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

Hey, digital CX trailblazers! Ever wondered how to move beyond basic AI tasks and build a true AI "team" for your business? In Episode 110 of the DCX Podcast, I dive headfirst into the world of building managed agents in Claude. This isn't your average chatbot; we're talking about sophisticated AI entities that can automate complex workflows, coordinate with each other, and even learn from their past actions.I share my journey of using Claude to audit my own business and identify 36 potential agents – from content scouts to student support – and discuss how these AI team members can transform efficiency. We'll break down the core components of managed agents (agents, environments, credentials vaults, memory stores, and sessions) and explore how you can use them to streamline everything from podcast production to customer success management. Imagine AI agents monitoring for churn, identifying upsell opportunities, or even triaging guest pitches! This episode is packed with practical insights to help you start thinking about your own AI team.The prompt:"I am wanting to automate my business via a series of Claude Managed Agents doing a variety tasks that are currently being done either manually or via scheduled tasks in Cowork or Routines in Claude Code.I want to be quite niche with who these agents are so that tasks can be delegated to a high degree of detail across those agents. That means I'll also need some agents that coordinate with each other to get broader tasks done by their sub teams, much like a team structure works in the workplace.I would like you to audit my business based on conversations I've had with Claude and tools you have access to. Then create a detailed list of agents you suggest be created to help automate and coordinate this work.Also, make suggestions for additional tools needed to execute this work, however try to manage within the tools we already have in our tech stack.Ask me any clarifying questions you have until you are 100% certain of the task you need to accomplish and that you'll execute it to a high degree of accuracy." If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass. Support the show+++++++++++++++++Like/Subscribe/Review:If you are getting value  from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.  FREE Digital CX Maturity Assessment:Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass:An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!Subscribe to the Newsletter:A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.Thank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

9/17/26 • 29:37

Ever felt like you're talking to a wall with some of your customers? We all have that "silent segment" - those accounts that have seemingly ghosted us, showing no activity, sending no support tickets, yet potentially still showing "green" on our health scorecards. It's a common dilemma, and frankly, it's one of the scariest scenarios in customer success because silence often precedes churn.In this episode, I dive into how to identify these silent customers, differentiate between healthy silence and warning-sign silence, and – most importantly – what to do about it. We'll explore two key metrics to track, four customer segments based on their engagement patterns, and even a third, often overlooked type of "silence" that can plague your organization. Plus, I share how AI can be a game-changer in surfacing those hidden signals. Join me to learn how to turn silent customers into active, engaged, and retained ones. Support the show+++++++++++++++++Like/Subscribe/Review:If you are getting value  from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.  FREE Digital CX Maturity Assessment:Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass:An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!Subscribe to the Newsletter:A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.Thank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

9/8/26 • 15:51

This week on the DCX Podcast, I'm thrilled to chat with Kat Kenny, a true force in the digital customer experience space. Kat, known for her impactful work at Gainsight and now leading digital initiatives at Drata, shares her incredible journey from sales to scaling digital CS programs.We dive deep into how she leverages Digital Adoption Platforms (DAPs) to tackle customer friction points, transforming onboarding with in-app checklists and guided tours. Kat reveals how her team slashed time-to-value by 55% for early-stage customers – a truly fantastic win! We also explore the groundbreaking ways AI is democratizing data access, allowing her team to build dashboards and prove business impact faster than ever. It's a game-changer for understanding program effectiveness and avoiding those dreaded "vanity metrics." Plus, we discuss her innovative approach to customer education, using AI to create engaging, gamified learning experiences. If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass. Support the show+++++++++++++++++Like/Subscribe/Review:If you are getting value  from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.  FREE Digital CX Maturity Assessment:Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass:An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!Subscribe to the Newsletter:A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.Thank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

9/1/26 • 42:05

In this episode, I had the pleasure of chatting with Karessa Parish, a true veteran of the digital customer success space. If you've been grappling with how to differentiate digital CS from scaled CS, or how to build out effective self-onboarding programs, this episode is a must-listen.Karessa shares her unique journey from middle school teacher to a leader in digital customer experience, highlighting how that "scrappiness" and educational mindset translates directly into building scalable, customer-centric programs. We dive deep into why digital CS acts as "the connective tissue" between customer touchpoints, making sure customers get the support they need even when a CSM isn't directly involved. Karessa also unpacks her strategy for internal "roadshows," fostering cross-functional collaboration, especially with product marketing, to ensure a unified and consistent customer experience. We explore the nuances of community building, gamification, and the ongoing challenge of customer engagement. Join us for a candid conversation packed with practical insights you can apply to your own digital CX initiatives. If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass. Support the show+++++++++++++++++Like/Subscribe/Review:If you are getting value  from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.  FREE Digital CX Maturity Assessment:Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass:An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!Subscribe to the Newsletter:A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.Thank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

8/18/26 • 38:08

In this exciting episode, we catch up with the insightful Eric Mystery, who returns to share his journey into AI transformation at Zapier. Eric, a longtime expert in customer education and deeply entrenched in AI's evolution, now combines these passions to bridge the gap between AI aspiration and real-world implementation for Zapier customers and internal teams.We dive deep into why mastering AI and digital tools is less about specific platforms and more about cultural adaptation and a "maker mindset." Eric emphasizes that the ability to quickly switch tools, adapt, and learn new technologies is the number one skill set in today's rapidly evolving digital landscape. He shares practical advice for navigating restricted environments, building personal solutions, and leveraging AI to supercharge customer education, moving from simply consuming content to actively creating and iterating. If you're pondering the future of customer experience and education through an AI lens, this episode offers invaluable perspectives. If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass. Support the show+++++++++++++++++Like/Subscribe/Review:If you are getting value  from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.  FREE Digital CX Maturity Assessment:Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass:An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!Subscribe to the Newsletter:A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.Thank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

5/12/26 • 46:49

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. If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass. Support the show+++++++++++++++++Like/Subscribe/Review:If you are getting value  from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.  FREE Digital CX Maturity Assessment:Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass:An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!Subscribe to the Newsletter:A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.Thank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

4/21/26 • 51:47

Ever felt like you're constantly playing catch-up in customer experience? What if you had an AI assistant working proactively for you, around the clock? In this episode we dive deep into the game-changing potential of agentic AI, specifically highlighting the new scheduling feature within Claude Cowork.Until recently, true agentic AI was largely reserved for technical experts. But with Claude Cowork, it's now accessible to the masses, allowing you to automate repetitive, insightful tasks – from daily health reports to weekly QBR prep and churn signal digests. Alex explains how this isn't just about simple automation; it's about spinning up a full agentic loop that reads context, calls tools, and adapts its output. While some limitations exist (hello, Mac desktop app!), the ability to schedule recurring, complex tasks in natural language is a massive unlock for anyone in CX. Get ready to shift from reactive to proactive and reclaim your time!Download our Digital CX Claude Plugin Suite: shop.digitalcustomersuccess.com If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass. Support the show+++++++++++++++++Like/Subscribe/Review:If you are getting value  from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.  FREE Digital CX Maturity Assessment:Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass:An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!Subscribe to the Newsletter:A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.Thank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

3/17/26 • 25:12

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.  FREE Digital CX Maturity Assessment:Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass:An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!Subscribe to the Newsletter:A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.Thank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

3/10/26 • 17:33

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.  FREE Digital CX Maturity Assessment:Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass:An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!Subscribe to the Newsletter:A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.Thank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

3/3/26 • 23:00

Today I’m joined by Stephanie Blair, Founder of Know & Flourish (https://knowandflourish.com/), for a practical conversation on digital career growth in Customer Success. We dig into how to build a career identity (not just a title), why experimentation matters, and how to expand your lane without burning out. You’ll hear a real-world example from my team of turning a scrappy spreadsheet into a lightweight web tool, and what that kind of initiative can do for your brand inside the business.We also talk about the shift in CS org design: the rise of digital program managers, AI-assisted workflows, and yes - why human, IRL moments still win renewals. If you’re exploring a pivot into CS (from sales/marketing/product) or within CS (service → expansion, or IC → leader), Stephanie breaks down how to translate your skills, control your narrative, and interview like a peer.Housekeeping: I’ll be co-chairing the CS Summit in Austin later this month, and the Digital CX Masterclass is coming soon join the waitlist at https://DigitalCustomerSuccess.com/Masterclass to be first in line. If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass. Support the show+++++++++++++++++Like/Subscribe/Review:If you are getting value  from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.  FREE Digital CX Maturity Assessment:Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass:An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!Subscribe to the Newsletter:A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.Thank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

2/10/26 • 40:25

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 If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass. Support the show+++++++++++++++++Like/Subscribe/Review:If you are getting value  from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.  FREE Digital CX Maturity Assessment:Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass:An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!Subscribe to the Newsletter:A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.Thank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

11/4/25 • 56:59

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.  FREE Digital CX Maturity Assessment:Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass:An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!Subscribe to the Newsletter:A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.Thank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

10/7/25 • 21:32

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.  FREE Digital CX Maturity Assessment:Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass:An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!Subscribe to the Newsletter:A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.Thank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

9/30/25 • 15:57

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.  FREE Digital CX Maturity Assessment:Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass:An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!Subscribe to the Newsletter:A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.Thank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

9/23/25 • 16:52

Digital CS consultant Holly Goodliffe joins the Digital CX podcast to share her journey from the nonprofit world to tech leadership and discuss the evolving role of digital CS in complex, stakeholder-rich environments. She and Alex explore how simplifying digital engagement, deploying timely CTAs, and adopting a Scrum mindset can empower teams to drive smarter, scalable customer experiences.Chapters:Complexity, stakeholders, and collaboration  Navigating toes and turf wars  Building trust through shared strategy  Key traits of successful digital leaders  What Holly’s clients are asking for now  Digital doesn’t have to be daunting  Spotify Wrapped vibes for B2B  The data dilemma and simple starts  Omnichannel kindergarten vs. strategy  The art of simple, timely CTAs  Scrum mindset for digital execution  Staying smart with content and courage  Enjoy! I know I sure did…Holly's Linkedin: https://www.linkedin.com/in/hollygoodliffe/ If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass. Support the show+++++++++++++++++Like/Subscribe/Review:If you are getting value  from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.  FREE Digital CX Maturity Assessment:Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass:An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!Subscribe to the Newsletter:A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.Thank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

4/8/25 • 36:41

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/ If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass. Support the show+++++++++++++++++Like/Subscribe/Review:If you are getting value  from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.  FREE Digital CX Maturity Assessment:Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass:An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!Subscribe to the Newsletter:A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.Thank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

3/18/25 • 33:31

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.  FREE Digital CX Maturity Assessment:Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass:An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!Subscribe to the Newsletter:A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.Thank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

3/4/25 • 18:59

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 ! Alex@digitalcustomersuccess.comEnjoy! I know I sure did... If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass. Support the show+++++++++++++++++Like/Subscribe/Review:If you are getting value  from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.  FREE Digital CX Maturity Assessment:Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass:An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!Subscribe to the Newsletter:A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.Thank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

2/25/25 • 28:30

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/ If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass. Support the show+++++++++++++++++Like/Subscribe/Review:If you are getting value  from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.  FREE Digital CX Maturity Assessment:Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass:An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!Subscribe to the Newsletter:A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.Thank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

2/18/25 • 40:08

David Wachs, founder and CEO of Handwritten, joins the show to discuss how automated handwritten notes can create meaningful customer connections at scale. He and Alex explore the power of personalized outreach, the role of robotics in writing thank-you notes, and how businesses can use this approach to surprise, delight, and build stronger relationships with their customers.Chapters:00:00 - Why handwritten notes still matter  02:22 - Introducing David Wachs of Handwritten  02:36 - How robots write handwritten notes  04:09 - Scaling personalization with automation  05:57 - The power of thank-you notes in business  10:29 - Inside Handwrytten’s robot-powered facility  13:41 - Handwritten notes as a CS game-changer  16:04 - Turning complaints into superfans  23:07 - How handwritten notes surprise and delight  25:58 - Common mistakes to avoid with automation  30:16 - The role of data in personalized outreach  Enjoy! I know I sure did…David's LinkedIn: https://www.linkedin.com/in/davidwachs/ If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass. Support the show+++++++++++++++++Like/Subscribe/Review:If you are getting value  from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.  FREE Digital CX Maturity Assessment:Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass:An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!Subscribe to the Newsletter:A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.Thank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

2/11/25 • 35:35

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! If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass. Support the show+++++++++++++++++Like/Subscribe/Review:If you are getting value  from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.  FREE Digital CX Maturity Assessment:Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass:An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!Subscribe to the Newsletter:A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.Thank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

2/4/25 • 29:07

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/ If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass. Support the show+++++++++++++++++Like/Subscribe/Review:If you are getting value  from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.  FREE Digital CX Maturity Assessment:Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass:An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!Subscribe to the Newsletter:A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.Thank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

1/28/25 • 44:25

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 If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass. Support the show+++++++++++++++++Like/Subscribe/Review:If you are getting value  from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.  FREE Digital CX Maturity Assessment:Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass:An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!Subscribe to the Newsletter:A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.Thank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

1/21/25 • 47:49

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/ If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass. Support the show+++++++++++++++++Like/Subscribe/Review:If you are getting value  from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.  FREE Digital CX Maturity Assessment:Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass:An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!Subscribe to the Newsletter:A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.Thank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

1/14/25 • 48:05

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/ If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass. Support the show+++++++++++++++++Like/Subscribe/Review:If you are getting value  from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.  FREE Digital CX Maturity Assessment:Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass:An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!Subscribe to the Newsletter:A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.Thank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

1/7/25 • 48:05

Support the show+++++++++++++++++Like/Subscribe/Review:If you are getting value  from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.  FREE Digital CX Maturity Assessment:Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass:An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!Subscribe to the Newsletter:A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.Thank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

12/31/24 • 11:07

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. If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass. Support the show+++++++++++++++++Like/Subscribe/Review:If you are getting value  from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.  FREE Digital CX Maturity Assessment:Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass:An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!Subscribe to the Newsletter:A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.Thank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

12/24/24 • 27:08

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/ If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass. Support the show+++++++++++++++++Like/Subscribe/Review:If you are getting value  from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.  FREE Digital CX Maturity Assessment:Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass:An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!Subscribe to the Newsletter:A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.Thank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

12/17/24 • 57:46

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/ If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass. Support the show+++++++++++++++++Like/Subscribe/Review:If you are getting value  from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.  FREE Digital CX Maturity Assessment:Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass:An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!Subscribe to the Newsletter:A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.Thank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

12/10/24 • 52:13

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/ If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass. Support the show+++++++++++++++++Like/Subscribe/Review:If you are getting value  from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.  FREE Digital CX Maturity Assessment:Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass:An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!Subscribe to the Newsletter:A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.Thank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

12/3/24 • 48:19