Episode 4: Digital & Scaled CS: Why It Matters More Than Ever in the Age of AI with Andrea Pasero

In this episode, I sit down with Andrea Pasero, a 10-year digital CS veteran, to clear up one of the most misunderstood areas in customer success: the difference between digital and scaled CS, and why getting it right matters more than ever right now.We explore why digital CS is no longer optional, how AI is leveling the playing field for customers of all sizes, and what it actually takes to build a program that scales without losing the human touch.We discuss:Why digital CS and scaled CS are not the same thing, and why that distinction changes how you build your teamWhere most companies are still behind and where the biggest untapped opportunity sitsThe 5-level maturity model Andrea uses to help teams understand where they are and what to do nextFour trends reshaping post-sales: agentic AI, right-touch delivery, the execution gap, and self-serve communityHow AI is making white-glove CS accessible to smaller customers, not just enterprise accountsWhat great customer success actually looks like in the years ahead and the biggest risk leaders need to watch forIf you are leading a CS team, building out a digital program, or trying to make the case for investment in this space, this episode provides the language, framework, and perspective to move forward with confidence.ResourcesDigital CS Maturity Model eBook — The full framework Andrea references throughout the episodeThe Real Power of Digital CS — A deeper look at how digital CSMs are reshaping customer successRight Touch Explained by ChurnZero — What right-touch CS looks like in practice and why it matters in 2026Connect with Andrea Pasero on LinkedIn