Bedste Digital CX-podcasts (2024)

1
The Generative AI Primer for CSMs | Episode 055 43:50

1d ago43:50

43:50

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 o…

1
How can brands deliver experiences that create loyal customer advocates? (feat. Jay Baer, Brittany Hodak and Rajiv Dhand) 43:04

6d ago43:04

43:04

On this episode, we discuss a longstanding focus for customer experience (CX) leaders — loyalty — and the role of CX delivery in creating customer advocates and word of mouth. According to Nielsen, 88% of consumers trust recommendations from friends and family over all other forms of advertising. Despite the evidence that word of mouth, facilitated…

1
All Things Digital Transformation - Digital CxO - EP76 16:10

3d ago16:10

16:10

Amanda and Mike discuss cloud budget struggles, the use of virtual reality goggles in the workplace, democratizing analytics and AI for social good. Links Referenced in Podcast: Cloud Struggles: https://digitalcxo.com/article/retail-consumer-packaged-goods-firms-struggle-with-cloud-deployment/ Augmented Reality with Apple: https://digitalcxo.com/vi…

1
All Things Digital Transformation - DigitalCxO - EP76 16:10

3d ago16:10

16:10

Amanda and Mike discuss cloud budget struggles, the use of virtual reality goggles in the workplace, democratizing analytics and AI for social good. Links Referenced in Podcast: Cloud Struggles: https://digitalcxo.com/article/retail-consumer-packaged-goods-firms-struggle-with-cloud-deployment/ Augmented Reality with Apple: https://digitalcxo.com/vi…

1
Reworking Supply Chains, GenAI Tools, AIoT and Consulting Firm Cuts - Digital CxO - EP75 16:03

6d ago16:03

16:03

Amanda and Mike discuss how business leaders can rework their supply chains to avoid disruptions before talking about the infusion of GenAI in tools and product solutions. Then they discuss the concept of AIoT before finishing the conversation with a review of recent consulting firm cuts and what execs can learn from them. Links Referenced in Podca…

1
Reworking Supply Chains, GenAI Tools, AIoT and Consulting Firm Cuts - Digital CxO - EP75 16:03

6d ago16:03

16:03

Amanda and Mike discuss how business leaders can rework their supply chains to avoid disruptions before talking about the infusion of GenAI in tools and product solutions. Then they discuss the concept of AIoT before finishing the conversation with a review of recent consulting firm cuts and what execs can learn from them. Links Referenced in Podca…

1
AI Insights to Power Your Business with Josh Schachter of Update AI | Episode 054 42:29

9d ago42:29

42:29

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. K…

1
"Your First" Digital Customer Success Motions with Stijn "Stino" Smet of Whale | Episode 053 57:54

16d ago57:54

57:54

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 j…

1
Broadening Horizons, Digital Twins, Accessibility and More - DigitalCxO - EP74 17:14

17d ago17:14

17:14

Amanda and Mike discuss AI adoption, health care advancements and digital twin technology. Then they talk about the need for business leaders to focus on accessibility in their transformation efforts, as well as a cool viewing portal between NY and Dublin that is getting lots of attention. Links Referenced in Podcast: Who Is Using AI for What: http…

1
Broadening Horizons, Digital Twins, Accessibility and More - Digital CxO - EP74 17:14

17d ago17:14

17:14

Amanda and Mike discuss AI adoption, health care advancements and digital twin technology. Then they talk about the need for business leaders to focus on accessibility in their transformation efforts, as well as a cool viewing portal between NY and Dublin that is getting lots of attention. Links Referenced in Podcast: Who Is Using AI for What: http…

1
Drones, Virtual Tours, Avatars and Sports - Digital CxO - EP73 12:58

21d ago12:58

12:58

Amanda Razani and Mike Vizard discuss how drones are helping in warehouses and manufacturing before talking about the growth of the virtual tour industry. Next, they talk about avatars for customer service. They finish the conversation with a discussion about a new sports streaming service. Links Referenced in Podcast: Drones and Warehouses: https:…

1
Drones, Virtual Tours, Avatars and Sports - Digital CxO - EP73 12:58

21d ago12:58

12:58

Amanda Razani and Mike Vizard discuss how drones are helping in warehouses and manufacturing before talking about the growth of the virtual tour industry. Next, they talk about avatars for customer service. They finish the conversation with a discussion about a new sports streaming service. Links Referenced in Podcast: Drones and Warehouses: https:…

1
State of the Industry and Promise of AI with Jeff Heckler | Episode 052 34:17

23d ago34:17

34:17

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 Cu…

1
Augmented Reality in Tourism, The Race to Provide GenAI Tools and More - Digital CxO - EP72 18:27

28d ago18:27

18:27

Amanda Razani and Mike Vizard discuss the race to develop new GenAI tools before talking about budgeting for digital transformation initiatives. Then they share the benefits of a good CMS. Next, they discuss the advancements being made in healthtech before sharing how augmented reality is impacting tourism. Links Referenced in Podcast: Knowledge Gr…

1
Augmented Reality in Tourism, The Race to Provide GenAI Tools and More - Digital CxO - EP72 18:27

28d ago18:27

18:27

Amanda Razani and Mike Vizard discuss the race to develop new GenAI tools before talking about budgeting for digital transformation initiatives. Then they share the benefits of a good CMS. Next, they discuss the advancements being made in healthtech before sharing how augmented reality is impacting tourism. Links Referenced in Podcast: Knowledge Gr…

1
Emotional Intelligence in Digital and Treating Customers Like Humans with Jenelle Friday | Episode 051 51:13

30d ago51:13

51:13

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:…

1
Celebrating 50 Episodes: Your Digital Customer Experience Questions Answered | Episode 050 32:15

1M ago32:15

32:15

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 Experi…

1
Legacy Platforms, IT Expenses, AR Swim Goggles and More - Digital CxO - EP71 15:32

1M ago15:32

15:32

Amanda Razani and Mike Vizard discuss the findings of an HFS Research study on legacy IT platforms before talking about the difficulties of managing IT expenses. Then they chat about the recently formed Salesforce network before sharing how athletes can benefit from augmented reality swim goggles. Links Referenced in Podcast: HFS: https://digitalcx…

1
Legacy Platforms, IT Expenses, AR Swim Goggles and More - Digital CxO - EP71 15:32

1M ago15:32

15:32

Amanda Razani and Mike Vizard discuss the findings of an HFS Research study on legacy IT platforms before talking about the difficulties of managing IT expenses. Then they chat about the recently formed Salesforce network before sharing how athletes can benefit from augmented reality swim goggles. Links Referenced in Podcast: HFS: https://digitalcx…

1
What is the Frank And Oak secret for adapting to changing customer preferences? 21:19

1M ago21:19

21:19

On this episode, we explore how eco-friendly apparel brand Frank And Oak evolved its business model to adapt to customer expectations — and how data, feedback and technology are used to optimize its CX strategy. Founded in 2012 as an online-only menswear retailer, Frank And Oak used data and insights from customers to change course over the followi…

1
Customer Engagement with AI and Self-Service Strategies with Kari Ardalan of Qualtrics | Episode 049 40:11

1M ago40:11

40:11

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 c…

1
AI Leadership Insights: Automation, Data, AR and Humanoid Robots - Digital CxO - EP70 16:27

1M ago16:27

16:27

Amanda Razani and Mike Vizard discuss the rise in investments for automation, the importance of data for customer experiences, augmented reality and humanoid robots. Links Referenced in Podcast: Automation Investments: https://digitalcxo.com/article/survey-sees-investments-in-automation-continuing-to-rise/ The Importance of Data: https://digitalcxo…

1
AI Leadership Insights: Automation, Data, AR and Humanoid Robots - Digital CxO - EP70 16:28

1M ago16:28

16:28

Amanda Razani and Mike Vizard discuss the rise in investments for automation, the importance of data for customer experiences, augmented reality and humanoid robots. Links Referenced in Podcast: Automation Investments: https://digitalcxo.com/article/survey-sees-investments-in-automation-continuing-to-rise/ The Importance of Data: https://digitalcxo…

1
The Impact of SaaS Economics on CS (Plus Much More!) with Christine Raby | Episode 048 58:20

2M ago58:20

58:20

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 …

1
Health Care Transformation, Digital Tools and More - Digital CxO - EP69 15:54

2M ago15:54

15:54

Amanda and Mike discuss transformative tools across industries, the concerns about health care digitalization, the metaverse and more in today's podcast. Links Referenced in Podcast: https://digitalcxo.com/article/salesforce-melds-ai-to-mulesoft-automation-frameworks/ https://digitalcxo.com/article/digital-tools-ehrs-slow-down-clinicians-but-genai-…

1
Health Care Transformation, Digital Tools and More - Digital CxO - EP69 15:54

2M ago15:54

15:54

Amanda and Mike discuss transformative tools across industries, the concerns about health care digitalization, the metaverse and more in today's podcast. Links Referenced in Podcast: https://digitalcxo.com/article/salesforce-melds-ai-to-mulesoft-automation-frameworks/ https://digitalcxo.com/article/digital-tools-ehrs-slow-down-clinicians-but-genai-…

1
Digital Advice from a CS OG and Innovator with Irit Eizips of CSM Practice | Episode 047 50:18

2M ago50:18

50:18

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 st…

1
Humans vs Technology in Branding - Digital CxO - EP68 25:19

2M ago25:19

25:19

Amanda and Mike speak with Vladimer Botsvadze, a thought leader, speaker and business coach, about the importance of human qualities and innovation in the digital age.Af Techstrong Group

1
Humans vs Technology in Branding - Digital CxO - EP68 25:19

2M ago25:19

25:19

Amanda and Mike speak with Vladimer Botsvadze, a thought leader, speaker and business coach, about the importance of human qualities and innovation in the digital age.Af Techstrong Group

1
Adobe Summit, Musk's Chatbot, Software Strategies and More - Digital CxO - EP67 18:15

2M ago18:15

18:15

Amanda Razani and Mike Vizard share a recap of top announcements from the Adobe Summit, then discuss the open sourced chatbot, Grok, that Elon Musk has rolled out. Next they talk about IT budgets and software strategies for business leaders, along with the potential for a new C-suite position to handle sustainability goals. Links Referenced in Podc…

1
Adobe Summit, Musk's Chatbot, Software Strategies and More - Digital CxO - EP67 18:15

2M ago18:15

18:15

Amanda Razani and Mike Vizard share a recap of top announcements from the Adobe Summit, then discuss the open sourced chatbot, Grok, that Elon Musk has rolled out. Next they talk about IT budgets and software strategies for business leaders, along with the potential for a new C-suite position to handle sustainability goals. Links Referenced in Podc…

1
Sibling Synergy and Machine Learning in CS with Maarten and Michiel Doornenbal of Churned | Episode 046 39:43

2M ago39:43

39:43

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 ep…

1
What trends are shaping customer experiences in 2024? 27:51

2M ago27:51

27:51

On this episode, we discuss customer experience trends – and how these trends are impacting CX leaders’ priorities in 2024. Drawing on decades of experience and conversations with CX executives at some of the world’s top brands, our expert guests speak to the challenges and opportunities in leveraging customer data, the impact of AI on customer int…

1
Applying Common Sense to Digital Customer Experience with Rob Zambito of Success Scaled | Episode 045 55:18

2M ago55:18

55:18

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 gr…

1
Skill Shortages and Data Analytics Issues - Digital CxO - EP66 19:12

2M ago19:12

19:12

Amanda and Mike discuss the issues business execs are facing when it comes to technology implementation and skill shortages, along with use cases for data analytics. Links Referenced in Podcast: Tech Talent Shortage: https://digitalcxo.com/article/tech-expertise-shortage-hinders-business-innovation/ Data Analytics for Basketball: https://digitalcxo…

1
Skill Shortages and Data Analytics Issues - Digital CxO - EP66 19:12

2M ago19:12

19:12

Amanda and Mike discuss the issues business execs are facing when it comes to technology implementation and skill shortages, along with use cases for data analytics. Links Referenced in Podcast: Tech Talent Shortage: https://digitalcxo.com/article/tech-expertise-shortage-hinders-business-innovation/ Data Analytics for Basketball: https://digitalcxo…

1
Video Micro-Learning at Scale with Delores Cooper of Zendesk | Episode 044 37:42

3M ago37:42

37:42

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 ta…

1
Speak Up 2024 Survey - Digital CxO - EP65 18:54

3M ago18:54

18:54

Amanda and Mike speak with Meredith Graham, the chief people officer of Ensono, about the findings of the recent Speak Up 2024 work survey of 1500 women in the tech sector. Links Referenced in Podcast: https://www.ensono.com/insights-and-news/expert-opinions/speak-up-2024-amplifying-womens-voices-in-our-transformative-tech-era/…

1
Speak Up 2024 Survey - Digital CxO - EP65 18:54

3M ago18:54

18:54

Amanda and Mike speak with Meredith Graham, the chief people officer of Ensono, about the findings of the recent Speak Up 2024 work survey of 1500 women in the tech sector. Links Referenced in Podcast: https://www.ensono.com/insights-and-news/expert-opinions/speak-up-2024-amplifying-womens-voices-in-our-transformative-tech-era/…

1
Robots, Education and Sports - Digital CxO - EP64 22:05

3M ago22:05

22:05

In this episode, Amanda and Mike discuss real-time detection of anomalies, a new robot with special capabilities, the digital requirements of transformative education, new copilot announcements from Salesforce and how the Boston Celtics moved to the cloud for better data analytics. Links Referenced in the Podcast: Logz.io: https://devops.com/logz-i…

1
Robots, Education and Sports - Digital CxO - EP64 22:05

3M ago22:05

22:05

In this episode, Amanda and Mike discuss real-time detection of anomalies, a new robot with special capabilities, the digital requirements of transformative education, new copilot announcements from Salesforce and how the Boston Celtics moved to the cloud for better data analytics. Links Referenced in the Podcast: Logz.io: https://devops.com/logz-i…

1
The Power of Hyper-Personalized Content for Customer Success with Nik Mijic of Matik | Episode 043 36:39

3M ago36:39

36:39

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 ‘digi…

1
Customer Education and The Digital Journey with Erica Akroyd of Pendo | Episode 042 43:59

3M ago43:59

43:59

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. I…

1
Business Leadership and Technology - Digital CxO - EP 63 22:57

3M ago22:57

22:57

Amanda Razani and Mike Vizard discuss the dilemma's business leaders face when implementing new technologies, directing projects and trying to improve the customer experience. Links Referenced in Podcast: https://digitalcxo.com/article/measuring-genai-deployment-success/ https://digitalcxo.com/article/leading-large-software-organizations/ https://d…

1
Business Leadership and Technology - EP 63 19:27

3M ago19:27

19:27

Amanda Razani and Mike Vizard discuss the dilemma's business leaders face when implementing new technologies, directing projects and trying to improve the customer experience. Links Referenced in Podcast: https://digitalcxo.com/article/measuring-genai-deployment-success/ https://digitalcxo.com/article/leading-large-software-organizations/ https://d…

1
Data Analysis and Service Recovery Philosophy with Lane Hart of Contentsquare | Episode 041 55:51

3M ago55:51

55:51

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 pap…

1
How can employee-facing technology improve your customer experience? 24:32

3M ago24:32

24:32

On this episode, we explore the relationship between employees and technology — and how brands can harness employee-facing technology to improve their customer experience. Tools like agent-assist bots and internal collaboration platforms can enable team members to work effectively and efficiently — in turn, increasing employee engagement and custom…

1
Technology Implementation - Digital CxO - EP 62 21:45

3M ago21:45

21:45

Amanda Razani and Mike Vizard discuss innovative tools, technology impacting the enterprise, the role of IT in the digital age, remote work processes and more. Links Referenced in Podcast: Apple Vision: https://digitalcxo.com/article/mudra-band-vendor-looks-to-apples-vision-pro-for-mixed-reality/ AI in the Enterprise: https://digitalcxo.com/video/l…

1
Technology Implementation - Digital CxO - EP 62 21:45

3M ago21:45

21:45

Amanda Razani and Mike Vizard discuss innovative tools, technology impacting the enterprise, the role of IT in the digital age, remote work processes and more. Links Referenced in Podcast: Apple Vision: https://digitalcxo.com/article/mudra-band-vendor-looks-to-apples-vision-pro-for-mixed-reality/ AI in the Enterprise: https://digitalcxo.com/video/l…

1
AI Driven Digital Customer Success in App Form w/ Dickey Singh of Cast.app | Episode 040 51:22

3M ago51:22

51:22

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 techno…

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