think’, so building them must be done so cautiously

Rob's LinkedIn

Podcasts:

Shoutouts:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Rob Zambito Buzzsprout-14748589 Tue, 26 Mar 2024 05:00:00 -0500 3449 digital customer success, customer success, rob zambito, success scaled, scaled customer success, scaled cs, digital cs 45 full false Rob Zambito Alex Turkovic Video Micro-Learning at Scale with Delores Cooper of Zendesk | Episode 044 Video Micro-Learning at Scale with Delores Cooper of Zendesk | Episode 044 Not only does Delores Cooper of Zendesk have a pretty amazing back story, she's also doing some pretty amazing things with a small and scrappy team at Zendesk. Short form video has become an increasingly popular medium for distribution of content and Zendesk is utilizing this as part of their digital enablement strategy.

In this conversation, we talk about: 

  • Delores' entry into tech from social work & psychology
  • Timing of digital motions along the customer journey
  • Dealing with variables such as industry-specific differences 
  • Team structure at Zendesk to support digital & scaled program 
  • Getting scrappy with resources and cross-functional departments to help build the program
  • Short-form content as part of the ‘Success on Zendesk’ program
  • Using data to determine what content to produce
  • Distribution model for video-based learning
  • Taking learnings from B2C on how to interject more human language into B2B

Delores' LinkedIn: https://www.linkedin.com/in/delorescooper/
DCS Connect Community: https://airtable.com/appLGhZyujOoYp8BQ/shr4ixoZmB8hBoLbM

Shoutouts:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Not only does Delores Cooper of Zendesk have a pretty amazing back story, she's also doing some pretty amazing things with a small and scrappy team at Zendesk. Short form video has become an increasingly popular medium for distribution of content and Zendesk is utilizing this as part of their digital enablement strategy.

In this conversation, we talk about: 

  • Delores' entry into tech from social work & psychology
  • Timing of digital motions along the customer journey
  • Dealing with variables such as industry-specific differences 
  • Team structure at Zendesk to support digital & scaled program 
  • Getting scrappy with resources and cross-functional departments to help build the program
  • Short-form content as part of the ‘Success on Zendesk’ program
  • Using data to determine what content to produce
  • Distribution model for video-based learning
  • Taking learnings from B2C on how to interject more human language into B2B

Delores' LinkedIn: https://www.linkedin.com/in/delorescooper/
DCS Connect Community: https://airtable.com/appLGhZyujOoYp8BQ/shr4ixoZmB8hBoLbM

Shoutouts:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Delores Cooper Buzzsprout-14679078 Tue, 19 Mar 2024 05:00:00 -0500 2393 digital customer success, customer success, delores cooper, zendesk, scaled customer success, scaled cs, digital cs 44 full false Delores Cooper Alex Turkovic The Power of Hyper-Personalized Content for Customer Success with Nik Mijic of Matik | Episode 043 The Power of Hyper-Personalized Content for Customer Success with Nik Mijic of Matik | Episode 043 Nik Mijic, co-founder of Matik comes to us this week with not only a fascinating back-story, but some great CS-related content as we discuss a wide variety of very timely and important topics. 

In this episode, we talk about:

  • How Matik automates the creation of content with personalized data, primarily for CS and Sales
  • The current state of the ‘digital business review’
  • A good understanding of your data is needed for a quality DBR
  • Sending out one-pagers based on usage milestones or monthly project status updates - automagically
  • A lot of people are scared of negative data, but using it to highlight customer improvement opportunities is key
  • The importance of benchmarking cohorts of customers to help them grow and act on the adoption of the product
  • Keeping a library of common customer objectives and content/measurements to help them along that path
  • Moving beyond rules-based automations in favor of GenAI improvements of the inputs that would normally feed your automations to make them even better.
  • Savvy sales teams are taking post-sale data and aggregating business value cases out of it to help set expectations
  • Nobody’s data is perfect - don’t let that keep you from getting something in place
  • Feedback loops are very important in Digital CS to make sure you are constantly monitoring what is working and what is not working
  • The Kirkpatrick model, typically used in L&D can also be used in other ways to measure the short and long term efficacy of your programs and content

Enjoy! I know I sure did...

Nik's LinkedIn: https://www.linkedin.com/in/nikola-mijic-9012201b/
Matik: https://www.matik.io/

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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Nik Mijic, co-founder of Matik comes to us this week with not only a fascinating back-story, but some great CS-related content as we discuss a wide variety of very timely and important topics. 

In this episode, we talk about:

  • How Matik automates the creation of content with personalized data, primarily for CS and Sales
  • The current state of the ‘digital business review’
  • A good understanding of your data is needed for a quality DBR
  • Sending out one-pagers based on usage milestones or monthly project status updates - automagically
  • A lot of people are scared of negative data, but using it to highlight customer improvement opportunities is key
  • The importance of benchmarking cohorts of customers to help them grow and act on the adoption of the product
  • Keeping a library of common customer objectives and content/measurements to help them along that path
  • Moving beyond rules-based automations in favor of GenAI improvements of the inputs that would normally feed your automations to make them even better.
  • Savvy sales teams are taking post-sale data and aggregating business value cases out of it to help set expectations
  • Nobody’s data is perfect - don’t let that keep you from getting something in place
  • Feedback loops are very important in Digital CS to make sure you are constantly monitoring what is working and what is not working
  • The Kirkpatrick model, typically used in L&D can also be used in other ways to measure the short and long term efficacy of your programs and content

Enjoy! I know I sure did...

Nik's LinkedIn: https://www.linkedin.com/in/nikola-mijic-9012201b/
Matik: https://www.matik.io/

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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Nik Mijic Buzzsprout-14659738 Tue, 12 Mar 2024 05:00:00 -0500 2330 digital customer success, customer success, nik mijic, matik, scaled customer success, scaled cs, digital cs 43 full true Nik Mijic Alex Turkovic Customer Education and The Digital Journey with Erica Akroyd of Pendo | Episode 042 Customer Education and The Digital Journey with Erica Akroyd of Pendo | Episode 042 I always love talking with people who work within companies that serve the CS community, and this one is no different. Erica was a fantastic guest to have on the show, partly because of the myriad of roles she's played at the company but also because she has done and is doing some pretty cool things in the realm of digital and customer education.

In this fascinating conversation we talk about:

  • Her journey into customer education at Pendo
  • The approach to dealing with a new set of circumstances or ambiguity
  • Interplay at Pendo between digital plays and educational offerings
  • Driving prescriptive outcomes in customers’ journeys, especially when there are many potential outcomes 
  • Identifying users' roles in-product to make sure content is curated for the right audience 
  • 1:1 Office Hours - assess, unblock & get out. Customers have availability via a calendar to a resource if they are stuck
  • Start with where you are, what problems you’re trying to solve and what is your inventory of existing resources
  • Facilitate the happy path digitally and using your humans to intervene when they stray
  • Using the resources around you and partnering with other teams to fill in the gaps that you have around subject matter expertise, content creation, etc.
  • Prioritizing content creation based on product roadmap, customer impact of a product change  
  • Instructional designers are underusing heroes in SaaS
  • Brand & design standards - when to adhere to them strictly or not
Enjoy! I know I sure did...

Erica's LinkedIn: https://www.linkedin.com/in/esakroyd/

Shoutout: Daphne Costa Lopes: https://www.linkedin.com/in/daphnecostalopes/

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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> I always love talking with people who work within companies that serve the CS community, and this one is no different. Erica was a fantastic guest to have on the show, partly because of the myriad of roles she's played at the company but also because she has done and is doing some pretty cool things in the realm of digital and customer education.

In this fascinating conversation we talk about:

  • Her journey into customer education at Pendo
  • The approach to dealing with a new set of circumstances or ambiguity
  • Interplay at Pendo between digital plays and educational offerings
  • Driving prescriptive outcomes in customers’ journeys, especially when there are many potential outcomes 
  • Identifying users' roles in-product to make sure content is curated for the right audience 
  • 1:1 Office Hours - assess, unblock & get out. Customers have availability via a calendar to a resource if they are stuck
  • Start with where you are, what problems you’re trying to solve and what is your inventory of existing resources
  • Facilitate the happy path digitally and using your humans to intervene when they stray
  • Using the resources around you and partnering with other teams to fill in the gaps that you have around subject matter expertise, content creation, etc.
  • Prioritizing content creation based on product roadmap, customer impact of a product change  
  • Instructional designers are underusing heroes in SaaS
  • Brand & design standards - when to adhere to them strictly or not
Enjoy! I know I sure did...

Erica's LinkedIn: https://www.linkedin.com/in/esakroyd/

Shoutout: Daphne Costa Lopes: https://www.linkedin.com/in/daphnecostalopes/

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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Erica Akroyd Buzzsprout-14626494 Tue, 05 Mar 2024 05:00:00 -0600 2770 digital customer success, customer success, erica akroyd, pendo, scaled customer success, scaled cs, digital cs 42 full false Erica Akroyd Alex Turkovic Data Analysis and Service Recovery Philosophy with Lane Hart of Contentsquare | Episode 041 Data Analysis and Service Recovery Philosophy with Lane Hart of Contentsquare | Episode 041 Lane Hart of Contentsquare brings to CS a no nonesense approach to ensuring the renewal via strong data analysis combined with a very human approach of customer engagement. He has taken lessons learned from his years in management consulting at IBM forward into a rocketship trajectory in CS at Heap - now Contentsquare. 

Be sure to grab a pen and paper for this one as we talk about:

  • Scaling the Heap CS team and starting a CS Ops function
  • The importance of knowing what Data is available and how it all correlates to drive customer outcomes
  • Advice: Don’t get stuck because the data is not perfect
  • Use data in change management by ‘showing your work’ and telling a story of how you got there.
  • Service recovery philosophy: So much of CS is gracefully falling on our sword - and owning up to that can lead to some incredibly real and human moments.
  • Effective interventions on negative sentiment customers can turn these situations into extremely healthy relationships
  • Contact-level data is so often in very poor shape, not just in formatting but also in whether that contact is still at the company or what role they have
  • Implementing in-app prompts for new users for them to self-identify what role they play
  • Using bounced emails to adjust customer contact data - flagging contacts that have left - then reaching out to company to get updated contacts via active users
  • Surveys are annoying and you have to be very careful not to bombard people
  • Standardizing metrics, both product and commercial,  across departments and then putting them front and center in front of the whole company to drive alignment
  • Tracking champions after they leave a company - they can be incredibly valuable CSQLs to land new accounts with minimal effort


Lane's LinkedIn: https://www.linkedin.com/in/lanehart/

Resources:

Shoutouts:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Lane Hart of Contentsquare brings to CS a no nonesense approach to ensuring the renewal via strong data analysis combined with a very human approach of customer engagement. He has taken lessons learned from his years in management consulting at IBM forward into a rocketship trajectory in CS at Heap - now Contentsquare. 

Be sure to grab a pen and paper for this one as we talk about:

  • Scaling the Heap CS team and starting a CS Ops function
  • The importance of knowing what Data is available and how it all correlates to drive customer outcomes
  • Advice: Don’t get stuck because the data is not perfect
  • Use data in change management by ‘showing your work’ and telling a story of how you got there.
  • Service recovery philosophy: So much of CS is gracefully falling on our sword - and owning up to that can lead to some incredibly real and human moments.
  • Effective interventions on negative sentiment customers can turn these situations into extremely healthy relationships
  • Contact-level data is so often in very poor shape, not just in formatting but also in whether that contact is still at the company or what role they have
  • Implementing in-app prompts for new users for them to self-identify what role they play
  • Using bounced emails to adjust customer contact data - flagging contacts that have left - then reaching out to company to get updated contacts via active users
  • Surveys are annoying and you have to be very careful not to bombard people
  • Standardizing metrics, both product and commercial,  across departments and then putting them front and center in front of the whole company to drive alignment
  • Tracking champions after they leave a company - they can be incredibly valuable CSQLs to land new accounts with minimal effort


Lane's LinkedIn: https://www.linkedin.com/in/lanehart/

Resources:

Shoutouts:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Lane Hart Buzzsprout-14582086 Tue, 27 Feb 2024 05:00:00 -0600 3482 digital customer success, customer success, lane hart, contentsquare, scaled customer success, scaled cs, digital cs 41 full false Lane Hart Alex Turkovic AI Driven Digital Customer Success in App Form w/ Dickey Singh of Cast.app | Episode 040 AI Driven Digital Customer Success in App Form w/ Dickey Singh of Cast.app | Episode 040 Dickey Singh, CEO of Cast joins us this week for a bonus episode in which we discover his fascinating journey from a long line of engineering leadership roles to today, where he's leading the charge of AI in CS. 

We discuss at length what he and his team at Cast.app are doing to help revolutionize digital CS and what the future of all of this technology looks like.

Topics covered include:

  • Dickey’s long history with AI and his journey from an engineering background into serving customer success today
  • He was ‘there’ at the inception of Customer Success
  • How Cast.app  helps its customers achieve 30x ROI via providing digital CS
  • 1:Many vs. 1:1 vs. Many:Many in Digital CS
  • Getting persona-specific in your outreach, but don’t go by titles and go by responsibilities, interests and user profiles
  • Digital provides efficiency and automation to drive efficiency for CSMs
  • Executive personas are likely not going to be in the app and a lot of C-level execs prefer text messages
  • SMS is a powerful way to reach certain personas and shouldn’t be as frowned upon as it is
  • The tendency for AI to hallucinate and how it needs to be verified by the human
  • Current and future state of AI in CS and how adopters stand to gain massive efficiencies. More and more useful AI tools are coming.
  • Prompting won’t be as relevant in the future as it currently is

Enjoy! I know I sure did...

Dickey's LinkedIn: https://www.linkedin.com/in/dickey/
Cast: https://cast.app/
Pure Storage ROI with Cast: https://cast.app/purestorage-roi

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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Dickey Singh, CEO of Cast joins us this week for a bonus episode in which we discover his fascinating journey from a long line of engineering leadership roles to today, where he's leading the charge of AI in CS. 

We discuss at length what he and his team at Cast.app are doing to help revolutionize digital CS and what the future of all of this technology looks like.

Topics covered include:

  • Dickey’s long history with AI and his journey from an engineering background into serving customer success today
  • He was ‘there’ at the inception of Customer Success
  • How Cast.app  helps its customers achieve 30x ROI via providing digital CS
  • 1:Many vs. 1:1 vs. Many:Many in Digital CS
  • Getting persona-specific in your outreach, but don’t go by titles and go by responsibilities, interests and user profiles
  • Digital provides efficiency and automation to drive efficiency for CSMs
  • Executive personas are likely not going to be in the app and a lot of C-level execs prefer text messages
  • SMS is a powerful way to reach certain personas and shouldn’t be as frowned upon as it is
  • The tendency for AI to hallucinate and how it needs to be verified by the human
  • Current and future state of AI in CS and how adopters stand to gain massive efficiencies. More and more useful AI tools are coming.
  • Prompting won’t be as relevant in the future as it currently is

Enjoy! I know I sure did...

Dickey's LinkedIn: https://www.linkedin.com/in/dickey/
Cast: https://cast.app/
Pure Storage ROI with Cast: https://cast.app/purestorage-roi

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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Dickey Singh Buzzsprout-14535833 Thu, 22 Feb 2024 06:00:00 -0600 3213 digital customer success, customer success, cast.app, dickey singh, artificial intelligence, ai, scaled customer success, scaled cs, digital cs 40 full false Dickey Singh Alex Turkovic Cross Collaborating on the Customer Journey with James Lawson of River Consulting Group | Episode 039 Cross Collaborating on the Customer Journey with James Lawson of River Consulting Group | Episode 039 James Lawson of River Consultancy Group joins us this week in a fun conversation that spans a wide range of topics including a growing sentiment among CS leaders that contributions to the customer journey should be cross collaborative in nature. 

James is the founder of River Consultancy Group and currently serves as CCO at key Computer Applications Ltd. It is this along with his long history in CS that have shaped his unique and healthy outlook on CS and how CSMs specifically can best position themselves in the future.

In this episode, we cover topics including: 

  •  Why CS is so prevalent in software and not as much elsewhere
  • Customer success as a company-wide capability, not just CS function
  • Internal collaboration around customer journey actions
  • Providing value at scale with the illusion of it being personal 
  • Making sure we don’t forget to celebrate the success of our users and various personas
  • CSMs who have strong consultative skills will have the edge in the future
  • Storytelling on the back of data points is where humans excel and this can be supported by digital
  • Personalizing digital engagement by asking personas about their engagement preferences
  • The importance of having your product and digital motions lead with simplicity
  • Continually tweaking your ICP using internal and external indicators - especially among your smaller customers that are scaling, vs the largest customers.

Enjoy! I know I sure did...

James' LinkedIn: https://www.linkedin.com/in/jlaw-customersuccess/
River Consultancy Group: https://www.riverconsultancygroup.co.uk/

Resources:

Shoutouts:

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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> James Lawson of River Consultancy Group joins us this week in a fun conversation that spans a wide range of topics including a growing sentiment among CS leaders that contributions to the customer journey should be cross collaborative in nature. 

James is the founder of River Consultancy Group and currently serves as CCO at key Computer Applications Ltd. It is this along with his long history in CS that have shaped his unique and healthy outlook on CS and how CSMs specifically can best position themselves in the future.

In this episode, we cover topics including: 

  •  Why CS is so prevalent in software and not as much elsewhere
  • Customer success as a company-wide capability, not just CS function
  • Internal collaboration around customer journey actions
  • Providing value at scale with the illusion of it being personal 
  • Making sure we don’t forget to celebrate the success of our users and various personas
  • CSMs who have strong consultative skills will have the edge in the future
  • Storytelling on the back of data points is where humans excel and this can be supported by digital
  • Personalizing digital engagement by asking personas about their engagement preferences
  • The importance of having your product and digital motions lead with simplicity
  • Continually tweaking your ICP using internal and external indicators - especially among your smaller customers that are scaling, vs the largest customers.

Enjoy! I know I sure did...

James' LinkedIn: https://www.linkedin.com/in/jlaw-customersuccess/
River Consultancy Group: https://www.riverconsultancygroup.co.uk/

Resources:

Shoutouts:

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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, James Lawson Buzzsprout-14522459 Tue, 20 Feb 2024 05:00:00 -0600 3258 digital customer success, customer success, james lawson, scaled customer success, scaled cs, digital cs 39 full false James Lawson Alex Turkovic Tearing Down PLG & SLG Walls in Digital CX with Dee Kapila of Miro | Episode 038 Tearing Down PLG & SLG Walls in Digital CX with Dee Kapila of Miro | Episode 038 Today's discussion with Dee Kapila is a fascinating insight into the world of building innovative digital programs within a very well known and broadly used organization, Miro. As Global Head of Scaled Customer Experience, Dee leads both digital and customer education functions. Her talk last year at Pulse on having SLG & PLG work in harmony for the benefit of the customer journey was fascinating on completely on point!

Our conversation focused on:

  • How digital CS is putting many functions and practices together to scale CX - not just CS.
  • Digital CS in relation to other orgs in the company and ensuring you are building together with cross-collaborators
  • Leveraging cross functional competencies to work together on securing the customer journey
  • Focusing on quick wins to get something going quickly, while you focus on the big picture, future state activities
  • "Product vs. Sales Led Growth? Embrace BOTH with Scaled CX": Cliff notes of Dee’s talk at Pulse last year
  • Her scaled team structure and the importance of leaving room for variability when building these teams
  • Scaled Customer Experience Team with three pillars: Scaled Education, Scaled Production & Digital Success with Scaled teams to support
  • A peek at the digital tech stack + the custom in-house tooling built at Miro 
  • In-app guidance needs to be elegant and not overbearing or clunky.

Enjoy! I sure did...

Dee's LinkedIn: https://www.linkedin.com/in/deekapila/
Dee's Talk at Pulse in 2023: https://pulselibrary.gainsight.com/video/product-vs-sales-led-growth-embrace-both-with-scaled-cx
Dee's Substack: https://deekapila.substack.com/

Shoutout:


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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Today's discussion with Dee Kapila is a fascinating insight into the world of building innovative digital programs within a very well known and broadly used organization, Miro. As Global Head of Scaled Customer Experience, Dee leads both digital and customer education functions. Her talk last year at Pulse on having SLG & PLG work in harmony for the benefit of the customer journey was fascinating on completely on point!

Our conversation focused on:

  • How digital CS is putting many functions and practices together to scale CX - not just CS.
  • Digital CS in relation to other orgs in the company and ensuring you are building together with cross-collaborators
  • Leveraging cross functional competencies to work together on securing the customer journey
  • Focusing on quick wins to get something going quickly, while you focus on the big picture, future state activities
  • "Product vs. Sales Led Growth? Embrace BOTH with Scaled CX": Cliff notes of Dee’s talk at Pulse last year
  • Her scaled team structure and the importance of leaving room for variability when building these teams
  • Scaled Customer Experience Team with three pillars: Scaled Education, Scaled Production & Digital Success with Scaled teams to support
  • A peek at the digital tech stack + the custom in-house tooling built at Miro 
  • In-app guidance needs to be elegant and not overbearing or clunky.

Enjoy! I sure did...

Dee's LinkedIn: https://www.linkedin.com/in/deekapila/
Dee's Talk at Pulse in 2023: https://pulselibrary.gainsight.com/video/product-vs-sales-led-growth-embrace-both-with-scaled-cx
Dee's Substack: https://deekapila.substack.com/

Shoutout:


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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Dee Kapila Buzzsprout-14491143 Tue, 13 Feb 2024 05:00:00 -0600 3107 digital customer success, customer success, dee kapila, miro, slg, plg, scaled customer success, scaled cs, digital cs 38 full true Dee Kapila Alex Turkovic Driving Community & Scale at LinkedIn with Ezra Zimbler of LinkedIn | Episode 37 Driving Community & Scale at LinkedIn with Ezra Zimbler of LinkedIn | Episode 37 Ezra Zimbler is a long time LinkedIn team member, currently based in Dublin who is driving some really great initiatives and customer facing teams. He's a diversity & equity champion within the halls of LinkedIn as well as without. This is definitely a topic of conversation in this episode, along with LinkedIn's efforts around building customer community and how the teams are structured around digital CS. 

In this episode, you'll hear about:

  • Ezra's background in sports management and his transition into CS
  • His team’s focus on customer enablement
  • Using digital motions to focus a CSMs time on having valuable conversation with customers instead of content creation & admin work
  • Structure of CS around digital at LinkedIn using a ‘Programs’ team
  • How LinkedIn structures around line of business and customer segment
  • Implementation of inSided at LinkedIn to drive community and starting with a core group of customers for early feedback and into broader availability launch
  • State of the CS Community  in Dublin 
  • Ezras work in DEI and driving equity & diversity within LinkedIn and co-founding TransformHER to help break the double glass ceiling outside of LinkedIn
  • Treating LinkedIn content as more of a library vs. a feed where you can search for historic content

Enjoy! I sure did!

Ezra's LinkedIn: https://www.linkedin.com/in/ezimbler/
Customer Success Monthly Newsletter: https://www.linkedin.com/newsletters/7023248545004539904/
Customer Success Monthly YouTube Channel: https://www.youtube.com/@CustomerSuccessMonthly/

Shoutouts:

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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Ezra Zimbler is a long time LinkedIn team member, currently based in Dublin who is driving some really great initiatives and customer facing teams. He's a diversity & equity champion within the halls of LinkedIn as well as without. This is definitely a topic of conversation in this episode, along with LinkedIn's efforts around building customer community and how the teams are structured around digital CS. 

In this episode, you'll hear about:

  • Ezra's background in sports management and his transition into CS
  • His team’s focus on customer enablement
  • Using digital motions to focus a CSMs time on having valuable conversation with customers instead of content creation & admin work
  • Structure of CS around digital at LinkedIn using a ‘Programs’ team
  • How LinkedIn structures around line of business and customer segment
  • Implementation of inSided at LinkedIn to drive community and starting with a core group of customers for early feedback and into broader availability launch
  • State of the CS Community  in Dublin 
  • Ezras work in DEI and driving equity & diversity within LinkedIn and co-founding TransformHER to help break the double glass ceiling outside of LinkedIn
  • Treating LinkedIn content as more of a library vs. a feed where you can search for historic content

Enjoy! I sure did!

Ezra's LinkedIn: https://www.linkedin.com/in/ezimbler/
Customer Success Monthly Newsletter: https://www.linkedin.com/newsletters/7023248545004539904/
Customer Success Monthly YouTube Channel: https://www.youtube.com/@CustomerSuccessMonthly/

Shoutouts:

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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Ezra Zimbler Buzzsprout-14434295 Tue, 06 Feb 2024 05:00:00 -0600 2831 digital customer success, customer success, ezra zimbler, linkedin, community, scaled customer success, scaled cs, digital cs 37 full false Ezra Zimbler Alex Turkovic Hiring for Digital CS and the State of the Job Market with Sara Roberts of Bayview Talent | Episode 36 Hiring for Digital CS and the State of the Job Market with Sara Roberts of Bayview Talent | Episode 36 Sara Roberts (Bayview Talent and host of Success Unscripted) may not immediately jump out to you as an obvious guest of this podcast. No, she doesn't run a digital CS function nor does she have a rich history in CS.

What she does have is her finger on the pulse for growing and scaling CS teams as that is her recruiting agency's specialty. As such, it was a great opportunity to talk about two specific areas: the state of the CS job market today and how to build & scale digital functions.

In this fascinating interview we discussed:

  • Being part of the Zenefits growth and the evolution into her establishing Bayview, specifically focused on CS recruiting
  • Hiring and the job search freeze are thawing
  • Sara’s motivation for starting the Success Unscripted Podcast
  • The importance of being vulnerable and sharing your hard experiences to help others who are doing the same
  • Building and scaling digital teams from a hiring perspective 
  • Hiring for digital is not just about putting your Junior CS teams in a scaled team but instead looking for technical resources, marketing people, product…etc.
  • Start by analyzing what systems & people you have. What are the skills gaps in relation to what problems you’re trying to solve. That will inform your hiring strategy for digital.
  • For a digital role - you are looking to hire people who can go deep into the data, but can also pull up and see the strategy
  • Practical advice for CSMs looking for their next role: take on projects and prove you can already do the work of that role
  • For those looking for work: Focus on the industry you already have experience with which will give you a leg up over other applicants. Focus on the ACV of the target customer that is within your comfort range. Finally, focus on what stage company it is vs. your experience.
  • Don’t just send in your resume and call it a day - recruiters are likely not looking at those resumes. Find the manager of the team and send them a note on LinkedIn.


Sara’s LinkedIn: https://www.linkedin.com/in/saralynneroberts/
Bayview Talent: https://www.bayviewtalent.com/
Success Unscripted Podcast: https://www.unscriptedpod.com/
Resources:

  • Crunchbase for conducting targeted company searches based on your criteria

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Sara Roberts (Bayview Talent and host of Success Unscripted) may not immediately jump out to you as an obvious guest of this podcast. No, she doesn't run a digital CS function nor does she have a rich history in CS.

What she does have is her finger on the pulse for growing and scaling CS teams as that is her recruiting agency's specialty. As such, it was a great opportunity to talk about two specific areas: the state of the CS job market today and how to build & scale digital functions.

In this fascinating interview we discussed:

  • Being part of the Zenefits growth and the evolution into her establishing Bayview, specifically focused on CS recruiting
  • Hiring and the job search freeze are thawing
  • Sara’s motivation for starting the Success Unscripted Podcast
  • The importance of being vulnerable and sharing your hard experiences to help others who are doing the same
  • Building and scaling digital teams from a hiring perspective 
  • Hiring for digital is not just about putting your Junior CS teams in a scaled team but instead looking for technical resources, marketing people, product…etc.
  • Start by analyzing what systems & people you have. What are the skills gaps in relation to what problems you’re trying to solve. That will inform your hiring strategy for digital.
  • For a digital role - you are looking to hire people who can go deep into the data, but can also pull up and see the strategy
  • Practical advice for CSMs looking for their next role: take on projects and prove you can already do the work of that role
  • For those looking for work: Focus on the industry you already have experience with which will give you a leg up over other applicants. Focus on the ACV of the target customer that is within your comfort range. Finally, focus on what stage company it is vs. your experience.
  • Don’t just send in your resume and call it a day - recruiters are likely not looking at those resumes. Find the manager of the team and send them a note on LinkedIn.


Sara’s LinkedIn: https://www.linkedin.com/in/saralynneroberts/
Bayview Talent: https://www.bayviewtalent.com/
Success Unscripted Podcast: https://www.unscriptedpod.com/
Resources:

  • Crunchbase for conducting targeted company searches based on your criteria

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Sara Roberts Buzzsprout-14402108 Thu, 01 Feb 2024 05:00:00 -0600 3460 digital customer success, customer success, sara roberts, bayview talent, cs recruiting, scaled customer success, scaled cs, digital cs 36 full true Sara Roberts Alex Turkovic Diversifying and Digitizing Customer Success with Annie Dean of RecastSuccess | Episode 035 Diversifying and Digitizing Customer Success with Annie Dean of RecastSuccess | Episode 035 Reminder! Enter for a Gold Pass to the CS Festival in Austin:

  1. Leave a review the podcast and send a quick screenshot to alex@digitalcustomersuccess.com
  2. Go to this LinkedIn post and Like it: https://www.linkedin.com/feed/update/urn:li:activity:7152780848642068480
  3. Leave a comment on that same post. Easy!

Today's Guest Annie Dean of RecastSuccess is a TRUE CS veteran and is one of those rare individuals who was around when the term 'Customer Success' was coined! 

What does that mean for us? Lots of insight and knowledge to learn from. In this fascinating conversation, Annie draws from her deep career at legendary companies like LinkedIn, Cisco & Coursera - as well as her current experience with RecastSuccess - to give us a ton of great nuggets of knowledge.

It was also a pleasure having her on as RecastSuccess does so much to drive equity and diversity within CS - which is definitely worth highlighting. 

In this fantastic conversation, we cover a lot of ground including:

  • How to prioritize where to start digitally
  • How tooling has helped us to normalize digital CS 
  • The genesis of RecastSuccess and its mission to help foster diversity in CS 
  • The role profiles of Digital CS and how product management, marketing, sales ops  and data science fit in well with DCS - not necessarily CSM.
  • How RecastSuccess partners with VCs & Startups to help grow CS orgs with well trained team members
  • Early stage startups have an advantage because you can start with automations and have them in place from the beginning
  • How to be proactive with end-users (those that aren’t reaching out) to help drive outcomes for those executives
  • Average professional in the US uses 80 apps regularly - which is why it is imperative to be proactive with users 
  • Semi-live webinars are a great way to scale
  • New AI tools are there to augment and improve what you’re doing - not replace what you’re doing.
  • Racial & Gender diversity in tech and RecastSuccess’ mission for building CS teams that are as diverse as possible
  • The ever-present topic of whether to QBR or whether to not QBR

Annie's Industry Newsletter List

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Reminder! Enter for a Gold Pass to the CS Festival in Austin:

  1. Leave a review the podcast and send a quick screenshot to alex@digitalcustomersuccess.com
  2. Go to this LinkedIn post and Like it: https://www.linkedin.com/feed/update/urn:li:activity:7152780848642068480
  3. Leave a comment on that same post. Easy!

Today's Guest Annie Dean of RecastSuccess is a TRUE CS veteran and is one of those rare individuals who was around when the term 'Customer Success' was coined! 

What does that mean for us? Lots of insight and knowledge to learn from. In this fascinating conversation, Annie draws from her deep career at legendary companies like LinkedIn, Cisco & Coursera - as well as her current experience with RecastSuccess - to give us a ton of great nuggets of knowledge.

It was also a pleasure having her on as RecastSuccess does so much to drive equity and diversity within CS - which is definitely worth highlighting. 

In this fantastic conversation, we cover a lot of ground including:

  • How to prioritize where to start digitally
  • How tooling has helped us to normalize digital CS 
  • The genesis of RecastSuccess and its mission to help foster diversity in CS 
  • The role profiles of Digital CS and how product management, marketing, sales ops  and data science fit in well with DCS - not necessarily CSM.
  • How RecastSuccess partners with VCs & Startups to help grow CS orgs with well trained team members
  • Early stage startups have an advantage because you can start with automations and have them in place from the beginning
  • How to be proactive with end-users (those that aren’t reaching out) to help drive outcomes for those executives
  • Average professional in the US uses 80 apps regularly - which is why it is imperative to be proactive with users 
  • Semi-live webinars are a great way to scale
  • New AI tools are there to augment and improve what you’re doing - not replace what you’re doing.
  • Racial & Gender diversity in tech and RecastSuccess’ mission for building CS teams that are as diverse as possible
  • The ever-present topic of whether to QBR or whether to not QBR

Annie's Industry Newsletter List

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Annie Dean Buzzsprout-14366623 Tue, 30 Jan 2024 05:00:00 -0600 3178 digital customer success, customer success, annie dean, recastsuccess, scaled customer success, scaled cs, digital cs 35 full false Annie Dean Alex Turkovic Short Form Content & Human Language in Digital Customer Success with Anika Zubair of Griffin | Episode 034 Short Form Content & Human Language in Digital Customer Success with Anika Zubair of Griffin | Episode 034 Enter the contest for a Gold Pass ($1300 value!) to the Customer Success Festival in Austin (Feb 13 & 14, 2024) by following these steps:

  1. Review the podcast on your platform of choice and send a quick screenshot to alex@digitalcustomersuccess.com
  2. Go to this LinkedIn post and Like it: https://www.linkedin.com/feed/update/urn:li:activity:7152780848642068480
  3. Leave a comment on that same post about what aspect of CS Festival you're most looking forward to or any questions comments you might have about the event.

Today's Guest Anika Zubair is a CS household name and award winning customer success leader who is constantly providing insanely valuable content to the community. She has led and scaled many functions throughout her career and is currently Head of Customer Success at Griffin. 

There are so many valuable nuggets of information to pull away from our conversation in this episode including:

  • Leveraging technology to meet our customers where they are with what they need
  • Covid normalized digital engagement
  • The resurgence of QR codes
  • Transitioning from full-time gig to consulting and back
  • The difficulty of the current job market
  • Using ‘CS Trailers’ to solve for customer engagement via short form, TikTok style video and how this style aligns with how people are consuming content today
  • Combining short videos (max 90 seconds) with analytics and strong call to actions can lead to strong customer engagement
  • Practical example of a short onboarding flow
  • Things like 'Spotify Wrapped' are HARD to get to but so effective if you do
  • Celebrating customer wins and demonstrating value digitally
  • It’s ok as B2B to communicate like B2C - we are all just human

Anika's LinkedIn: https://www.linkedin.com/in/anikazubair/

Apps:

  • Cast.app - Virtual Digital CSM
  • Bagel - Tie product features to revenue opportunities and customer feedback

Content:

Shoutouts:

  • Dan Ennis
  • Jay Nathan
  • Jeff Breunsbach

+++++++++

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Enter the contest for a Gold Pass ($1300 value!) to the Customer Success Festival in Austin (Feb 13 & 14, 2024) by following these steps:

  1. Review the podcast on your platform of choice and send a quick screenshot to alex@digitalcustomersuccess.com
  2. Go to this LinkedIn post and Like it: https://www.linkedin.com/feed/update/urn:li:activity:7152780848642068480
  3. Leave a comment on that same post about what aspect of CS Festival you're most looking forward to or any questions comments you might have about the event.

Today's Guest Anika Zubair is a CS household name and award winning customer success leader who is constantly providing insanely valuable content to the community. She has led and scaled many functions throughout her career and is currently Head of Customer Success at Griffin. 

There are so many valuable nuggets of information to pull away from our conversation in this episode including:

  • Leveraging technology to meet our customers where they are with what they need
  • Covid normalized digital engagement
  • The resurgence of QR codes
  • Transitioning from full-time gig to consulting and back
  • The difficulty of the current job market
  • Using ‘CS Trailers’ to solve for customer engagement via short form, TikTok style video and how this style aligns with how people are consuming content today
  • Combining short videos (max 90 seconds) with analytics and strong call to actions can lead to strong customer engagement
  • Practical example of a short onboarding flow
  • Things like 'Spotify Wrapped' are HARD to get to but so effective if you do
  • Celebrating customer wins and demonstrating value digitally
  • It’s ok as B2B to communicate like B2C - we are all just human

Anika's LinkedIn: https://www.linkedin.com/in/anikazubair/

Apps:

  • Cast.app - Virtual Digital CSM
  • Bagel - Tie product features to revenue opportunities and customer feedback

Content:

Shoutouts:

  • Dan Ennis
  • Jay Nathan
  • Jeff Breunsbach

+++++++++

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Anika Zubair Buzzsprout-14342074 Tue, 23 Jan 2024 05:00:00 -0600 3442 digital customer success, customer success, anika zubair, scaled customer success, scaled cs, digital cs 34 full false Anika Zubair Alex Turkovic Elevating CS Within Your Organization with Anita Toth | Episode 033 Elevating CS Within Your Organization with Anita Toth | Episode 033 Enter the contest for a Gold Pass ($1300 value!) to the Customer Success Festival in Austin (Feb 13 & 14, 2024) by following these steps:

  1. Review the podcast on your platform of choice and send a quick screenshot to alex@digitalcustomersuccess.com
  2. Go to this LinkedIn post and Like it: https://www.linkedin.com/feed/update/urn:li:activity:7152780848642068480
  3. Leave a comment on that same post about what aspect of CS Festival you're most looking forward to or any questions comments you might have about the event.

Winner will be announced on Jan 31!

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

Today's Guest: Anita Toth
There is no denying that there are a ton of amazing people in the CS community. Anita Toth is no exception. She is such a great presence in CS and regularly puts her academia background in full display with well thought through concepts and tangible take-aways that help elevate CS within our organizations. 

This conversation was jam packed with really great take-aways including:

  • Anita's background in academia
  • Her transition into CS and the lessons that it can teach others about approaching transition
  • Deep research in CS and looking for patterns
  • Standardizing customer feedback, CS inputs, etc. to drive data cleanliness and see trends
  • Elevating CS within an organization from the kids table to the adult table
  • How to feed CS' valuable customer data to the rest of the company
  • Start with Marketing and share details of your top 20% customers - help marketing build an ICP so that they can go help find more of that type of customer
  • How our tooling is helping us to produce insights for the business
  • CS’ main product should be insights on customer health
  • The importance of CS leaders to understand other business leaders’ goals so that we know what insights can help them
  • Trust and ethics in adopting GenAI and the inflection point that is coming where we won’t be able to tell the difference between human and algorithm
  • Speculating on the future use of GenAI within CS

Anita's LinkedIn
ATI
Churn No More Leadership Workshop

Resources:

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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Enter the contest for a Gold Pass ($1300 value!) to the Customer Success Festival in Austin (Feb 13 & 14, 2024) by following these steps:

  1. Review the podcast on your platform of choice and send a quick screenshot to alex@digitalcustomersuccess.com
  2. Go to this LinkedIn post and Like it: https://www.linkedin.com/feed/update/urn:li:activity:7152780848642068480
  3. Leave a comment on that same post about what aspect of CS Festival you're most looking forward to or any questions comments you might have about the event.

Winner will be announced on Jan 31!

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

Today's Guest: Anita Toth
There is no denying that there are a ton of amazing people in the CS community. Anita Toth is no exception. She is such a great presence in CS and regularly puts her academia background in full display with well thought through concepts and tangible take-aways that help elevate CS within our organizations. 

This conversation was jam packed with really great take-aways including:

  • Anita's background in academia
  • Her transition into CS and the lessons that it can teach others about approaching transition
  • Deep research in CS and looking for patterns
  • Standardizing customer feedback, CS inputs, etc. to drive data cleanliness and see trends
  • Elevating CS within an organization from the kids table to the adult table
  • How to feed CS' valuable customer data to the rest of the company
  • Start with Marketing and share details of your top 20% customers - help marketing build an ICP so that they can go help find more of that type of customer
  • How our tooling is helping us to produce insights for the business
  • CS’ main product should be insights on customer health
  • The importance of CS leaders to understand other business leaders’ goals so that we know what insights can help them
  • Trust and ethics in adopting GenAI and the inflection point that is coming where we won’t be able to tell the difference between human and algorithm
  • Speculating on the future use of GenAI within CS

Anita's LinkedIn
ATI
Churn No More Leadership Workshop

Resources:

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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Anita Toth Buzzsprout-14314812 Tue, 16 Jan 2024 05:00:00 -0600 3573 digital customer success, customer success, anita toth, scaled customer success, scaled cs, digital cs 33 full false Anita Toth Alex Turkovic Digital Customer Success with and Engineering Mindset with Bhavika Kochhar | Episode 032 Digital Customer Success with and Engineering Mindset with Bhavika Kochhar | Episode 032 Bhavika Kochhar is one of those amazing individuals that does an incredible amount of service to the CS community and seemingly eats, sleeps & breaths customer success. She's been in the trenches as a CSM and is now pursuing her Masters in Engineering Management, where she is focused on pulling technical prowess into CS.

I loved this conversation with Bhavika because she provided a lot of tactical advice, not only for leaders but also front-line CSMs on the mindset and general operations of great digital programs. Topics in our conversation include:

  • How her love of tech brought her to the Engineering Management Masters program at Duke
  • Even as a CSM - you can go an automate things to make your job better
  • DCS isn’t replacing the CSM - it’s in service of the CSM to make them more efficient
  • The benefit of being technically proficient on your product and your own tech stack/integrations
  • Your customers shouldn’t know that they are interfacing with different teams and systems. It should feel cohesive.
  • Gender and racial diversity in CS and tech
  • Effective cross collaboration with other departments 
  • Asking questions is so important in getting to know other functions - being naturally curious is good

Such great info from such a sweet person. I hope you enjoy...because I sure did!

Bhavika's LinkedIn: https://www.linkedin.com/in/bhavikak/
Bhavika's Website: https://www.bhavikakochhar.com/
CS Ladies initiative: https://www.linkedin.com/company/csladies/

Resources:

  • Customer Success Mindset: Building Customer-Centricity into the DNA of your Growth Strategy by Jyo Shukla: https://amzn.to/3vtw6N6
  • The AI Empowered Customer Experience: A CX practitioner's guide to the possibilities and risks of AI by Simon Kriss: https://amzn.to/41Ob7R0

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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Bhavika Kochhar is one of those amazing individuals that does an incredible amount of service to the CS community and seemingly eats, sleeps & breaths customer success. She's been in the trenches as a CSM and is now pursuing her Masters in Engineering Management, where she is focused on pulling technical prowess into CS.

I loved this conversation with Bhavika because she provided a lot of tactical advice, not only for leaders but also front-line CSMs on the mindset and general operations of great digital programs. Topics in our conversation include:

  • How her love of tech brought her to the Engineering Management Masters program at Duke
  • Even as a CSM - you can go an automate things to make your job better
  • DCS isn’t replacing the CSM - it’s in service of the CSM to make them more efficient
  • The benefit of being technically proficient on your product and your own tech stack/integrations
  • Your customers shouldn’t know that they are interfacing with different teams and systems. It should feel cohesive.
  • Gender and racial diversity in CS and tech
  • Effective cross collaboration with other departments 
  • Asking questions is so important in getting to know other functions - being naturally curious is good

Such great info from such a sweet person. I hope you enjoy...because I sure did!

Bhavika's LinkedIn: https://www.linkedin.com/in/bhavikak/
Bhavika's Website: https://www.bhavikakochhar.com/
CS Ladies initiative: https://www.linkedin.com/company/csladies/

Resources:

  • Customer Success Mindset: Building Customer-Centricity into the DNA of your Growth Strategy by Jyo Shukla: https://amzn.to/3vtw6N6
  • The AI Empowered Customer Experience: A CX practitioner's guide to the possibilities and risks of AI by Simon Kriss: https://amzn.to/41Ob7R0

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

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Bhavika Kochhar Buzzsprout-14244385 Tue, 09 Jan 2024 05:00:00 -0600 2327 digital customer success, customer success, bhavika kochhar, scaled customer success, scaled cs, digital cs 32 full false Bhavika Kochar Alex Turkovic How Digital Fuels the Post-Sale Journey at Demandbase with Alyssa Opella | Episode 031 How Digital Fuels the Post-Sale Journey at Demandbase with Alyssa Opella | Episode 031 In the intro to this week's episode, I briefly touch upon a new resource that is available to you via the website: The Digital Customer Success Tech Stack. In short, this is a collection of applications that a myriad of digital CS and Ops pros are using to execute on their digital strategies. Check it out here: https://digitalcustomersuccess.com/tech-stack/

Happy New Year!

Today's conversation with Alyssa Opella is an absolute treasure trove of how to incorporate digital motions into your entire post-sale journey. Since joining Demandbase almost 2 years ago, Alyssa has incorporated a strong focus on data quality and automations into processes which help customers achieve success from onboarding through to tracking successes and outcomes. 

She and her team focus on intervening in times of trouble just as much as they like to help celebrate their customers' wins, which is a fantastic way to operate. 

In this episode, full of practical advice, we discuss:

  • Alyssa's journey through key career points including time in Blockbuster and the IBM Watson program, as well as her transition from marketing automation into customer success
  • The journey of customer success at Demandbase and the power of perception of the org within the company
  • The importance of data in guiding customers to success
  • Executive-specific motions which help to foster communication with key decision makers
  • Celebrating wins and having fun with customers
  • Knowing your personas and crafting messages specific to that cohort
  • The team behind the scenes making it all happen
  • Not building automation for the sake of automating, but sourcing the requirements for digital motions from the CSM team
  • Support metrics and ticket deflection via digital
  • Failing fast and iterating
  • Taking examples of great digital motions from B2C

My favorite quote from the episode:
"The goal of CSAT is not to get 5 stars but to see where there's smoke"

Alyssa's LinkedIn

Resources:

Shoutouts:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 the intro to this week's episode, I briefly touch upon a new resource that is available to you via the website: The Digital Customer Success Tech Stack. In short, this is a collection of applications that a myriad of digital CS and Ops pros are using to execute on their digital strategies. Check it out here: https://digitalcustomersuccess.com/tech-stack/

Happy New Year!

Today's conversation with Alyssa Opella is an absolute treasure trove of how to incorporate digital motions into your entire post-sale journey. Since joining Demandbase almost 2 years ago, Alyssa has incorporated a strong focus on data quality and automations into processes which help customers achieve success from onboarding through to tracking successes and outcomes. 

She and her team focus on intervening in times of trouble just as much as they like to help celebrate their customers' wins, which is a fantastic way to operate. 

In this episode, full of practical advice, we discuss:

  • Alyssa's journey through key career points including time in Blockbuster and the IBM Watson program, as well as her transition from marketing automation into customer success
  • The journey of customer success at Demandbase and the power of perception of the org within the company
  • The importance of data in guiding customers to success
  • Executive-specific motions which help to foster communication with key decision makers
  • Celebrating wins and having fun with customers
  • Knowing your personas and crafting messages specific to that cohort
  • The team behind the scenes making it all happen
  • Not building automation for the sake of automating, but sourcing the requirements for digital motions from the CSM team
  • Support metrics and ticket deflection via digital
  • Failing fast and iterating
  • Taking examples of great digital motions from B2C

My favorite quote from the episode:
"The goal of CSAT is not to get 5 stars but to see where there's smoke"

Alyssa's LinkedIn

Resources:

Shoutouts:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Alyssa Opella Buzzsprout-14220470 Tue, 02 Jan 2024 05:00:00 -0600 3466 digital customer success, customer success, alyssa opella, demandbase, scaled customer success, scaled cs, digital cs 31 full false Alyssa Opella Alex Turkovic Building Community in Digital Customer Success with Marie Lunney | Episode 030 Building Community in Digital Customer Success with Marie Lunney | Episode 030 Marie Lunney joins us this week in a whirlwind conversation in which we cover a lot of ground. Not only is she a seasoned digital CS leader, including her current role at Top Employers Institute, but she's also founder of the DCS Connect Slack community.

In this fun filled 45 minutes, Marie and I dig into:

  • Digital CS before it was called DCS
  • Cross-coordination with other departments around the Customer Journey
  • How employee satisfaction plays into a healthy digital journey
  • The DCS Connect Community
  • The many variables involved in Digital CS
  • Evolution of digital away from segment coverage and into broader operations
  • Data hygiene and knowing who your customer contact personas are
  • Strategies for cleaning up your data
  • Digital business reviews & checking in digitally with your customers
  • The branding implications of a good digital CS program
  • Comparing customers to their peers to drive behaviors
  • Hiring for Digital CS and how your most tenured CSMs may not be an ideal fit for the role.

Enjoy! I know I sure did...

Marie's LinkedIn: https://www.linkedin.com/in/marielunney1/
Join DCS Connect: https://airtable.com/appLGhZyujOoYp8BQ/shr4ixoZmB8hBoLbM
The Digital CS Sweet Spot: https://digitalcustomersuccess.com/dcs-sweet-spot/

Resources:

Shoutout:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Marie Lunney joins us this week in a whirlwind conversation in which we cover a lot of ground. Not only is she a seasoned digital CS leader, including her current role at Top Employers Institute, but she's also founder of the DCS Connect Slack community.

In this fun filled 45 minutes, Marie and I dig into:

  • Digital CS before it was called DCS
  • Cross-coordination with other departments around the Customer Journey
  • How employee satisfaction plays into a healthy digital journey
  • The DCS Connect Community
  • The many variables involved in Digital CS
  • Evolution of digital away from segment coverage and into broader operations
  • Data hygiene and knowing who your customer contact personas are
  • Strategies for cleaning up your data
  • Digital business reviews & checking in digitally with your customers
  • The branding implications of a good digital CS program
  • Comparing customers to their peers to drive behaviors
  • Hiring for Digital CS and how your most tenured CSMs may not be an ideal fit for the role.

Enjoy! I know I sure did...

Marie's LinkedIn: https://www.linkedin.com/in/marielunney1/
Join DCS Connect: https://airtable.com/appLGhZyujOoYp8BQ/shr4ixoZmB8hBoLbM
The Digital CS Sweet Spot: https://digitalcustomersuccess.com/dcs-sweet-spot/

Resources:

Shoutout:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Marie Lunney Buzzsprout-14123789 Tue, 12 Dec 2023 05:00:00 -0600 2833 digital customer success, customer success, marie lunney, scaled customer success, scaled cs, digital cs 30 full false Marie Lunney Alex Turkovic Putting Humanity Back Into Digital Customer Success with Jon Johnson of UserTesting | Episode 029 Putting Humanity Back Into Digital Customer Success with Jon Johnson of UserTesting | Episode 029 Jon Johnson is an incredible human. You've likely heard of him as part of the Unchurned BS & CS podcast series in which he shares some of his incredible background and upbringing on a recent episode.

Not only is Jon an incredible CS leader, he is also a fantastic musician and writer, which are both topics we discuss as part of our conversation.

I had the pleasure of spending this hour+ with Jon a few weeks ago where we begin by talking about music. I present Jon with a quick game of 'this or that' album. After that, it was time to get down to business discussing a variety of amazing topics:

  • The interplay between human & digital
  • How digital is the empowerment of a CSM and the customer journey
  • Segmentation by behavior & usage based personas
  • The loss of humanity in Digital 
  • Digital makes up the 80%, but the 20% human engagement is what makes a digital motion successful
  • Using the time that you have with your customers effectively and maximizing for building rapport and relationships
  • Workplace trauma,  mental health, emotional intelligence in leadership and building REAL relationships in business
  • How a one-size-fits-all approach cannot fit all customers
  • Your digital program can be 1:1. “Personalization with a Purpose”
  • Jon's tactical approach to building a digital engagement strategy

Enjoy! I know I sure did...

Jon's LinkedIn: https://www.linkedin.com/in/jonwilliamjohnson/
Measure Over Method Newsletter: https://measureovermethod.com/
Wild Coast (Jon's Band): https://open.spotify.com/artist/17TwPEUjOWx4BESKVsqrPK
Unchurned Podcast: https://blog.update.ai/blog/category/unchurned-podcast/

Resources:

Shoutouts:


If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Jon Johnson is an incredible human. You've likely heard of him as part of the Unchurned BS & CS podcast series in which he shares some of his incredible background and upbringing on a recent episode.

Not only is Jon an incredible CS leader, he is also a fantastic musician and writer, which are both topics we discuss as part of our conversation.

I had the pleasure of spending this hour+ with Jon a few weeks ago where we begin by talking about music. I present Jon with a quick game of 'this or that' album. After that, it was time to get down to business discussing a variety of amazing topics:

  • The interplay between human & digital
  • How digital is the empowerment of a CSM and the customer journey
  • Segmentation by behavior & usage based personas
  • The loss of humanity in Digital 
  • Digital makes up the 80%, but the 20% human engagement is what makes a digital motion successful
  • Using the time that you have with your customers effectively and maximizing for building rapport and relationships
  • Workplace trauma,  mental health, emotional intelligence in leadership and building REAL relationships in business
  • How a one-size-fits-all approach cannot fit all customers
  • Your digital program can be 1:1. “Personalization with a Purpose”
  • Jon's tactical approach to building a digital engagement strategy

Enjoy! I know I sure did...

Jon's LinkedIn: https://www.linkedin.com/in/jonwilliamjohnson/
Measure Over Method Newsletter: https://measureovermethod.com/
Wild Coast (Jon's Band): https://open.spotify.com/artist/17TwPEUjOWx4BESKVsqrPK
Unchurned Podcast: https://blog.update.ai/blog/category/unchurned-podcast/

Resources:

Shoutouts:


If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Jon Johnson Buzzsprout-14089109 Tue, 05 Dec 2023 05:00:00 -0600 4470 digital customer success, customer success, jon johnson, usertesting, unchurned, scaled customer success, scaled cs, digital cs 29 full true Jon Johnson Alex Turkovic Digital Customer Success, Music & Banter with Jeff Kushmerek of Infinite Renewals | Episode 028 Digital Customer Success, Music & Banter with Jeff Kushmerek of Infinite Renewals | Episode 028 Jeff Kushmerek of Infinite Renewals has to be one of the most dynamic and fun people in our amazing CS community. His contributions are immense via his generosity, amazing content and overall attitude towards CS. You might also see him as one of the most musically active members of the community.

While we do start with a fun 'this or that' activity on albums, in this fun convo, we delve into all sorts of great topics related to digital CS including:

  • Jeff's general approach to consulting
  • When his clients are NOT ready for a digital program
  • Human & Digital motions working together instead of replacing each other
  • How hiring junior CSMs for digital isn't necessarily the right staffing fit
  • Digital signals beyond basic login metrics
  • Sales to CS handoff
  • Operational rigor to make digital motions work
  • CS & Product interaction

This was a fun one which made me smile listening back to it during the edit.

Enjoy! I know I sure did...

Jeff's LinkedIn: https://www.linkedin.com/in/jeffkushmerek/
Infinite Renewals: https://www.infiniterenewals.com

Resources Mentioned in this Episode:

Shoutouts:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Jeff Kushmerek of Infinite Renewals has to be one of the most dynamic and fun people in our amazing CS community. His contributions are immense via his generosity, amazing content and overall attitude towards CS. You might also see him as one of the most musically active members of the community.

While we do start with a fun 'this or that' activity on albums, in this fun convo, we delve into all sorts of great topics related to digital CS including:

  • Jeff's general approach to consulting
  • When his clients are NOT ready for a digital program
  • Human & Digital motions working together instead of replacing each other
  • How hiring junior CSMs for digital isn't necessarily the right staffing fit
  • Digital signals beyond basic login metrics
  • Sales to CS handoff
  • Operational rigor to make digital motions work
  • CS & Product interaction

This was a fun one which made me smile listening back to it during the edit.

Enjoy! I know I sure did...

Jeff's LinkedIn: https://www.linkedin.com/in/jeffkushmerek/
Infinite Renewals: https://www.infiniterenewals.com

Resources Mentioned in this Episode:

Shoutouts:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Jeff Kushmerek Buzzsprout-14045359 Tue, 28 Nov 2023 05:00:00 -0600 3678 digital customer success, customer success, jeff kushmerek, infinite renewals, scaled customer success, scaled cs, digital cs 28 full true Jeff Kushmerek Alex Turkovic Scaling Customer Success the Totango Way with Chris Dishman | Episode 027 Scaling Customer Success the Totango Way with Chris Dishman | Episode 027 I absolutely love interviewing guests who are deeply embedded and leading CS teams for companies that primarily serve the Customer Success community. That is why this week's chat with Chris Dishman of Totango was such a joy!

It goes without saying that not only does Chris' team run a stellar customer success program, but they also advise clients on best practices and have a birds eye view into how many of their customers are approaching CS.

In our chat, we talk a bit about Chris' background and how he went from being a Totango customer to employee/leader. After that, we get deep into topics like:

  • The current and future states of health scoring
  • Best practices when building out your own scoring
  • The right (and wrong) time to implement a CSP
  • CS Operations 
  • Human and digital motions working together.
  • Working cross-functionally to drive customer outcomes
  • Digital/Video Business Reviews

My favorite quote from the episode: "Scaled CS isn't all-or-nothing - you can have variations and flavors of human and machine working together."

For those in the US - Happy Thanksgiving! I hope you get to spend some good family time this week.

Chris' LinkedIn: https://www.linkedin.com/in/christopherdishman/
Totango: https://www.totango.com/

Resources:

Shoutout:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> I absolutely love interviewing guests who are deeply embedded and leading CS teams for companies that primarily serve the Customer Success community. That is why this week's chat with Chris Dishman of Totango was such a joy!

It goes without saying that not only does Chris' team run a stellar customer success program, but they also advise clients on best practices and have a birds eye view into how many of their customers are approaching CS.

In our chat, we talk a bit about Chris' background and how he went from being a Totango customer to employee/leader. After that, we get deep into topics like:

  • The current and future states of health scoring
  • Best practices when building out your own scoring
  • The right (and wrong) time to implement a CSP
  • CS Operations 
  • Human and digital motions working together.
  • Working cross-functionally to drive customer outcomes
  • Digital/Video Business Reviews

My favorite quote from the episode: "Scaled CS isn't all-or-nothing - you can have variations and flavors of human and machine working together."

For those in the US - Happy Thanksgiving! I hope you get to spend some good family time this week.

Chris' LinkedIn: https://www.linkedin.com/in/christopherdishman/
Totango: https://www.totango.com/

Resources:

Shoutout:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Chris Dishman Buzzsprout-13922839 Tue, 21 Nov 2023 05:00:00 -0600 2938 digital customer success, customer success, chris dishman, totango, scaled customer success, scaled cs, digital cs 27 full false Chris Dishman Alex Turkovic Customer Value Led Growth in Digital CS with Markus Rentsch of Remark-Able | Episode 026 Customer Value Led Growth in Digital CS with Markus Rentsch of Remark-Able | Episode 026 This week, I had the pleasure of speaking with Markus Rentsch, CEO of Remark-able, where he spends his time consulting and building products to help CS orgs navigate Customer Value Led Growth initiatives. 

Markus and I share some commonalities, the first of which is that we are both native German speakers and are from the Vienna area - though admittedly I haven't lived there in years. The second, and probably most important/relevant is that we share a love for Customer Success and talk about a variety of topics related to the practice in this conversation, including:

  • ChatGPT and trusting (or not trusting) Generative AI.
  • Customer Value Led Growth (CVLG) vs Product Led Growth
  • How Apple excels at CVLG by providing value to a broad set of people
  • Data hygiene and how to solve for common data issues
  • Aligning the entire organization around customer goals
  • Polling exiting customers
  • 5 Whys as a great tool for root cause analysis
  • CS in EMEA vs Americas and how innovation tends to move from west to east
  • Evolution of Digital CS due to current economic conditions
  • Asking your customers how they want to be engaged
  • ...and much much more!

Enjoy! I know I sure did...

Markus' LinkedIn: https://www.linkedin.com/in/markus-rentsch-customer-value-led-growth-for-saas/
Remark-able: https://remark-able.at

Resources:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> This week, I had the pleasure of speaking with Markus Rentsch, CEO of Remark-able, where he spends his time consulting and building products to help CS orgs navigate Customer Value Led Growth initiatives. 

Markus and I share some commonalities, the first of which is that we are both native German speakers and are from the Vienna area - though admittedly I haven't lived there in years. The second, and probably most important/relevant is that we share a love for Customer Success and talk about a variety of topics related to the practice in this conversation, including:

  • ChatGPT and trusting (or not trusting) Generative AI.
  • Customer Value Led Growth (CVLG) vs Product Led Growth
  • How Apple excels at CVLG by providing value to a broad set of people
  • Data hygiene and how to solve for common data issues
  • Aligning the entire organization around customer goals
  • Polling exiting customers
  • 5 Whys as a great tool for root cause analysis
  • CS in EMEA vs Americas and how innovation tends to move from west to east
  • Evolution of Digital CS due to current economic conditions
  • Asking your customers how they want to be engaged
  • ...and much much more!

Enjoy! I know I sure did...

Markus' LinkedIn: https://www.linkedin.com/in/markus-rentsch-customer-value-led-growth-for-saas/
Remark-able: https://remark-able.at

Resources:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Markus Rentsch Buzzsprout-13954760 Tue, 14 Nov 2023 05:00:00 -0600 3218 digital customer success, customer success, customer value led growth, markus rentsch, scaled customer success, scaled cs, digital cs 26 full false Markus Rentsch Alex Turkovic Driving Customer Outcomes at Scale with CS Legend Greg Daines (a.k.a The Churn Doctor) of ChurnRX | Episode 025 Driving Customer Outcomes at Scale with CS Legend Greg Daines (a.k.a The Churn Doctor) of ChurnRX | Episode 025 In what is probably the most quotable episode of the podcast yet, Greg Daines drops some INCREDIBLE knowledge on the root causes of churn and how digital customer success programs are pivotal in driving long-term retention. 
 
How? By driving consistent Customer Results and addressing the variability inherent in changing customer behaviors.

As you will likely know - Greg is an absolute legend in the CS space and speaking with him invigorated and clarified my own thinking about the programs I'm building.

In our conversation, we talk about:

  • The hardest thing founders & CEOs have to to nail down is how to make customers successful at scale
  • The variable you don’t control is the customer propensity to drive change within their organization
  • The tech doesn’t necessarily help your customer - their ability to change behavior around that technology DOES!
  • The best predictor of long term retention is customers getting measurable results - CSAT does not predict this and isn’t even correlated with long term retention. 
  • Standardizing what you do around customer outcomes & values. The vast majority of your customers will have a standard set of problems. 
  • Build the digital machine around the things that you know will lead to success in every customer and then report to them on how they are doing along that path.
  • Magic Words “Our most successful customers do…” Companies look to you to see how they compare with others in the space. 
  • 6% of customers know from the beginning where their customer journey is going, which is all the more justification for being their guide in the journey.
  • Transitioning from tools being a "place to do your work" to tools that tell you what work to do. 
  • ...and much much more!

Enjoy! I know I sure did...

Greg's LinkedIn: https://www.linkedin.com/in/gregdaines/
GregDaines.com: https://www.gregdaines.com/
ChurnRX: https://www.churnrx.com/

Shoutouts:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 what is probably the most quotable episode of the podcast yet, Greg Daines drops some INCREDIBLE knowledge on the root causes of churn and how digital customer success programs are pivotal in driving long-term retention. 
 
How? By driving consistent Customer Results and addressing the variability inherent in changing customer behaviors.

As you will likely know - Greg is an absolute legend in the CS space and speaking with him invigorated and clarified my own thinking about the programs I'm building.

In our conversation, we talk about:

  • The hardest thing founders & CEOs have to to nail down is how to make customers successful at scale
  • The variable you don’t control is the customer propensity to drive change within their organization
  • The tech doesn’t necessarily help your customer - their ability to change behavior around that technology DOES!
  • The best predictor of long term retention is customers getting measurable results - CSAT does not predict this and isn’t even correlated with long term retention. 
  • Standardizing what you do around customer outcomes & values. The vast majority of your customers will have a standard set of problems. 
  • Build the digital machine around the things that you know will lead to success in every customer and then report to them on how they are doing along that path.
  • Magic Words “Our most successful customers do…” Companies look to you to see how they compare with others in the space. 
  • 6% of customers know from the beginning where their customer journey is going, which is all the more justification for being their guide in the journey.
  • Transitioning from tools being a "place to do your work" to tools that tell you what work to do. 
  • ...and much much more!

Enjoy! I know I sure did...

Greg's LinkedIn: https://www.linkedin.com/in/gregdaines/
GregDaines.com: https://www.gregdaines.com/
ChurnRX: https://www.churnrx.com/

Shoutouts:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Greg Daines Buzzsprout-13912140 Tue, 07 Nov 2023 05:00:00 -0600 3397 digital customer success, customer success, greg daines, churnrx, scaled customer success, scaled cs, digital cs 25 full false Greg Daines Alex Turkovic Driving Hybrid Customer Success Through Orchestrated Onboarding with Donna Weber | Episode 024 Driving Hybrid Customer Success Through Orchestrated Onboarding with Donna Weber | Episode 024 In this episode, I was privileged to be able to sit down with Donna Weber, who literally wrote the book on Onboarding (called Onboarding Matters). The book itself is a fantastic resource for leaders and ICs alike and is aimed at driving a consistent language within an org to ensure that everyone is working together towards positive onboarding outcomes.

Our conversation doesn't just revolve around onboarding however and delves into all sorts of interesting topics related to digital cs:

  • How digital motions should assist your high touch CSMs be more efficient and be the specialists
  • Start your digital motions where your repetition exists
  • Deploying technology before you’re ready for it
  • The Orchestrated Onboarding Framework in featured in the book
  • Focus on handoff from sales to onboarding and transferring of information
  • Hybrid CS and some examples for integrating digital motions in your human motions
  • Putting yourself into the shoes of your customer
  • Providing context to your customers at all times so that they know where they are in the journey at all times

Favorite quote from this episode: "Systemize the predictable so that you can humanize the exceptional!"

This conversation was both fun and informative and I hope you enjoy it. I know I sure did...

Donna's LinkedIn: https://www.linkedin.com/in/donnaweb/
Website: https://www.donnaweber.com/

Resources Mentioned in this Episode:

Books: 

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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, I was privileged to be able to sit down with Donna Weber, who literally wrote the book on Onboarding (called Onboarding Matters). The book itself is a fantastic resource for leaders and ICs alike and is aimed at driving a consistent language within an org to ensure that everyone is working together towards positive onboarding outcomes.

Our conversation doesn't just revolve around onboarding however and delves into all sorts of interesting topics related to digital cs:

  • How digital motions should assist your high touch CSMs be more efficient and be the specialists
  • Start your digital motions where your repetition exists
  • Deploying technology before you’re ready for it
  • The Orchestrated Onboarding Framework in featured in the book
  • Focus on handoff from sales to onboarding and transferring of information
  • Hybrid CS and some examples for integrating digital motions in your human motions
  • Putting yourself into the shoes of your customer
  • Providing context to your customers at all times so that they know where they are in the journey at all times

Favorite quote from this episode: "Systemize the predictable so that you can humanize the exceptional!"

This conversation was both fun and informative and I hope you enjoy it. I know I sure did...

Donna's LinkedIn: https://www.linkedin.com/in/donnaweb/
Website: https://www.donnaweber.com/

Resources Mentioned in this Episode:

Books: 

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Donna Weber Buzzsprout-13868375 Tue, 31 Oct 2023 05:00:00 -0500 3107 digital customer success, customer success, donna weber, onboarding, scaled customer success, scaled cs, digital cs 24 full false Donna Weber Alex Turkovic One of the Digital CS Originals: It’s Lane Holt of Gainsight! | Episode 023 One of the Digital CS Originals: It’s Lane Holt of Gainsight! | Episode 023 As mentioned at the start of this episode, our CS friend Mickey Powell and his family are experiencing hardship with the loss of a mother and brother in very short succession. If you'd like to help:

Thank you!

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

Today, I am pleased to offer you this great conversation with one of the original Digital CS practitioners, Lane Holt of Gainsight. When I first got into this whole "digital thing", lane was there for me and helped me shape the program I was working on. She has bravely blazed the trail of this crazy practice and continues to do so with her team, creating some amazing motions focused on personalization.

In this fun discussion, we cover off a number of topics including: 

  • Using your data to know who your customer is and how they are engaging
  • Using your digital motions to keep your contact data fresh
  • Team structure at Gainsight and how the digital, pooled and ops teams interplay
  • Three key skills to look for when hiring for a digital CS role: marketing metrics, customer success, data relationships 
  • Creating digital automations by first doing things manually
  • Digital Business Reviews
  • Where to start: at the customer journey’s milestone moments
  • Three different calendars of events: company, account & persona

As you can see, a lot of info packed into this one.

Enjoy! I know I sure did...

Lane's LinkedIn: https://www.linkedin.com/in/laneholt/

Resources Mentioned in This Episode:

Digital CS Shoutouts:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 mentioned at the start of this episode, our CS friend Mickey Powell and his family are experiencing hardship with the loss of a mother and brother in very short succession. If you'd like to help:

Thank you!

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

Today, I am pleased to offer you this great conversation with one of the original Digital CS practitioners, Lane Holt of Gainsight. When I first got into this whole "digital thing", lane was there for me and helped me shape the program I was working on. She has bravely blazed the trail of this crazy practice and continues to do so with her team, creating some amazing motions focused on personalization.

In this fun discussion, we cover off a number of topics including: 

  • Using your data to know who your customer is and how they are engaging
  • Using your digital motions to keep your contact data fresh
  • Team structure at Gainsight and how the digital, pooled and ops teams interplay
  • Three key skills to look for when hiring for a digital CS role: marketing metrics, customer success, data relationships 
  • Creating digital automations by first doing things manually
  • Digital Business Reviews
  • Where to start: at the customer journey’s milestone moments
  • Three different calendars of events: company, account & persona

As you can see, a lot of info packed into this one.

Enjoy! I know I sure did...

Lane's LinkedIn: https://www.linkedin.com/in/laneholt/

Resources Mentioned in This Episode:

Digital CS Shoutouts:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Lane Holt Buzzsprout-13840426 Thu, 26 Oct 2023 06:00:00 -0500 3093 digital customer success, customer success, lane holt, gainsight, scaled customer success, scaled cs, digital cs 23 full false Lane Holt Alex Turkovic Digital Customer Success, AI, Podcasting & Fun with Dillon Young of the Lifetime Value Podcast | Episode 022 Digital Customer Success, AI, Podcasting & Fun with Dillon Young of the Lifetime Value Podcast | Episode 022 As a neutral podcast host, I am not supposed to pick favorites...so I won't.

But if I did - this conversation with Dillon Young  ( Lifetime Value Podcast) would rank among my favorites because it combines great insights, a lot of fun and some shared background/experiences into one lovely package. 

Yes, there is some fun banter in the episode (you're welcome for those of you who enjoy that). Besides that, Dillon and I discuss quite a few Digital CS related topics including:

  • Podcasting in CS
  • The evolution of digital CS towards making CSMs more effective
  • The infancy of GenAI and speaking the language of prompts
  • Dealing with data collation and a disjointed tech stack 
  • Optimizing your data so that CSMs have an easier time prepping for calls/meetings
  • Using downtime to maintain your data and systems so that you can be ready when the wave comes
  • Mental health and focusing on being careful what and how much you consume on a daily/hourly basis.

I hope you'll have as much fun listening to this episode as Dillon and I had recording it. If you'd like more, go check out his podcast, Lifetime Value - where I'll be a guest this fall as well.

Enjoy! I know I sure did...

Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung/
Lifetime Value Podcast: https://lifetime-value-the-customer-success-podcast.simplecast.com/

Resources Mentioned in this Episode:

  • Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue by Nick Mehta, Dan Steinman, Lincoln Murphy and Maria Martinez (forward): https://amzn.to/40bmr95
  • The Chief Customer Officer Playbook: 8 Strategies that Will Accelerate Your Career and Win You a Seat at the Executive Table by Rod Cherkas, Gemma Cipriani-Espineira (Preface) and Nick Mehta (Foreward) : https://amzn.to/3QtNQA7
  • The Seven Pillars of Customer Success: A Proven Framework to Drive Impactful Client Outcomes for Your Company by Wayne McCulloch: https://amzn.to/3QCzZHP

Digital CS Shoutouts

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 a neutral podcast host, I am not supposed to pick favorites...so I won't.

But if I did - this conversation with Dillon Young  ( Lifetime Value Podcast) would rank among my favorites because it combines great insights, a lot of fun and some shared background/experiences into one lovely package. 

Yes, there is some fun banter in the episode (you're welcome for those of you who enjoy that). Besides that, Dillon and I discuss quite a few Digital CS related topics including:

  • Podcasting in CS
  • The evolution of digital CS towards making CSMs more effective
  • The infancy of GenAI and speaking the language of prompts
  • Dealing with data collation and a disjointed tech stack 
  • Optimizing your data so that CSMs have an easier time prepping for calls/meetings
  • Using downtime to maintain your data and systems so that you can be ready when the wave comes
  • Mental health and focusing on being careful what and how much you consume on a daily/hourly basis.

I hope you'll have as much fun listening to this episode as Dillon and I had recording it. If you'd like more, go check out his podcast, Lifetime Value - where I'll be a guest this fall as well.

Enjoy! I know I sure did...

Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung/
Lifetime Value Podcast: https://lifetime-value-the-customer-success-podcast.simplecast.com/

Resources Mentioned in this Episode:

  • Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue by Nick Mehta, Dan Steinman, Lincoln Murphy and Maria Martinez (forward): https://amzn.to/40bmr95
  • The Chief Customer Officer Playbook: 8 Strategies that Will Accelerate Your Career and Win You a Seat at the Executive Table by Rod Cherkas, Gemma Cipriani-Espineira (Preface) and Nick Mehta (Foreward) : https://amzn.to/3QtNQA7
  • The Seven Pillars of Customer Success: A Proven Framework to Drive Impactful Client Outcomes for Your Company by Wayne McCulloch: https://amzn.to/3QCzZHP

Digital CS Shoutouts

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Dillon Young Buzzsprout-13825419 Tue, 24 Oct 2023 05:00:00 -0500 3855 digital customer success, customer success, dillon young, lifetime value podcast, scaled customer success, scaled cs, digital cs 22 full true Dillon Young Alex Turkovic Digital Customer Success, Laughs & Banter with the Incredible Kristi Faltorusso of Client Success | Episode 021 Digital Customer Success, Laughs & Banter with the Incredible Kristi Faltorusso of Client Success | Episode 021 Wow - what a fun one we have for you today. Kristi Faltorusso certainly needs no introduction. Aside from her resume being a mile long, she currently leads customer teams at Client Success AND runs her own consultancy.
 
But what I like most about Kristi is her massive contributions to the CS community and the fact that she's not shy about sharing her opinion on things.

It's always fun speaking with Kristi and while we did talk about some great CS related topics, we also talked about other stuff - which I mostly left in...cause hey...why not!?

A few topics discussed today are:

  • How Kristi is currently re-tooling the team structure and mission at ClientSuccess with a focus on three key areas: Onboarding, Technical Resources & Customer Education
  • The importance of talking with customers about your re-designs so that you're not doing it in a vaccuum.
  • Why digital motions tend to fail: additive vs. subtractive building
  • Unique take on finding existing SaaS tools within your organization
  • Data management & cleanliness

Enjoy! I know I sure did...


Register for Alex & Kristi's ClientSuccess Webinar on the Symbiosis between Human and Machine here: https://www.clientsuccess.com/resources/clientsuccess-webinar-series-featuring-alex-turkovic-director-adoption-programs-at-snow-software-and-host-of-the-digital-customer-success-podcast

Kristi's LinkedIn: https://www.linkedin.com/in/kristiserrano/
Kristi's Website: https://www.kristifaltorusso.com/
ClientSuccess: https://www.clientsuccess.com/

Resources:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Wow - what a fun one we have for you today. Kristi Faltorusso certainly needs no introduction. Aside from her resume being a mile long, she currently leads customer teams at Client Success AND runs her own consultancy.
 
But what I like most about Kristi is her massive contributions to the CS community and the fact that she's not shy about sharing her opinion on things.

It's always fun speaking with Kristi and while we did talk about some great CS related topics, we also talked about other stuff - which I mostly left in...cause hey...why not!?

A few topics discussed today are:

  • How Kristi is currently re-tooling the team structure and mission at ClientSuccess with a focus on three key areas: Onboarding, Technical Resources & Customer Education
  • The importance of talking with customers about your re-designs so that you're not doing it in a vaccuum.
  • Why digital motions tend to fail: additive vs. subtractive building
  • Unique take on finding existing SaaS tools within your organization
  • Data management & cleanliness

Enjoy! I know I sure did...


Register for Alex & Kristi's ClientSuccess Webinar on the Symbiosis between Human and Machine here: https://www.clientsuccess.com/resources/clientsuccess-webinar-series-featuring-alex-turkovic-director-adoption-programs-at-snow-software-and-host-of-the-digital-customer-success-podcast

Kristi's LinkedIn: https://www.linkedin.com/in/kristiserrano/
Kristi's Website: https://www.kristifaltorusso.com/
ClientSuccess: https://www.clientsuccess.com/

Resources:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Kristi Faltorusso Buzzsprout-13799245 Thu, 19 Oct 2023 05:00:00 -0500 3277 digital customer success, customer success, kristi faltorusso, clientsuccess, scaled customer success, scaled cs, digital cs 21 full true Kristi Faltorusso Alex Turkovic How Employee Satisfaction Drives Customer Success with Alyssa Nolte of LIFT | Episode 020 How Employee Satisfaction Drives Customer Success with Alyssa Nolte of LIFT | Episode 020 Ever wondered how the happiness of your employees could directly impact the success of your customers? Join us as we sit down with Alyssa Nolte of LIFT, a leading provider in the Customer Success (CS) community, to explore this fascinating interplay. Together, we journey through CS fundamentals in the digital realm, investigating key elements like the customer life cycle, personalizing digital content, and transforming customer success teams from cost centers into profit centers.

We place a spotlight on the customer life cycle and the importance of investing in customer relationships from start to finish. Alyssa helps us unpack key CS concepts, demonstrating how prioritization and personalization can drive genuine customer outreach and impactful interactions. We also dive into the world of churn prediction, brand recognition, and nurturing a holistic rapport with your customers.

There is a lot of great actionable insight to unpack in this episode so enjoy! I know I sure did...

Alyssa's LinkedIn: https://www.linkedin.com/in/alyssanolte/

Resources Mentioned in this Episode:

Digital CS Shoutouts:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Ever wondered how the happiness of your employees could directly impact the success of your customers? Join us as we sit down with Alyssa Nolte of LIFT, a leading provider in the Customer Success (CS) community, to explore this fascinating interplay. Together, we journey through CS fundamentals in the digital realm, investigating key elements like the customer life cycle, personalizing digital content, and transforming customer success teams from cost centers into profit centers.

We place a spotlight on the customer life cycle and the importance of investing in customer relationships from start to finish. Alyssa helps us unpack key CS concepts, demonstrating how prioritization and personalization can drive genuine customer outreach and impactful interactions. We also dive into the world of churn prediction, brand recognition, and nurturing a holistic rapport with your customers.

There is a lot of great actionable insight to unpack in this episode so enjoy! I know I sure did...

Alyssa's LinkedIn: https://www.linkedin.com/in/alyssanolte/

Resources Mentioned in this Episode:

Digital CS Shoutouts:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Alyssa Nolte Buzzsprout-13786038 Tue, 17 Oct 2023 05:00:00 -0500 2507 digital customer success, customer success, alyssa nolte, LIFT, scaled customer success, scaled cs, digital cs 20 full false Alyssa Nolte Alex Turkovic Installing a Digital Customer Success Program Into an Existing CS Function with Kailey Killoran at Loopio | Episode 019 Installing a Digital Customer Success Program Into an Existing CS Function with Kailey Killoran at Loopio | Episode 019 A lot of us would like to be a 'fly on the wall' as someone tackles installing a new function into an existing org. In this episode, Kailey Killoran of Loopio will give us just that: a glimpse into her journey of building Loopio's scaled customer success program.

This episode is jam packed as we get into all sorts of topics including:

  • Kailey's love of learning and how her poli-sci degrees (yes, plural!) have influenced her professionally
  • The importance of internal enablement when launching these programs
  • Coordinating with other functions when launching
  • Integrating yourself into other orgs’ strategies
  • The importance of celebrating wins!
  • How to prioritize data cleanliness to make sure it doesn’t bog you down
  • Building sales’ confidence in the digital experience
  • How customers benefit from consistency working with a scaled team over a 1:1 CSM
  • Evolving the tech stack

This episode is packed with valuable insights and practical tips that will elevate your understanding of digital customer success to the next level.

Kailey's LinkedIn: https://www.linkedin.com/in/kailey-killoran-4a89b987/

Resources In This Episode:

Digital CS Shoutouts:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> A lot of us would like to be a 'fly on the wall' as someone tackles installing a new function into an existing org. In this episode, Kailey Killoran of Loopio will give us just that: a glimpse into her journey of building Loopio's scaled customer success program.

This episode is jam packed as we get into all sorts of topics including:

  • Kailey's love of learning and how her poli-sci degrees (yes, plural!) have influenced her professionally
  • The importance of internal enablement when launching these programs
  • Coordinating with other functions when launching
  • Integrating yourself into other orgs’ strategies
  • The importance of celebrating wins!
  • How to prioritize data cleanliness to make sure it doesn’t bog you down
  • Building sales’ confidence in the digital experience
  • How customers benefit from consistency working with a scaled team over a 1:1 CSM
  • Evolving the tech stack

This episode is packed with valuable insights and practical tips that will elevate your understanding of digital customer success to the next level.

Kailey's LinkedIn: https://www.linkedin.com/in/kailey-killoran-4a89b987/

Resources In This Episode:

Digital CS Shoutouts:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-13726509 Tue, 10 Oct 2023 05:00:00 -0500 3114 19 full false Kailey Killoran Alex Turkovic Iterating Your Way to Digital Customer Success Maturity with Aaron Hatton from Gainsight | Episode 018 Iterating Your Way to Digital Customer Success Maturity with Aaron Hatton from Gainsight | Episode 018 Get ready for an enlightening conversation as we sit down to converse with Aaron Hatton, Digital Customer Success Program Manager at Gainsight. With his vast experience and technical background, Aaron unpacks the intricacies of data, user self-identification, the growth mindset, and much more, giving you invaluable insights into Gainsight's own digital customer success strategies.

In this episode, Aaron recounts how his technical & support background has formed into a career in Digital CS. He offers valuable strategies on tailoring the customer journey and capitalizing on data.

This very tactical episode promises to deliver a wealth of information for anyone interested in the realm of digital customer success.

Enjoy...I know I sure did!

Aaron's LinkedIn: https://www.linkedin.com/in/aaronhatton/

Resources mentioned in this episode:

Digital Customer Success Kudos:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Get ready for an enlightening conversation as we sit down to converse with Aaron Hatton, Digital Customer Success Program Manager at Gainsight. With his vast experience and technical background, Aaron unpacks the intricacies of data, user self-identification, the growth mindset, and much more, giving you invaluable insights into Gainsight's own digital customer success strategies.

In this episode, Aaron recounts how his technical & support background has formed into a career in Digital CS. He offers valuable strategies on tailoring the customer journey and capitalizing on data.

This very tactical episode promises to deliver a wealth of information for anyone interested in the realm of digital customer success.

Enjoy...I know I sure did!

Aaron's LinkedIn: https://www.linkedin.com/in/aaronhatton/

Resources mentioned in this episode:

Digital Customer Success Kudos:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Aaron Hatton Buzzsprout-13696934 Tue, 03 Oct 2023 05:00:00 -0500 2911 digital customer success, customer success, gainsight, aaron hatton, scaled customer success, scaled cs, digital cs 18 full false Aaron Hatton Alex Turkovic Elevating Customer Success Through Accessibility with Alex Farmer of Nezasa and Customer Success Excellence Awards | Episode 017 Elevating Customer Success Through Accessibility with Alex Farmer of Nezasa and Customer Success Excellence Awards | Episode 017 I'm thrilled to bring you a vibrant conversation with Alex Farmer, the founder of the Customer Success Excellence Awards and Chief Customer Officer at Nezasa. He brings a wealth of knowledge from the frontlines of various customer-facing role experience, particularly in the startup realm. Through our rich discussion, we explore how to personalize your customer success processes, streamline tech stack elements into a unified, customer-centric overlay, and much more.

Join us as we take a deep dive into the art of enhancing customer experience and accessibility. With Alex's expertise, we unpack strategies to establish a single access point across multiple systems for your customers. We also shed light on empathizing with customers to better grasp their needs and confusion. We also explore the Customer Success Excellence Awards program founded by Alex, with a mission to honor those in the industry that are putting in the hard work to make customers successful.

Enjoy! I know I sure did...

Alex's LinkedIn: https://www.linkedin.com/in/alexanderfarmer/
Customer Success Excellence Awards: http://customersuccessexcellence.com/

Resources Mentioned In This Episode:

Blogs:

Shoutouts:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> I'm thrilled to bring you a vibrant conversation with Alex Farmer, the founder of the Customer Success Excellence Awards and Chief Customer Officer at Nezasa. He brings a wealth of knowledge from the frontlines of various customer-facing role experience, particularly in the startup realm. Through our rich discussion, we explore how to personalize your customer success processes, streamline tech stack elements into a unified, customer-centric overlay, and much more.

Join us as we take a deep dive into the art of enhancing customer experience and accessibility. With Alex's expertise, we unpack strategies to establish a single access point across multiple systems for your customers. We also shed light on empathizing with customers to better grasp their needs and confusion. We also explore the Customer Success Excellence Awards program founded by Alex, with a mission to honor those in the industry that are putting in the hard work to make customers successful.

Enjoy! I know I sure did...

Alex's LinkedIn: https://www.linkedin.com/in/alexanderfarmer/
Customer Success Excellence Awards: http://customersuccessexcellence.com/

Resources Mentioned In This Episode:

Blogs:

Shoutouts:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Alex Farmer Buzzsprout-13649811 Tue, 26 Sep 2023 05:00:00 -0500 3823 digital customer success, customer success, alex farmer, customer success excellence awards, scaled customer success, scaled cs, digital cs 17 full false Alex Farmer Alex Turkovic Building a CS Ops Function Around Clean Data and Automations with Michael Bojanski of Learn to Win | Episode 016 Building a CS Ops Function Around Clean Data and Automations with Michael Bojanski of Learn to Win | Episode 016 Join us for a compelling discussion with Michael Bojanski, Director of Customer Success Operations and Support at Learn to Win and recent winner at the Customer Success Excellence Awards. Michael’s insights draw from a diverse career journey, ranging from pre-med study abroad and an MBA, to Amazon fulfillment centers and various Operations & Marketing roles.

In our chat, Michael provides a comprehensive view on the ins and outs of implementing client success motions and automating processes for Sales to CS handoff, Renewals & Sales Assistance Requests. He emphasizes the crucial role of clean customer data in building up an operations function.

We also delve into the topic of internal training/change management. Michael shares how he harnessed his own software to introduce new processes within his team, underlining the value of quizzes to identify knowledge gaps.

Enjoy! I know I sure did...

Michael's LinkedIn: https://www.linkedin.com/in/michaelbojanski/

Resources Mentioned in this Episode:

Join DCS Connect, the first community focused specifically on Digital Customer Success: https://airtable.com/appLGhZyujOoYp8BQ/shr4ixoZmB8hBoLbM

Digital CS Shoutouts:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Join us for a compelling discussion with Michael Bojanski, Director of Customer Success Operations and Support at Learn to Win and recent winner at the Customer Success Excellence Awards. Michael’s insights draw from a diverse career journey, ranging from pre-med study abroad and an MBA, to Amazon fulfillment centers and various Operations & Marketing roles.

In our chat, Michael provides a comprehensive view on the ins and outs of implementing client success motions and automating processes for Sales to CS handoff, Renewals & Sales Assistance Requests. He emphasizes the crucial role of clean customer data in building up an operations function.

We also delve into the topic of internal training/change management. Michael shares how he harnessed his own software to introduce new processes within his team, underlining the value of quizzes to identify knowledge gaps.

Enjoy! I know I sure did...

Michael's LinkedIn: https://www.linkedin.com/in/michaelbojanski/

Resources Mentioned in this Episode:

Join DCS Connect, the first community focused specifically on Digital Customer Success: https://airtable.com/appLGhZyujOoYp8BQ/shr4ixoZmB8hBoLbM

Digital CS Shoutouts:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Michael Bojanski Buzzsprout-13605907 Tue, 19 Sep 2023 05:00:00 -0500 2527 digital customer success, customer success, michael bojanski, cs operations, learn to win, scaled customer success, scaled cs, digital cs 16 full true Michael Bojanski Alex Turkovic Data-Driven Decision Making in Digital Customer Success with Dan Ennis of Monday.com | Episode 015 Data-Driven Decision Making in Digital Customer Success with Dan Ennis of Monday.com | Episode 015 Dan Ennis of Monday.com, a seasoned expert in the CS community and Monday.com's own digital ace joins us this week. Dan gives us a guided tour of his career journey, transitioning from roots in customer service call centers to account management, and finally, the realm of CS.

His insights offer us a fresh perspective on handling different contact personas within a company and the value of data-driven decision making.

As we dig deeper into the conversation, we encounter the realities of Monday.com's diverse customer base, its challenges, and its opportunities. Dan teaches us the art of identifying potential champions through data, and how integrating marketing disciplines, like attribution, can help to scale customer success motions.

He also underscores the importance of maintaining data hygiene through user identification and human validation.

Enjoy! I know I sure did...

Dan's LinkedIn: https://www.linkedin.com/in/dan-ennis-cs/

Resources Mentioned in this Episode:


Shoutouts in this Episode:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Dan Ennis of Monday.com, a seasoned expert in the CS community and Monday.com's own digital ace joins us this week. Dan gives us a guided tour of his career journey, transitioning from roots in customer service call centers to account management, and finally, the realm of CS.

His insights offer us a fresh perspective on handling different contact personas within a company and the value of data-driven decision making.

As we dig deeper into the conversation, we encounter the realities of Monday.com's diverse customer base, its challenges, and its opportunities. Dan teaches us the art of identifying potential champions through data, and how integrating marketing disciplines, like attribution, can help to scale customer success motions.

He also underscores the importance of maintaining data hygiene through user identification and human validation.

Enjoy! I know I sure did...

Dan's LinkedIn: https://www.linkedin.com/in/dan-ennis-cs/

Resources Mentioned in this Episode:


Shoutouts in this Episode:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Dan Ennis Buzzsprout-13565028 Tue, 12 Sep 2023 05:00:00 -0500 2905 digital customer success, customer success, dan ennis, monday.com, scaled customer success, scaled cs, digital cs 15 full false Dan Ennis Alex Turkovic Digital Customer Success from a CS Operations Perspective with Matthew Lind | Episode 014 Digital Customer Success from a CS Operations Perspective with Matthew Lind | Episode 014 It has become quite apparent in recent years that a solid Digital Customer Success program relies heavily on a solid CS Operations function. Join me, Alex Turkovic, in a riveting conversation with Matthew Lind, a Gainsight expert and operations leader, known for his unique approach to solving complex CS problems.

As we kick off, we examine the evolution CS over the last few years. You'll learn how operations can make or break digital programs and why data hygiene isn't something you should overlook. We'll also talk about the challenges of dealing with outdated contacts and why manual data clean-up is often necessary. Matthew shares his expert advice on how to prepare for the successful implementation of a customer success platform.

Enjoy! I know I sure did...

Matthew's LinkedIn: https://www.linkedin.com/in/matthewlind/

Resources Mentioned in this Episode:

Shoutout to:

  • Lane Holt of Gainsight: https://www.linkedin.com/in/laneholt/
    "Don't boil the ocean but instead, make a pot of tea"
  • 1Password for their Digital CS Strategy

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> It has become quite apparent in recent years that a solid Digital Customer Success program relies heavily on a solid CS Operations function. Join me, Alex Turkovic, in a riveting conversation with Matthew Lind, a Gainsight expert and operations leader, known for his unique approach to solving complex CS problems.

As we kick off, we examine the evolution CS over the last few years. You'll learn how operations can make or break digital programs and why data hygiene isn't something you should overlook. We'll also talk about the challenges of dealing with outdated contacts and why manual data clean-up is often necessary. Matthew shares his expert advice on how to prepare for the successful implementation of a customer success platform.

Enjoy! I know I sure did...

Matthew's LinkedIn: https://www.linkedin.com/in/matthewlind/

Resources Mentioned in this Episode:

Shoutout to:

  • Lane Holt of Gainsight: https://www.linkedin.com/in/laneholt/
    "Don't boil the ocean but instead, make a pot of tea"
  • 1Password for their Digital CS Strategy

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Matthew Lind Buzzsprout-13521283 Tue, 05 Sep 2023 06:00:00 -0500 3464 digital customer success, customer success, auctane, matthew lind, cs ops, customer success operations, gainsight, scaled customer success, scaled cs, digital cs 14 full false Matthew Lind Alex Turkovic Revolutionizing Digital Customer Experience with Micro-Learning and Ed-Tech with Jen Jackson of Litmos | Episode 013 Revolutionizing Digital Customer Experience with Micro-Learning and Ed-Tech with Jen Jackson of Litmos | Episode 013 This week I spoke with Jen Jackson, a stellar customer experience leader at Litmos with a rich history in support & CS leadership. In our discussion, she delves into the world of micro-learning, the power of support metrics, and the vital role data insights play in shaping up customer success.

Discover how Jen is revolutionizing customer experience by integrating rapid-fire micro-training into her strategies, empowering customers to learn swiftly and effectively. We discuss how defining the outcomes of digital CX is paramount, and the importance of internal collaboration and harnessing the power of LinkedIn comments for valuable tips and advice.

This episode is a goldmine of wisdom from a dynamic leader driving the future of digital customer success. Tune in and equip yourself with the tools and insights to improve your own customer success program. You can't afford to miss this one!

Jen's LinkedIn: https://www.linkedin.com/in/jmjackson/

Resources Mentioned in this Episode:

Books

Podcasts

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> This week I spoke with Jen Jackson, a stellar customer experience leader at Litmos with a rich history in support & CS leadership. In our discussion, she delves into the world of micro-learning, the power of support metrics, and the vital role data insights play in shaping up customer success.

Discover how Jen is revolutionizing customer experience by integrating rapid-fire micro-training into her strategies, empowering customers to learn swiftly and effectively. We discuss how defining the outcomes of digital CX is paramount, and the importance of internal collaboration and harnessing the power of LinkedIn comments for valuable tips and advice.

This episode is a goldmine of wisdom from a dynamic leader driving the future of digital customer success. Tune in and equip yourself with the tools and insights to improve your own customer success program. You can't afford to miss this one!

Jen's LinkedIn: https://www.linkedin.com/in/jmjackson/

Resources Mentioned in this Episode:

Books

Podcasts

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-13474009 Tue, 29 Aug 2023 06:00:00 -0500 2805 digital customer success, customer success, jen jackson, litmos, ed-tech, micro learning, scaled customer success, scaled cs, digital cs 13 full false Jen Jackson Alex Turkovic Nick Mehta and Kellie Capote of Gainsight on Digital Customer Success, the State of CS & Diversity in Tech | Episode 012 Nick Mehta and Kellie Capote of Gainsight on Digital Customer Success, the State of CS & Diversity in Tech | Episode 012 Immerse yourself in an enlightening conversation with the dynamic duo, Kellie Capote and Nick Mehta, CCO and CEO (respectively) of Gainsight! Discover the unique blend of cross-functional relationships and a growth mindset that has driven Kellie's fascinating career trajectory. Get an exclusive peek into Nick's rise from a bio chemistry major to where he is today. Together, they explore the challenges and rewards that come with a customer success role, emphasizing the importance of harnessing passion and data-driven problem-solving.

We then venture into the world of Digital Customer Success, where Kellie and Nick offer valuable insights on how leveraging technology and self-service capabilities can enhance customer interactions. They also delve into how Gainsight implements in-app walkthroughs and engagements to guide customers effectively. But the conversation doesn't stop there. We also explore gender diversity within customer success, and how Kellie and Nick have fostered growth, innovation, and a seamless customer experience within their teams.

Lastly, we discuss the importance of diversity and career opportunities in the workplace. Learn from Kellie and Nick about the potential pathways available for underrepresented backgrounds, from CSM to VP, CCO, CRO, CEO, and board member. Hear their advice on how attitude, initiative, and flexibility can make you stand out and accelerate your career growth. We wrap up the conversation with a focus on the vital role of customer health scores in digital success. Listen in as we discuss how both quantitative and subjective data can provide invaluable insights for businesses. Don't miss out on this enriching conversation loaded with insights from tech, business, and beyond!

Enjoy! I know I sure did...

Nick's LinkedIn: https://www.linkedin.com/in/nickmehta/
Kellie's LinkedIn: https://www.linkedin.com/in/kellie-capote-6541a939/

Resources Mentioned in this Episode:

Kudos:

  • Okta
  • Concur
  • Mews

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Immerse yourself in an enlightening conversation with the dynamic duo, Kellie Capote and Nick Mehta, CCO and CEO (respectively) of Gainsight! Discover the unique blend of cross-functional relationships and a growth mindset that has driven Kellie's fascinating career trajectory. Get an exclusive peek into Nick's rise from a bio chemistry major to where he is today. Together, they explore the challenges and rewards that come with a customer success role, emphasizing the importance of harnessing passion and data-driven problem-solving.

We then venture into the world of Digital Customer Success, where Kellie and Nick offer valuable insights on how leveraging technology and self-service capabilities can enhance customer interactions. They also delve into how Gainsight implements in-app walkthroughs and engagements to guide customers effectively. But the conversation doesn't stop there. We also explore gender diversity within customer success, and how Kellie and Nick have fostered growth, innovation, and a seamless customer experience within their teams.

Lastly, we discuss the importance of diversity and career opportunities in the workplace. Learn from Kellie and Nick about the potential pathways available for underrepresented backgrounds, from CSM to VP, CCO, CRO, CEO, and board member. Hear their advice on how attitude, initiative, and flexibility can make you stand out and accelerate your career growth. We wrap up the conversation with a focus on the vital role of customer health scores in digital success. Listen in as we discuss how both quantitative and subjective data can provide invaluable insights for businesses. Don't miss out on this enriching conversation loaded with insights from tech, business, and beyond!

Enjoy! I know I sure did...

Nick's LinkedIn: https://www.linkedin.com/in/nickmehta/
Kellie's LinkedIn: https://www.linkedin.com/in/kellie-capote-6541a939/

Resources Mentioned in this Episode:

Kudos:

  • Okta
  • Concur
  • Mews

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Kellie Capote, Nick Mehta Buzzsprout-13435077 Tue, 22 Aug 2023 06:00:00 -0500 3438 digital customer success, customer success, nick mehta, kellie capote, gainsight, diversity in tech, scaled customer success, scaled cs, digital cs 12 full false Kellie Capote Nick Mehta Alex Turkovic Taking Innovation and Generative AI from Buzzword to Practical with Simon Kriss of the Customer Innovation Experience Institute | Episode 011 Taking Innovation and Generative AI from Buzzword to Practical with Simon Kriss of the Customer Innovation Experience Institute | Episode 011 Simon Kriss, author of "The AI Empowered Customer Experience" and CX Futurologist joins me this week for an in-depth conversation about the mindset that it takes to be truly innovative, use cases for Gen AI in CX, among other topics.

It's a fascinating glimpse into how he advises the many boards and c-suite execs on how to truly innovate and craft their customer experience.

Enjoy! I know I sure did...

Simon's LinkedIn: https://www.linkedin.com/in/simonkriss/
Simon's Book: "The AI Empowered Customer Experience": https://amzn.to/440SOYB
Simon's Podcasts (CX Sessions, CX Boardroom & CX Disruptors):  https://youtube.com/playlist?list=PLh6Aar_BnvE1l8UXhOluxCK7GgBMGMZkQ


Resources Mentioned in this Episode:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Simon Kriss, author of "The AI Empowered Customer Experience" and CX Futurologist joins me this week for an in-depth conversation about the mindset that it takes to be truly innovative, use cases for Gen AI in CX, among other topics.

It's a fascinating glimpse into how he advises the many boards and c-suite execs on how to truly innovate and craft their customer experience.

Enjoy! I know I sure did...

Simon's LinkedIn: https://www.linkedin.com/in/simonkriss/
Simon's Book: "The AI Empowered Customer Experience": https://amzn.to/440SOYB
Simon's Podcasts (CX Sessions, CX Boardroom & CX Disruptors):  https://youtube.com/playlist?list=PLh6Aar_BnvE1l8UXhOluxCK7GgBMGMZkQ


Resources Mentioned in this Episode:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic, Simon Kriss Buzzsprout-13389663 Tue, 15 Aug 2023 06:00:00 -0500 2503 digital customer success, customer success, simon kriss, generative ai, scaled customer success, scaled cs, digital cs 11 full true Simon Kriss Alex Turkovic Joel Passen of Sturdy.ai on Delivering Value with Clean Data and Being All-in on AI Before It Was Cool | Episode 010 Joel Passen of Sturdy.ai on Delivering Value with Clean Data and Being All-in on AI Before It Was Cool | Episode 010 Joel Passen might not be your go-to guest for a Customer Success podcast as he has spent the majority of his career leading revenue teams. But after just a few minutes of discussion, you quickly realize that Joel intimately understands what it takes to deliver on the customer journey and value outcomes for customers post-sale.

In this episode, we discuss how he and his team at Sturdy.ai are helping their customers prevent churn with data and AI driven intelligence. We also get into the weeds about data in and between systems, CS' position within organizations and delivering customer value digitally.

Enjoy, I know I sure did!

Joel's LinkedIn: https://www.linkedin.com/in/joelpassen/
Sturdy: https://www.sturdy.ai/

Resources Mentioned in this Episode:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Joel Passen might not be your go-to guest for a Customer Success podcast as he has spent the majority of his career leading revenue teams. But after just a few minutes of discussion, you quickly realize that Joel intimately understands what it takes to deliver on the customer journey and value outcomes for customers post-sale.

In this episode, we discuss how he and his team at Sturdy.ai are helping their customers prevent churn with data and AI driven intelligence. We also get into the weeds about data in and between systems, CS' position within organizations and delivering customer value digitally.

Enjoy, I know I sure did!

Joel's LinkedIn: https://www.linkedin.com/in/joelpassen/
Sturdy: https://www.sturdy.ai/

Resources Mentioned in this Episode:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-13340470 Tue, 08 Aug 2023 05:00:00 -0500 2923 digital customer success, customer success, joel passen, sturdy, sturdy.ai, scaled customer success, scaled cs, digital cs, revenue, generative ai 10 full true Joel Passen Alex Turkovic SPECIAL EPISODE - BS & CS Crew: Kristi Faltorusso, Jon Johnson, Josh Schachter & Mickey Powell | Episode 009 SPECIAL EPISODE - BS & CS Crew: Kristi Faltorusso, Jon Johnson, Josh Schachter & Mickey Powell | Episode 009 OK - this one was extra fun!

In this special episode of the show, I had the pleasure of hosting the amazing BS & CS Crew from the Unchurned podcast: Kristi Faltorusso (ClientSuccess), Jon Johnson (UserTesting), Josh Schachter (UpdateAI) & Mickey Powell (UpdateAI).

Needless to say, we had a lot of fun waxing poetic about Digital Customer Success and about a dozen other tangents.

Enjoy! I know I sure did...

Kristi's LinkedIn: https://www.linkedin.com/in/kristiserrano/
Jon's LinkedIn: https://www.linkedin.com/in/jonwilliamjohnson/
Josh's LinkedIn: https://www.linkedin.com/in/jschachter/
Mickey's LinkedIn: https://www.linkedin.com/in/mickeypowell/

UpdateAI: https://www.update.ai/

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> OK - this one was extra fun!

In this special episode of the show, I had the pleasure of hosting the amazing BS & CS Crew from the Unchurned podcast: Kristi Faltorusso (ClientSuccess), Jon Johnson (UserTesting), Josh Schachter (UpdateAI) & Mickey Powell (UpdateAI).

Needless to say, we had a lot of fun waxing poetic about Digital Customer Success and about a dozen other tangents.

Enjoy! I know I sure did...

Kristi's LinkedIn: https://www.linkedin.com/in/kristiserrano/
Jon's LinkedIn: https://www.linkedin.com/in/jonwilliamjohnson/
Josh's LinkedIn: https://www.linkedin.com/in/jschachter/
Mickey's LinkedIn: https://www.linkedin.com/in/mickeypowell/

UpdateAI: https://www.update.ai/

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-13346025 Fri, 04 Aug 2023 06:00:00 -0500 3242 digital customer success, customer success, kristi faltorusso, jon johnson, josh schachter, mickey powell, updateai,, scaled customer success, scaled cs, digital cs 9 full true Jon Johnson Josh Schachter Kristi Faltorusso Mickey Powell Alex Turkovic Operating Digitally in an On-Prem Environment with Stacie Chaney of | Episode 008 Operating Digitally in an On-Prem Environment with Stacie Chaney of | Episode 008 There is a small but mighty bunch of customer success leaders who are tasked with operating a Digital Customer Success program within the confines of an on-prem software product - and Stacie Chaney of VMware and I happen to be two of them!

So of course we talk about that in this episode and Stacie provides some amazing insight and tactics from her own DCS practice that have very real and practical implications now.

Stacie also discusses her background in Marketing and how well it translates into a career in CS.

Enjoy! I know I sure did...

Stacie's LinkedIn: https://www.linkedin.com/in/stacie-kaufman-chaney-360339b/

Resources Mentioned in this Episode:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> There is a small but mighty bunch of customer success leaders who are tasked with operating a Digital Customer Success program within the confines of an on-prem software product - and Stacie Chaney of VMware and I happen to be two of them!

So of course we talk about that in this episode and Stacie provides some amazing insight and tactics from her own DCS practice that have very real and practical implications now.

Stacie also discusses her background in Marketing and how well it translates into a career in CS.

Enjoy! I know I sure did...

Stacie's LinkedIn: https://www.linkedin.com/in/stacie-kaufman-chaney-360339b/

Resources Mentioned in this Episode:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-13292624 Tue, 01 Aug 2023 05:00:00 -0500 2421 digital customer success, customer success, stacie chaney, vmware, on prem, Saas, scaled customer success, scaled cs, digital cs 8 full false Stacie Chaney Alex Turkovic Creating Culture Around Effective Customer Success w/ Ralphie English of Deepgram & Radical CS | Episode 007 Creating Culture Around Effective Customer Success w/ Ralphie English of Deepgram & Radical CS | Episode 007 It's easy to see why Ralphie English received the 2023 Customer Success Leader of the Year award at the Customer Success Excellence Award once you spend even a little bit of time with her. Not only is she an innovator in the digital CS space, having built a lot of creative engagement strategies for Deepgram customers, but she's also a fantastic leader both for her team and the wider CS community via her consultancy, Radical CS.

One fascinating aspect of her work with Deepgram is that there is no such thing as 'in-app' engagement with her customers as they are API-based , not SaaS - and there are some fascinating ways that she gets around this with her tech stack.

In our conversation, Ralphie and I discuss a wide array of topics including:

  • The CS Excellence Awards
  • Building CS and Digital CS functions from the ground up
  • Creating great culture
  • Ralphie's unique tech stack 
  • Equity & inclusion in tech & CS
  • Empowering teams to take ownership
  • ...among other things.

Enjoy! I know I sure did...

Ralphie's LinkedIn: https://www.linkedin.com/in/ralphetteenglish/
Radical CS: https://www.radicalcs.com/

Resources Mentioned in this Episode:

Digital CS Kudos!
(i.e. who's doing great things in Digital Customer Success)

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> It's easy to see why Ralphie English received the 2023 Customer Success Leader of the Year award at the Customer Success Excellence Award once you spend even a little bit of time with her. Not only is she an innovator in the digital CS space, having built a lot of creative engagement strategies for Deepgram customers, but she's also a fantastic leader both for her team and the wider CS community via her consultancy, Radical CS.

One fascinating aspect of her work with Deepgram is that there is no such thing as 'in-app' engagement with her customers as they are API-based , not SaaS - and there are some fascinating ways that she gets around this with her tech stack.

In our conversation, Ralphie and I discuss a wide array of topics including:

  • The CS Excellence Awards
  • Building CS and Digital CS functions from the ground up
  • Creating great culture
  • Ralphie's unique tech stack 
  • Equity & inclusion in tech & CS
  • Empowering teams to take ownership
  • ...among other things.

Enjoy! I know I sure did...

Ralphie's LinkedIn: https://www.linkedin.com/in/ralphetteenglish/
Radical CS: https://www.radicalcs.com/

Resources Mentioned in this Episode:

Digital CS Kudos!
(i.e. who's doing great things in Digital Customer Success)

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-13268845 Tue, 25 Jul 2023 05:00:00 -0500 2633 digital customer success, customer success, ralphie english, deepgram, scaled customer success, scaled cs, digital cs 7 full false Ralphie English Alex Turkovic Jan Young of JanYoungCX and The Success League | Episode 006 Jan Young of JanYoungCX and The Success League | Episode 006 You've likely seen Jan Young in various Customer Success communities such as the CS Office Hours and Rev Room. Most recently, she has launched JanYoungCX, providing courses, coaching & consulting in customer led growth. Her contributions to the CS community are numerous and always valuable, which is why I was so delighted to have her on the show!

In our conversation, we discuss (among other things) using tools to drive internal efficiencies, personalized content, generative AI and going beyond prompting, preparing for a tool's implementation, etc.

Enjoy! I sure did.

Jan's LinkedIn: https://www.linkedin.com/in/jan-young-cx/
JanYoungCX: https://janyoungcx.com
CS Office Hours: https://lu.ma/successhour

Resources Mentioned in this Episode:

Digital CS Kudos!

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> You've likely seen Jan Young in various Customer Success communities such as the CS Office Hours and Rev Room. Most recently, she has launched JanYoungCX, providing courses, coaching & consulting in customer led growth. Her contributions to the CS community are numerous and always valuable, which is why I was so delighted to have her on the show!

In our conversation, we discuss (among other things) using tools to drive internal efficiencies, personalized content, generative AI and going beyond prompting, preparing for a tool's implementation, etc.

Enjoy! I sure did.

Jan's LinkedIn: https://www.linkedin.com/in/jan-young-cx/
JanYoungCX: https://janyoungcx.com
CS Office Hours: https://lu.ma/successhour

Resources Mentioned in this Episode:

Digital CS Kudos!

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-13226195 Tue, 18 Jul 2023 05:00:00 -0500 3603 digital customer success, customer success, updateai, jan young, janyoungcx, generative ai, scaled customer success, scaled cs, digital cs 6 full false Jan Young Alex Turkovic Jeff Breunsbach from Gain Grow Retain and Higher Logic | Episode 005 Jeff Breunsbach from Gain Grow Retain and Higher Logic | Episode 005 I thoroughly enjoyed my conversation with Jeff in this week's episode. Most of you will probably know him from Gain Grow Retain and his constant presence on LinkedIn. I was excited for this interview as Jeff has talked with so many amazing CS leaders and as such, has had his finger on the pulse for quite a few years now.

In this episode, Jeff and I discuss the evolution of Digital Customer Success, practical advice for those getting started in DCS, the benefits of office hours and user-generated content, building customer relationships over time , among other things!

Enjoy! I sure did...

Jeff's LinkedIn: https://www.linkedin.com/in/scaledcs/
GGR: https://gaingrowretain.com
Higher Logic: https://higherlogic.com

Resources Mentioned in this Episode:

Digital CS Kudos!

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> I thoroughly enjoyed my conversation with Jeff in this week's episode. Most of you will probably know him from Gain Grow Retain and his constant presence on LinkedIn. I was excited for this interview as Jeff has talked with so many amazing CS leaders and as such, has had his finger on the pulse for quite a few years now.

In this episode, Jeff and I discuss the evolution of Digital Customer Success, practical advice for those getting started in DCS, the benefits of office hours and user-generated content, building customer relationships over time , among other things!

Enjoy! I sure did...

Jeff's LinkedIn: https://www.linkedin.com/in/scaledcs/
GGR: https://gaingrowretain.com
Higher Logic: https://higherlogic.com

Resources Mentioned in this Episode:

Digital CS Kudos!

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-13186503 Tue, 11 Jul 2023 05:00:00 -0500 3059 digital customer success, customer success, generative ai, scaled customer success, scaled cs, digital cs, jeff breunsbach, ggr, gain grow retain, higher logic 5 full false Jeff Breunsbach Alex Turkovic Building Effective Customer Scorecards with Jeff Beaumont of GitLab | Episode 004 Building Effective Customer Scorecards with Jeff Beaumont of GitLab | Episode 004 If deep intel on how to develop a Customer Scorecard is what you want, then this interview with Jeff Beaumont will deliver! Jeff is someone who has spent a lot of cycles thinking critically about the topic of health scores and digital CS in general...we are the lucky ones who benefit from the knowledge he's attained.

In this episode, Jeff and I discuss the anatomy of digital motions, his key takeaways from Pulse '23, strategies for building effective customer health scores, scoring frameworks (PROVE & DEAR), among other things!

Enjoy!

Jeff's LinkedIn: https://www.linkedin.com/in/jeffbeaumont/
Jeff's Blog: https://jeffreybeaumont.com

Resources Mentioned in this Episode:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> If deep intel on how to develop a Customer Scorecard is what you want, then this interview with Jeff Beaumont will deliver! Jeff is someone who has spent a lot of cycles thinking critically about the topic of health scores and digital CS in general...we are the lucky ones who benefit from the knowledge he's attained.

In this episode, Jeff and I discuss the anatomy of digital motions, his key takeaways from Pulse '23, strategies for building effective customer health scores, scoring frameworks (PROVE & DEAR), among other things!

Enjoy!

Jeff's LinkedIn: https://www.linkedin.com/in/jeffbeaumont/
Jeff's Blog: https://jeffreybeaumont.com

Resources Mentioned in this Episode:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-13149349 Tue, 04 Jul 2023 05:00:00 -0500 3267 digital customer success, customer success, jeff beaumont, generative ai, customer health score, customer scorecard, gainsight, scaled customer success, scaled cs, digital cs 4 full false Jeff Beaumont Alex Turkovic The Admin's Perspective with Bhavani Prasad | Episode 003 The Admin's Perspective with Bhavani Prasad | Episode 003 Bhavani Prasad currently serves as a Team Lead on one of Gainsight's Customer Success Consultant teams. In this role, he has a ton of exposure to how different companies are going about implementing their digital customer success strategies. I was excited to interview Bhavani to learn what, from an administrator's perspective is imperative in getting digital cs strategies off the page and into practice.

Bhavani's LinkedIn: https://www.linkedin.com/in/bhavani-prasad-v-1026a2129/

Resources Mentioned in this Episode:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Bhavani Prasad currently serves as a Team Lead on one of Gainsight's Customer Success Consultant teams. In this role, he has a ton of exposure to how different companies are going about implementing their digital customer success strategies. I was excited to interview Bhavani to learn what, from an administrator's perspective is imperative in getting digital cs strategies off the page and into practice.

Bhavani's LinkedIn: https://www.linkedin.com/in/bhavani-prasad-v-1026a2129/

Resources Mentioned in this Episode:

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-13105471 Tue, 27 Jun 2023 05:00:00 -0500 2582 digital customer success, customer success, bhavani prasad, gainsight, scaled customer success, scaled cs, digital cs 3 full false Bhavani Prasad Alex Turkovic Digital CS Best Practices with Chad Horenfeldt | Episode 002 Digital CS Best Practices with Chad Horenfeldt | Episode 002 Not only does Chad Horenfeldt have an incredible background in CS, published his own podcast (along with other great content) and is involved in various CS organizations...but he's working on a new book as well! I was excited to chat with Chad about his own Success and Failures (hint hint) in establishing and running Digital CS programs.

Chad's LinkedIn: https://www.linkedin.com/in/chadhorenfeldt/

Resources Mentioned in this Episode:

Shoutouts to Digital CS Pioneers:


If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Not only does Chad Horenfeldt have an incredible background in CS, published his own podcast (along with other great content) and is involved in various CS organizations...but he's working on a new book as well! I was excited to chat with Chad about his own Success and Failures (hint hint) in establishing and running Digital CS programs.

Chad's LinkedIn: https://www.linkedin.com/in/chadhorenfeldt/

Resources Mentioned in this Episode:

Shoutouts to Digital CS Pioneers:


If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-13057866 Tue, 20 Jun 2023 05:00:00 -0500 3160 digital customer success, customer success, chad horenfeldt, scaled customer success, scaled cs, digital cs 2 full false Chad Horenfeldt Alex Turkovic Generative AI in Customer Success with Mickey Powell of UpdateAI | Episode 001 Generative AI in Customer Success with Mickey Powell of UpdateAI | Episode 001 Mickey Powell (co-founder of UpdateAI) has been at the forefront of the discussion around the use of generative AI in customer success. He is the author of ChatGPT for Customer Success, an e-book which explains the basics as well as some advanced use cases for AI in CS.

Mickey's LinkedIn
UpdateAI

Resources Mentioned in this Episode:

Shoutouts to Digital CS Pioneers:


If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Mickey Powell (co-founder of UpdateAI) has been at the forefront of the discussion around the use of generative AI in customer success. He is the author of ChatGPT for Customer Success, an e-book which explains the basics as well as some advanced use cases for AI in CS.

Mickey's LinkedIn
UpdateAI

Resources Mentioned in this Episode:

Shoutouts to Digital CS Pioneers:


If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

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 


]]> Alex Turkovic Buzzsprout-12972802 Tue, 13 Jun 2023 05:00:00 -0500 2663 digital customer success, customer success, updateai, mickey powell, generative ai, scaled customer success, scaled cs, digital cs 1 full true Mickey Powell Alex Turkovic Welcome to the Digital Customer Success Podcast! Welcome to the Digital Customer Success Podcast! In this first episode of The Digital Customer Success Podcast I introduce what we are trying to do here, which is to create community around digital CS and to pull you in on conversations we'll be having with industry innovators.

Support the show

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

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

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 first episode of The Digital Customer Success Podcast I introduce what we are trying to do here, which is to create community around digital CS and to pull you in on conversations we'll be having with industry innovators.

Support the show

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

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

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 


]]> Alex Turkovic Buzzsprout-12934715 Sun, 28 May 2023 16:00:00 -0500 266 full false