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

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. 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/dcspThank 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=sharingLink to the app we vibe coded: https://poll-spark-stream.lovable.appReady 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. 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/dcspThank 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 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/dcspThank 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.comIn 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/dcspThank 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/dcspThank 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. 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/dcspThank 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:Ethan Mollik: One Useful ThingSaanya OjhaJamin Ball: Clouded JudgementAndrej Karpathy on the Dwarkesh Podcast: AGI is still a decade away 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/dcspThank 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/dcspThank 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/dcspThank 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 CXHow to train your systems (and your team) to spot moments of magicReal-world examples you can replicateTools like Gong, Zapier, and Handwrytten in actionIf 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/dcspThank 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/ 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/dcspThank 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 - Intro03:11 - 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/ 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/dcspThank 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 - Intro01:58 - Responding to survey responses in a meaningful way03:39 - The written feedback is the gold04:25 - Ideas for responding to written feedback07:32 - Exec vs. User NPS09:48 - What good looks like13:15 - It’s operationally difficult, but worth it14:33 - Actually responding to your survey respondents can differentiate you14:56 - 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/dcspThank 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 digital05:18 - Digital automation should support the human, not the other way around07:28 - Showing my work: Pre-renewal flow12:10 - Design these flows WITH your teams - not in a bubble13:05 - The renewal flow18:34 - Is it overkill?21:10 - What I don’t like about the flow - future expansion22:05 - Let your customers choose how they want to be communicated with24:00 - Submit your own work for the show ! [email protected]! 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/dcspThank 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 - Intro04:18 - 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/ 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/dcspThank 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/ 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/dcspThank 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 - Intro02:42 - 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 configurations17:03 - A.I. Chatbots18:03 - Google’s NotebookLM use cases20:35 - 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! 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/dcspThank 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/austinThis 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 journeysEnjoy! I know I sure did...Follow Michael's Podcast MondAI CS here: https://open.spotify.com/show/497aLePSmsVJs1mMwn5dSLMichael's LinkedIn: https://www.linkedin.com/in/michael-forney/ 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/dcspThank 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 MediaEnjoy! I know I sure did…Dillon's Linkedin: https://www.linkedin/com/in/dillonryoung 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/dcspThank 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 - Intro03:01 - 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/ 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/dcspThank 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 for21:47 - Prioritizing data cleanup  28:16 - Tracking champions who leave  32:12 - Keeping data hygiene ongoing  36:11 - Segmentation errors and blundersEnjoy! I know I sure did…Irwin's Linkedin: https://www.linkedin.com/in/irwinhipsman/Repetitos: https://repetitos.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/dcspThank 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/dcspThank 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/23MrFuVuMmgIn 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 - Intro07:21 - Using Google's NotebookLMShoutout to Marley Wagner and Bob London who did this LIVE at ChurnZero. 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/dcspThank 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 - Intro05:43 - Early career: From Deloitte to startup life06:32 - Mixpanel & the rise of product analytics09:06 - Slack's champion program: Fostering in-house advocates12:29 - Scaling CS: Operations, tools and voice of customer18:16 - Airtable ambassador program & NDR success story21:55 - Building AI use cases in CS with Airtable30:29 - Creating a scalable customer education ecosystem36:15 - Prioritizing quick wins & standardizing playbooks37:28 - The power of cross-functional collaboration41:52 - Empowering teams through mission & vision clarity45:59 - Capturing executive alignment with walking decksEnjoy! I know I sure did...Alison's LinkedIn: https://www.linkedin.com/in/alison-barrett-cs/ 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/dcspThank 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 - Intro03:06 - 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/ 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/dcspThank 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 SamEnjoy! I know I sure did…Samantha's Linkedin: https://www.linkedin.com/in/samanthaedavid/ 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/dcspThank 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 Experience2) Find areas where automation can improve the Employee Experience Chapters:01:05 - New Sponsor: Thinkific Plus01:30 - Upcoming guests 02:45 - Digital CS Maturity Assessment03:29 - Alex got a new gig! 04:00 - Topic for today: Where to look for automations 06:43 - Support Data09:00 - Hours Sentiment Tracking10:28 - We automate for both the customer and employee experience11:53 - Frequently Distributed Documentation 14:10 - Onboarding16:36 - Upsell Automation 17:47 - Pre-Renewal Automation18:57 - Data Hygiene Automation22:11 - Customer Scorecards & Actions25:24 - Manual Process Automation27:59 - 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 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/dcspThank 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 growth06:57 - Inbound vs. outbound digital CX08:35 - The struggle with platform silos10:01 - AI in Clari’s CX strategy11:53 - Chatbots and federated search13:12 - Building the business case for AI14:32 - Customer-driven innovation in CS16:59 - Tackling data hygiene challenges19:45 - Fun approaches to data cleanup21:01 - Selecting the right chatbot vendor24:05 - Embracing B2C innovation in B2B28:23 - SMS as an untapped B2B strategy30:30 - Exploring AI and educational resourcesEnjoy! I know I sure did…Scott's Linkedin: https://www.linkedin.com/in/wilder/Join our Monthly Meetup: https://digitalsuccess.gradual.us/ 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/dcspThank 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 beer00:05:23 - 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 leadershipEnjoy! 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/dcspThank 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 advocacyEnjoy! 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/dcspThank 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 - Intro02:42 - 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 insightsEnjoy! 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/dcspThank 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 - Intro01:18 - Churn-In Recap01:36 - Digital CS Maturity Assessment04:30 - How to Measure the ROI of your Digital program08:41 - 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 interchangeability18:21 - Incorporating contextual data in predictive modelingEnjoy! 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/dcspThank 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 - Intro00:03:21 - 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 learnedEnjoy! I know I sure did…Shoutouts in this episode include:The Daily Standup Podcast (Dillon Young, JP Frost & Rob Zambito)Marley WagnerSara RobertsJoe'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/dcspThank 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 - Intro00:05:19 - From accidental CrossFit owner to digital CS leader00:06:22 - Defining digital customer success today00:10:54 - The birth of 15Five’s digital CS program00:13:15 - Content’s role in digital CS success00:17:43 - Measuring success through onboarding experiments00:19:32 - Building a diverse digital CX team00:23:39 - Experimenting with abandoned cart campaigns00:27:46 - Evolving from manual to automated solutions00:29:22 - Finding the balance: one-on-one vs. digital engagement00:33:32 - Personalized customer journeys at scale00:34:47 - User-level health scores in action00:38:06 - Harnessing data to power CX strategies00:44:23 - The importance of cross-functional collaborationEnjoy! 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/dcspThank 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 founder09:50 - Challenges of scaling at a growing company14:53 - Founding Joyn to solve cross-department collaboration17:26 - R&D and customer team misalignment21:20 - Executives and the unseen cost of simple asks24:06 - The buffer role between teams and executives26:17 - Joyn’s role in connecting data and bridging gaps35:01 - Meeting customers where they work38:51 - AI as an aggregator of business information41:23 - Ethical AI concerns in the race to innovate45:15 - AI becoming a cost of doing businessEnjoy! I know I sure did…Larissa’s Linkedin: https://www.linkedin.com/in/larissa-licha-0441738b/Joyn: https://www.joyn.one/ 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/dcspThank 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 - Intro04:19 - Early career at AOL and Microsoft07:33 - Learning from Microsoft’s transformation10:02 - Defining digital customer success11:38 - Enhancing self-service through data13:55 - The importance of smooth handoff to humans15:06 - Building unified digital experiences at Salesforce18:45 - Success score transparency and customer insights22:58 - AI-driven customer interactions and adoption28:34 - Launching Einstein service agent36:00 - Conversational future of customer service40:03 - Voice-powered AI interactions44:49 - B2C leading in digital customer experiencesEnjoy! I know I sure did…Bernard's LinkedIn: https://www.linkedin.com/in/bslowey/ 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/dcspThank 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.comThe Ultimate Guide to Digital CS: 4 Pillars for Success w/ Alex Turkovic & Jan Young: https://zoom.us/webinar/register/6817263533053/WN_GqOn3y7JSZWBt_YM3i87kw#/registrationIn 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 MetricsMarketing Campaign MetricsProgram Specific MeasuresAttributionChapters:00:00 - Intro01:14 - News03:04 - Measuring your Digital CS Program04:28 - Traditional CS Metrics in Digital06:57 - Marketing Campaign Metrics08:31 - Digital CS Program Specific Metrics10:44 - Attribution12:09 - Examples of Measuring Attribution in DCS17:04 - How do you action unengaged accounts/contacts?20:18 - RecapEnjoy! 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/dcspThank 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 connection06:51 - Bob’s Growth Mixtape: A podcast about life, not CS08:23 - Humanizing customer conversations in business11:23 - Coaching hockey and finding parallels in consulting13:26 - Overcoming bias in consulting and discovery15:45 - The digital success sweet spot18:13 - Navigating the balance of analysis and action in consulting20:57 - The rise of customer portals and integrated success plans23:11 - Combining digital with human for optimal onboarding27:56 - Building a personal brand on LinkedIn: Tips and takeaways31:42 - Bob’s content dietEnjoy! I know I sure did…Bob’s Linkedin: https://www.linkedin.com/in/bmathers/ 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/dcspThank 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 - Intro00:02:36 - Mary Caballero’s background and journey00:04:58 - Balancing technical and customer roles00:06:22 - Defining digital customer success00:08:08 - Tools for scaling customer communication00:10:41 - Key contacts and stakeholder departures00:13:47 - Challenges of traditional training methods00:15:02 - The role of personalization in customer success00:18:29 - Leveraging NPS beyond the score00:20:55 - Transforming detractors into champions00:22:08 - Lessons learned in a startup environment00:25:27 - Scaling onboarding processes00:27:53 - Content recommendations for professional growth00:29:36 - Integrating customer success and marketing00:34:36 - Shoutouts and key mentorsEnjoy! I know I sure did...Mary’s Linkedin: https://www.linkedin.com/in/mary-caballero/ 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/dcspThank 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 paradigms12:40 - Transitioning from transactional to subscription models16:44 - Clearfeed: Transforming Slack into a help desk18:39 - Customer love for real-time communication22:21 - Fragmented experiences: No app, no problem24:38 - Use cases beyond B2B: SMB and tertiary markets30:48 - B2B learning from B2C customer engagement31:13 - The role of bots and AI in customer interactions41:02 - Balancing product development and customer feedbackEnjoy! I know I sure did…Joydeep’s Linkedin: https://www.linkedin.com/in/joydeeps/ Support the show+++++++++++++++++Like/Subscribe/Review:If you are getting value  from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.  Website:For more information about the show or to get in touch, visit DigitalCustomerSuccess.com. Buy Alex a Cup of Coffee:This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcspThank 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 management12:17 - Revenue ownership in customer success15:14 - Scaling customer success globally17:01 - Digitizing renewals and the customer experience19:25 - Job market challenges and pivots24:39 - Breaking into digital CS: Key skills and focus30:20 - Strategic relationships in CX and CS33:34 - Redefining onboarding with action-based metrics37:51 - Immersive digital experiences in B2CEnjoy! I know I sure did...Jess' LinkedIn: https://www.linkedin.com/in/jessicareserosborn/Content:Unlocking Us with Brené Brown: https://brenebrown.com/podcast-show/unlocking-us/Blinkist: https://blinkist.o6eiov.net/JzEe1aShoutouts:CS CollectiveLayton Chainey: https://www.linkedin.com/in/laytonchaney/Sue Nabeth Moore: https://www.linkedin.com/in/sue-nabeth-moore-6470905/ 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/dcspThank 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 JourneyDataAutomationContentChapters:01:05 - News and Reviews07:18 - Four Pillars of Digital CS10:05 - Pillar 1: Customer Journey16:05 - Pillar 2: Data & Data Cleanliness20:41 - Pillar 3: Automation24:28 - Pillar 4: Content29:34 - RecapA few resources mentioned in this episode:Article: The Digital CS Sweet Spot: https://digitalcustomersuccess.com/dcs-sweet-spot/The Digital CS Tech Stack: https://digitalcustomersuccess.com/tech-stack/And don't forget to check out Sara Roberts and Christine Raby's course, LinkedIn Mastermind: http://www.bayviewtalent.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/dcspThank 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 organizations08:07 - Analyzing customer conversations10:23 - Identifying growth opportunities14:32 - Human and digital go hand-in-hand17:29 - Customer segmentation challenges19:29 - Internal collaboration models23:52 - CS as a strategy25:07 - CSQL programs and challenges30:01 - Trust issues in teams37:14 - AI in the market40:03 - Future of AI toolsEnjoy! 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.+++++++++++++++++ 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/dcspThank 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 → SaaS05:38 - Sales → Customer Success10:19 - Importance of Post-Sale Revenue Growth15:05 - RevSetter: The Revenue-Focused CSP20:37 - Digital Tactics for Customer Onboarding23:05 - User Experience: RevSetter’s Approach25:14 - Modernizing CS with Flexible Tools33:25 - Innovative Digital Motions in SaaSEnjoy! I know I sure did...Haydar's LinkedIn: https://www.linkedin.com/in/haydaralsaad/RevSetter: https://revsetter.com/Resources:Topline Podcast: https://www.salestalentagency.com/topline-podcast/Customer Success Podcast: https://www.csmpractice.com/podcastShoutouts:Jan Young: https://www.linkedin.com/in/jan-young-cx/Daphne Costa Lopes: https://www.linkedin.com/in/daphnecostalopes/+++++++++++++++++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.+++++++++++++++++ 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/dcspThank 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 education02:26 - Music and customer education06:59 - Leadership lessons from Fred Rogers07:59 - Brain science in sales11:05 - The problem with sales handoffs17:42 - Balancing micro-learning and mastery19:08 - Two pillars of education strategy27:18 - Challenges in measuring ROI30:13 - Forrester’s findings on customer education32:35 - The importance of strategic planning36:59 - Defining an education qualified lead40:10 - Impact of the pandemic on education44:11 - Strategies for measuring impact46:17 - Building relationships for data access47:16 - Benefits of education moving to marketing49:02 - Avoiding mistakes in education strategy50:56 - The importance of reach and frequencyEnjoy! I know I sure did...Shoutouts:Andrew DeBell: https://www.linkedin.com/in/andrewdebell/Jay Nathan: https://www.linkedin.com/in/jaynathan/Dee Kapila: https://www.linkedin.com/in/deekapila/Books: Creative Act by Rick Rubin: https://amzn.to/3WvCDBL Leadership Revolution by Lori Hazan: https://amzn.to/4bS2zvR+++++++++++++++++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.+++++++++++++++++ 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/dcspThank 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 - Intro00:01:18 - Rod’s Background and Path to CS00:02:42 - Journey from Product to Customer Focus00:03:45 - Intuit’s Customer-Centric Approach00:04:27 - Applying Experience Design Principles00:05:02 - Hello CCO00:07:00 - Developing Executive-Level Skills00:09:08 - Practical Impact of REACH Framework00:10:29 - Importance of Marketing Playbooks00:11:16 - Commercial Focus in CS Teams00:13:03 - Learning from Digital Marketing00:15:45 - Embracing Digital and AI in CS00:16:15 - Prioritizing Accounts with Growth PotentialEnjoy! I know I sure did...Rod's LinkedIn: https://www.linkedin.com/in/rodcherkas/Rod's Website: https://hellocco.comRod'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.+++++++++++++++++ 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/dcspThank 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 itBuilding Customer Health Scores without the benefit of product TelemetryAlong the way, I also share a few news items and resources with you.Enjoy! I know I sure did...Resources:Virtual Scale & Digital Meetup Survey LinkLatest Digital CX ArticlesHubspotChurnZeroEveryday AI5 Simple Ways to use Generative AI Every DayDCS Connect Slack CommunityDigital Customer Success bookHealth Scores without Telemetry post 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/dcspThank 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 software05:19 - Higher education and academic technologist06:59 - Joining Heap and instructional design10:26 - Connecting the dots in scaling functions12:26 - Data management during mergers15:15 - Adapting with a growth mindset19:49 - Practical use of AI in the workplace31:45 - Future of customer education and AI39:54 - Enhancing automation with AIEnjoy! I know I sure did...Eric's LinkedIn: https://www.linkedin.com/in/ericmistry/Resources:Meco App for collating newslettersTim Ferriss ShowRange by David EpsteinMillion Dollar Weekend by Noah KaganImaginable by Jane McGonigalBefore the Coffee Gets Cold by Toshikazu KawaguchiShoutouts:Joe Ryan (Customer Education Weekly)Shannon Howard+++++++++++++++++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.+++++++++++++++++ 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/dcspThank 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 Slacks07:44 - Aaron’s journey into customer success12:28 - Importance of hospitality experience in CS17:14 - Digital customer experience definition19:33 - Leveraging data in digital strategies26:50 - Rethinking the traditional QBR34:37 - B2B learns from direct-to-consumer strategies36:34 - Effective tools in digital CS40:20 - The missing piece in customer success platformsEnjoy! 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 HummelShoutouts:Simon Kriss: https://www.linkedin.com/in/simonkriss/Percy Rose: https://www.linkedin.com/in/percyrose/Mickey Powell: https://www.linkedin.com/in/mickeypowell/+++++++++++++++++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.+++++++++++++++++ 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/dcspThank 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 managemen05:25 - How Preetam got started in AI and data engineering14:00 - The difference between AI and machine learning18:10 - Some practical applications of AI in customer success21:14 - An overview of the FunnelStory platform24:26 - Predictive and prescriptive elements27:46 - Product telemetry and customer insights30:26 - Collaboration between product and customer success teams33:11 - Innovative uses of predictive analytics in customer engagement38:19 - Discovering hidden metrics through data analysis39:16 - Leveraging AI and ML for pattern recognition in CSEnjoy! 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.+++++++++++++++++ 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/dcspThank 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