AI Driven Digital Customer Success In App Form W/ Dickey Singh Of Cast.app | Episode 040 The Digital CX Podcast: Driving Digital Customer Success And Outcomes In The Age Of A.I. podcast

36:53

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/ Thank you to our sponsor, QueryPal! QueryPal is an incredible platform for support leaders who want to optimize their operations! Support the show +++++++++++++++++ Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com . Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee : https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

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Start Where You Are: Small Steps to Success with Justin Neal | Episode 95 33:43

for 6 weeks siden33:43

33:43

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/ Thank you to our sponsor, QueryPal! QueryPal is an incredible platform for support leaders who want to optimize their operations! Support the show +++++++++++++++++ Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com . Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee : https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

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Turning Written Customer Feedback into Meaningful Action for Your Brand | Episode 094 19:22

for 8 weeks siden19:22

19:22

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…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

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Back to Basics: The Art of the Renewal Flow | Episode 093 28:41

for 9 weeks siden28:41

28:41

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... Thank you to our sponsor, QueryPal! QueryPal is an incredible platform for support leaders who want to optimize their operations! Support the show +++++++++++++++++ Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com . Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee : https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

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Inside Fullstory’s Approach to In-App Engagement with Talia Root and Brent Hildebrand | Episode 092 41:59

for 10 weeks siden41:59

41:59

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/ Thank you to our sponsor, QueryPal! QueryPal is an incredible platform for support leaders who want to optimize their operations! Thank you to our sponsor, Vitally! Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr! Support the show +++++++++++++++++ Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com . Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee : https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

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Handwritten Notes as a CX Strategy to Surprise & Delight with David Wachs of Handwrytten | Episode 091 35:46

for 11 weeks siden35:46

35:46

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/ Thank you to our sponsor, QueryPal! QueryPal is an incredible platform for support leaders who want to optimize their operations! Support the show +++++++++++++++++ Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com . Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee : https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

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Transforming Customer Experience with AI-Driven Chatbots and Productivity Tools | Episode 090 29:18

for 12 weeks siden29:18

29:18

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! Thank you to our sponsor, QueryPal! QueryPal is an incredible platform for support leaders who want to optimize their operations! Support the show +++++++++++++++++ Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com . Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee : https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

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Current State of AI in CS and Introducing MondAI CS with Michael Forney | Episode 089 46:16

for 13 weeks siden46:16

46:16

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/ Thank you to our sponsor, QueryPal! QueryPal is an incredible platform for support leaders who want to optimize their operations! Thank you to our sponsor, Vitally! Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr! Support the show +++++++++++++++++ Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com . Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee : https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

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Digital CS and the Job Market with the Return of Dillon Young of Lifetime Value Media | Episode 088 49:39

for 14 weeks siden49:39

49:39

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 Thank you to our sponsor, QueryPal! QueryPal is an incredible platform for support leaders who want to optimize their operations! Thank you to our sponsor, Vitally! Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr! Support the show +++++++++++++++++ Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com . Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee : https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

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From B2C to B2B: Simplicity is Key in Digital CS with Ed Powers | Episode 087 49:55

for 15 weeks siden49:55

49:55

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/ Thank you to our sponsor, QueryPal! QueryPal is an incredible platform for support leaders who want to optimize their operations! Thank you to our sponsor, Vitally! Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr! Support the show +++++++++++++++++ Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com . Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee : https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

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Data Hygiene for Great Customer Experiences with Irwin Hipsman of Repetitos | Episode 086 49:55

for 16 weeks siden49:55

49:55

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/ Thank you to our sponsor, QueryPal! QueryPal is an incredible platform for support leaders who want to optimize their operations! Thank you to our sponsor, Vitally! Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr! Support the show +++++++++++++++++ Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com . Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee : https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

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End Of Year Recap as Told by Google’s NotebookLM | Episode 085 11:29

for 17 weeks siden11:29

11:29

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…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

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Using Google's NotebookLM to Produce a Podcast and Summarize Docs | Episode 084 27:19

for 18 weeks siden27:19

27:19

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. Thank you to our sponsor, QueryPal! QueryPal is an incredible platform for support leaders who want to optimize their operations! Support the show +++++++++++++++++ Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com . Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee : https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

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Airtable’s Journey to Scalable Customer Success with Alison Barrett | Episode 083 59:37

for 19 weeks siden59:37

59:37

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/ Thank you to our sponsor, QueryPal! QueryPal is an incredible platform for support leaders who want to optimize their operations! Thank you to our sponsor, Vitally! Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr! Support the show +++++++++++++++++ Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com . Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee : https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

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Pro Tips for Building a Better Digital CS Program with Marley Wagner | Episode 082 54:04

for 20 weeks siden54:04

54:04

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/ Thank you to our sponsor, QueryPal! QueryPal is an incredible platform for support leaders who want to optimize their operations! Thank you to our sponsor, Vitally! Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr! Support the show +++++++++++++++++ Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com . Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee : https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

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Building Automations That Enhance Customer Experience with Samantha David of Monday.com | Ep. 081 50:10

for 21 weeks siden50:10

50:10

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/ Thank you to our sponsor, QueryPal! QueryPal is an incredible platform for support leaders who want to optimize their operations! Thank you to our sponsor, Vitally! Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr! Support the show +++++++++++++++++ Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com . Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee : https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

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Where to Find Automation Opportunities to Improve Customer AND Employee Experience | Episode 080 34:45

for 22 weeks siden34:45

34:45

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 Thank you to our sponsor, QueryPal! QueryPal is an incredible platform for support leaders who want to optimize their operations! Support the show +++++++++++++++++ Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com . Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee : https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

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Digital Duct Tape: Leveraging AI to Solve CX Challenges with Scott Wilder | Episode 079 39:01

for 23 weeks siden39:01

39:01

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/ Thank you to our sponsor, QueryPal! QueryPal is an incredible platform for support leaders who want to optimize their operations! Support the show +++++++++++++++++ Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com . Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee : https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

1
Lessons in CX Leadership and Strategy with CX "Superwoman" Nat Onions of Customer.io | Episode 078 55:19

for 24 weeks siden55:19

55:19

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/ 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…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

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Scaling Customer Education for Digital CS with Adam Avramescu of Personio & the CELab Podcast | Episode 077 46:28

for 25 weeks siden46:28

46:28

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/ 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…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

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Enhancing CX with Targeted Campaigns...and LinkedIn Ads! with Kat Breeggemann of Automox | Episode 076 53:33

for 26 weeks siden53:33

53:33

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/ 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…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

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Digital Customer Success Maturity Model Assessment Launch and Post Churn-In Q&A | Episode 075 25:07

for 27 weeks siden25:07

25:07

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! 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…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

1
Scrappy Automations that Boost Customer Success ROI w/ Joe Di Grande of Joe Does Tech Touch | Episode 074 40:11

for 28 weeks siden40:11

40:11

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/ 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…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

1
Inside the Build of 15Five's Digital CS Program w/ Natalia Andreeva & Kaelon Russell | Episode 073 52:35

for 29 weeks siden52:35

52:35

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/ 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…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

1
Tattoos to Tech: Larissa Licha’s Mission to Bridge R&D and CS as CEO of Joyn | Episode 072 58:43

for 30 weeks siden58:43

58:43

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/ Thank you to our sponsor, QueryPal! QueryPal is an incredible platform for support leaders who want to optimize their operations! Thank you to our sponsor, Vitally! Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr! Support the show +++++++++++++++++ Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com . Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee : https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

1
Inside Salesforce: Driving Customer Value with AI & Automation with Bernard Slowey, VP of Digital CS | Episode 071 58:20

for 31 weeks siden58:20

58:20

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/ Thank you to our sponsor, QueryPal! QueryPal is an incredible platform for support leaders who want to optimize their operations! Thank you to our sponsor, Vitally! Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr! Support the show +++++++++++++++++ Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com . Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee : https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

1
Four Ways to Measure Your Digital Customer Success Program | Episode 070 22:36

for 32 weeks siden22:36

22:36

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: Traditional CS Metrics Marketing Campaign Metrics Program Specific Measures Attribution Chapters: 00:00 - Intro 01:14 - News 03:04 - Measuring your Digital CS Program 04:28 - Traditional CS Metrics in Digital 06:57 - Marketing Campaign Metrics 08:31 - Digital CS Program Specific Metrics 10:44 - Attribution 12:09 - Examples of Measuring Attribution in DCS 17:04 - How do you action unengaged accounts/contacts? 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…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

1
Humanizing Digital CS and Personal Branding with Bob Mathers | Episode 069 41:04

for 33 weeks siden41:04

41:04

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/ Thank you to our sponsor, QueryPal! QueryPal is an incredible platform for support leaders who want to optimize their operations! Thank you to our sponsor, Vitally! Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr! Support the show +++++++++++++++++ Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com . Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee : https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

1
Scale & Digital at Early Stage Startups w/ Mary Caballero | Episode 068 41:18

for 34 weeks siden41:18

41:18

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/ Thank you to our sponsor, QueryPal! QueryPal is an incredible platform for support leaders who want to optimize their operations! Thank you to our sponsor, Vitally! Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr! Support the show +++++++++++++++++ Like/Subscribe/Review: If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review. Website: For more information about the show or to get in touch, visit DigitalCustomerSuccess.com . Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee : https://bmc.link/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

1
Transforming Slack into a Customer Support Hub with Joydeep Sen Sarma, CEO of Clearfeed.ai | Episode 067 53:35

for 35 weeks siden53:35