Explorez tous les épisodes de The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.
Plongez dans la liste complète des épisodes de The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.. Chaque épisode est catalogué accompagné de descriptions détaillées, ce qui facilite la recherche et l'exploration de sujets spécifiques. Suivez tous les épisodes de votre podcast préféré et ne manquez aucun contenu pertinent.
Rows per page:
50
1–50 of 97
Date
Titre
Durée
28 May 2023
Welcome to the Digital Customer Success Podcast!
00:04:49
In this first episode of The Digital Customer Success Podcast I introduce what we are trying to do here, which is to create community around digital CS and to pull you in on conversations we'll be having with industry innovators.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
13 Jun 2023
Generative AI in Customer Success with Mickey Powell of UpdateAI | Episode 001
00:46:13
Mickey Powell (co-founder of UpdateAI) has been at the forefront of the discussion around the use of generative AI in customer success. He is the author of ChatGPT for Customer Success, an e-book which explains the basics as well as some advanced use cases for AI in CS.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
20 Jun 2023
Digital CS Best Practices with Chad Horenfeldt | Episode 002
00:54:30
Not only does Chad Horenfeldt have an incredible background in CS, published his own podcast (along with other great content) and is involved in various CS organizations...but he's working on a new book as well! I was excited to chat with Chad about his own Success and Failures (hint hint) in establishing and running Digital CS programs.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
27 Jun 2023
The Admin's Perspective with Bhavani Prasad | Episode 003
00:44:53
Bhavani Prasad currently serves as a Team Lead on one of Gainsight's Customer Success Consultant teams. In this role, he has a ton of exposure to how different companies are going about implementing their digital customer success strategies. I was excited to interview Bhavani to learn what, from an administrator's perspective is imperative in getting digital cs strategies off the page and into practice.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
04 Jul 2023
Building Effective Customer Scorecards with Jeff Beaumont of GitLab | Episode 004
00:56:18
If deep intel on how to develop a Customer Scorecard is what you want, then this interview with Jeff Beaumont will deliver! Jeff is someone who has spent a lot of cycles thinking critically about the topic of health scores and digital CS in general...we are the lucky ones who benefit from the knowledge he's attained.
In this episode, Jeff and I discuss the anatomy of digital motions, his key takeaways from Pulse '23, strategies for building effective customer health scores, scoring frameworks (PROVE & DEAR), among other things!
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
11 Jul 2023
Jeff Breunsbach from Gain Grow Retain and Higher Logic | Episode 005
00:52:49
I thoroughly enjoyed my conversation with Jeff in this week's episode. Most of you will probably know him from Gain Grow Retain and his constant presence on LinkedIn. I was excited for this interview as Jeff has talked with so many amazing CS leaders and as such, has had his finger on the pulse for quite a few years now.
In this episode, Jeff and I discuss the evolution of Digital Customer Success, practical advice for those getting started in DCS, the benefits of office hours and user-generated content, building customer relationships over time , among other things!
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
18 Jul 2023
Jan Young of JanYoungCX and The Success League | Episode 006
01:01:54
You've likely seen Jan Young in various Customer Success communities such as the CS Office Hours and Rev Room. Most recently, she has launched JanYoungCX, providing courses, coaching & consulting in customer led growth. Her contributions to the CS community are numerous and always valuable, which is why I was so delighted to have her on the show!
In our conversation, we discuss (among other things) using tools to drive internal efficiencies, personalized content, generative AI and going beyond prompting, preparing for a tool's implementation, etc.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
25 Jul 2023
Creating Culture Around Effective Customer Success w/ Ralphie English of Deepgram & Radical CS | Episode 007
00:45:43
It's easy to see why Ralphie English received the 2023 Customer Success Leader of the Year award at the Customer Success Excellence Award once you spend even a little bit of time with her. Not only is she an innovator in the digital CS space, having built a lot of creative engagement strategies for Deepgram customers, but she's also a fantastic leader both for her team and the wider CS community via her consultancy, Radical CS.
One fascinating aspect of her work with Deepgram is that there is no such thing as 'in-app' engagement with her customers as they are API-based , not SaaS - and there are some fascinating ways that she gets around this with her tech stack.
In our conversation, Ralphie and I discuss a wide array of topics including:
The CS Excellence Awards
Building CS and Digital CS functions from the ground up
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
01 Aug 2023
Operating Digitally in an On-Prem Environment with Stacie Chaney of | Episode 008
00:42:12
There is a small but mighty bunch of customer success leaders who are tasked with operating a Digital Customer Success program within the confines of an on-prem software product - and Stacie Chaney of VMware and I happen to be two of them!
So of course we talk about that in this episode and Stacie provides some amazing insight and tactics from her own DCS practice that have very real and practical implications now.
Stacie also discusses her background in Marketing and how well it translates into a career in CS.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
08 Aug 2023
Joel Passen of Sturdy.ai on Delivering Value with Clean Data and Being All-in on AI Before It Was Cool | Episode 010
00:50:34
Joel Passen might not be your go-to guest for a Customer Success podcast as he has spent the majority of his career leading revenue teams. But after just a few minutes of discussion, you quickly realize that Joel intimately understands what it takes to deliver on the customer journey and value outcomes for customers post-sale.
In this episode, we discuss how he and his team at Sturdy.ai are helping their customers prevent churn with data and AI driven intelligence. We also get into the weeds about data in and between systems, CS' position within organizations and delivering customer value digitally.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
04 Aug 2023
SPECIAL EPISODE - BS & CS Crew: Kristi Faltorusso, Jon Johnson, Josh Schachter & Mickey Powell | Episode 009
00:55:53
OK - this one was extra fun!
In this special episode of the show, I had the pleasure of hosting the amazing BS & CS Crew from the Unchurned podcast: Kristi Faltorusso (ClientSuccess), Jon Johnson (UserTesting), Josh Schachter (UpdateAI) & Mickey Powell (UpdateAI).
Needless to say, we had a lot of fun waxing poetic about Digital Customer Success and about a dozen other tangents.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
15 Aug 2023
Taking Innovation and Generative AI from Buzzword to Practical with Simon Kriss of the Customer Innovation Experience Institute | Episode 011
00:43:33
Simon Kriss, author of "The AI Empowered Customer Experience" and CX Futurologist joins me this week for an in-depth conversation about the mindset that it takes to be truly innovative, use cases for Gen AI in CX, among other topics.
It's a fascinating glimpse into how he advises the many boards and c-suite execs on how to truly innovate and craft their customer experience.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
22 Aug 2023
Nick Mehta and Kellie Capote of Gainsight on Digital Customer Success, the State of CS & Diversity in Tech | Episode 012
00:59:08
Immerse yourself in an enlightening conversation with the dynamic duo, Kellie Capote and Nick Mehta, CCO and CEO (respectively) of Gainsight! Discover the unique blend of cross-functional relationships and a growth mindset that has driven Kellie's fascinating career trajectory. Get an exclusive peek into Nick's rise from a bio chemistry major to where he is today. Together, they explore the challenges and rewards that come with a customer success role, emphasizing the importance of harnessing passion and data-driven problem-solving.
We then venture into the world of Digital Customer Success, where Kellie and Nick offer valuable insights on how leveraging technology and self-service capabilities can enhance customer interactions. They also delve into how Gainsight implements in-app walkthroughs and engagements to guide customers effectively. But the conversation doesn't stop there. We also explore gender diversity within customer success, and how Kellie and Nick have fostered growth, innovation, and a seamless customer experience within their teams.
Lastly, we discuss the importance of diversity and career opportunities in the workplace. Learn from Kellie and Nick about the potential pathways available for underrepresented backgrounds, from CSM to VP, CCO, CRO, CEO, and board member. Hear their advice on how attitude, initiative, and flexibility can make you stand out and accelerate your career growth. We wrap up the conversation with a focus on the vital role of customer health scores in digital success. Listen in as we discuss how both quantitative and subjective data can provide invaluable insights for businesses. Don't miss out on this enriching conversation loaded with insights from tech, business, and beyond!
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
29 Aug 2023
Revolutionizing Digital Customer Experience with Micro-Learning and Ed-Tech with Jen Jackson of Litmos | Episode 013
00:48:36
This week I spoke with Jen Jackson, a stellar customer experience leader at Litmos with a rich history in support & CS leadership. In our discussion, she delves into the world of micro-learning, the power of support metrics, and the vital role data insights play in shaping up customer success.
Discover how Jen is revolutionizing customer experience by integrating rapid-fire micro-training into her strategies, empowering customers to learn swiftly and effectively. We discuss how defining the outcomes of digital CX is paramount, and the importance of internal collaboration and harnessing the power of LinkedIn comments for valuable tips and advice.
This episode is a goldmine of wisdom from a dynamic leader driving the future of digital customer success. Tune in and equip yourself with the tools and insights to improve your own customer success program. You can't afford to miss this one!
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
05 Sep 2023
Digital Customer Success from a CS Operations Perspective with Matthew Lind | Episode 014
00:59:34
It has become quite apparent in recent years that a solid Digital Customer Success program relies heavily on a solid CS Operations function. Join me, Alex Turkovic, in a riveting conversation with Matthew Lind, a Gainsight expert and operations leader, known for his unique approach to solving complex CS problems.
As we kick off, we examine the evolution CS over the last few years. You'll learn how operations can make or break digital programs and why data hygiene isn't something you should overlook. We'll also talk about the challenges of dealing with outdated contacts and why manual data clean-up is often necessary. Matthew shares his expert advice on how to prepare for the successful implementation of a customer success platform.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
12 Sep 2023
Data-Driven Decision Making in Digital Customer Success with Dan Ennis of Monday.com | Episode 015
00:50:16
Dan Ennis of Monday.com, a seasoned expert in the CS community and Monday.com's own digital ace joins us this week. Dan gives us a guided tour of his career journey, transitioning from roots in customer service call centers to account management, and finally, the realm of CS.
His insights offer us a fresh perspective on handling different contact personas within a company and the value of data-driven decision making.
As we dig deeper into the conversation, we encounter the realities of Monday.com's diverse customer base, its challenges, and its opportunities. Dan teaches us the art of identifying potential champions through data, and how integrating marketing disciplines, like attribution, can help to scale customer success motions.
He also underscores the importance of maintaining data hygiene through user identification and human validation.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
19 Sep 2023
Building a CS Ops Function Around Clean Data and Automations with Michael Bojanski of Learn to Win | Episode 016
00:43:58
Join us for a compelling discussion with Michael Bojanski, Director of Customer Success Operations and Support at Learn to Win and recent winner at the Customer Success Excellence Awards. Michael’s insights draw from a diverse career journey, ranging from pre-med study abroad and an MBA, to Amazon fulfillment centers and various Operations & Marketing roles.
In our chat, Michael provides a comprehensive view on the ins and outs of implementing client success motions and automating processes for Sales to CS handoff, Renewals & Sales Assistance Requests. He emphasizes the crucial role of clean customer data in building up an operations function.
We also delve into the topic of internal training/change management. Michael shares how he harnessed his own software to introduce new processes within his team, underlining the value of quizzes to identify knowledge gaps.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
26 Sep 2023
Elevating Customer Success Through Accessibility with Alex Farmer of Nezasa and Customer Success Excellence Awards | Episode 017
01:05:34
I'm thrilled to bring you a vibrant conversation with Alex Farmer, the founder of the Customer Success Excellence Awards and Chief Customer Officer at Nezasa. He brings a wealth of knowledge from the frontlines of various customer-facing role experience, particularly in the startup realm. Through our rich discussion, we explore how to personalize your customer success processes, streamline tech stack elements into a unified, customer-centric overlay, and much more.
Join us as we take a deep dive into the art of enhancing customer experience and accessibility. With Alex's expertise, we unpack strategies to establish a single access point across multiple systems for your customers. We also shed light on empathizing with customers to better grasp their needs and confusion. We also explore the Customer Success Excellence Awards program founded by Alex, with a mission to honor those in the industry that are putting in the hard work to make customers successful.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
03 Oct 2023
Iterating Your Way to Digital Customer Success Maturity with Aaron Hatton from Gainsight | Episode 018
00:50:21
Get ready for an enlightening conversation as we sit down to converse with Aaron Hatton, Digital Customer Success Program Manager at Gainsight. With his vast experience and technical background, Aaron unpacks the intricacies of data, user self-identification, the growth mindset, and much more, giving you invaluable insights into Gainsight's own digital customer success strategies.
In this episode, Aaron recounts how his technical & support background has formed into a career in Digital CS. He offers valuable strategies on tailoring the customer journey and capitalizing on data.
This very tactical episode promises to deliver a wealth of information for anyone interested in the realm of digital customer success.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
10 Oct 2023
Installing a Digital Customer Success Program Into an Existing CS Function with Kailey Killoran at Loopio | Episode 019
00:53:45
A lot of us would like to be a 'fly on the wall' as someone tackles installing a new function into an existing org. In this episode, Kailey Killoran of Loopio will give us just that: a glimpse into her journey of building Loopio's scaled customer success program.
This episode is jam packed as we get into all sorts of topics including:
Kailey's love of learning and how her poli-sci degrees (yes, plural!) have influenced her professionally
The importance of internal enablement when launching these programs
Coordinating with other functions when launching
Integrating yourself into other orgs’ strategies
The importance of celebrating wins!
How to prioritize data cleanliness to make sure it doesn’t bog you down
Building sales’ confidence in the digital experience
How customers benefit from consistency working with a scaled team over a 1:1 CSM
Evolving the tech stack
This episode is packed with valuable insights and practical tips that will elevate your understanding of digital customer success to the next level.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
17 Oct 2023
How Employee Satisfaction Drives Customer Success with Alyssa Nolte of LIFT | Episode 020
00:43:37
Ever wondered how the happiness of your employees could directly impact the success of your customers? Join us as we sit down with Alyssa Nolte of LIFT, a leading provider in the Customer Success (CS) community, to explore this fascinating interplay. Together, we journey through CS fundamentals in the digital realm, investigating key elements like the customer life cycle, personalizing digital content, and transforming customer success teams from cost centers into profit centers.
We place a spotlight on the customer life cycle and the importance of investing in customer relationships from start to finish. Alyssa helps us unpack key CS concepts, demonstrating how prioritization and personalization can drive genuine customer outreach and impactful interactions. We also dive into the world of churn prediction, brand recognition, and nurturing a holistic rapport with your customers.
There is a lot of great actionable insight to unpack in this episode so enjoy! I know I sure did...
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
19 Oct 2023
Digital Customer Success, Laughs & Banter with the Incredible Kristi Faltorusso of Client Success | Episode 021
00:56:28
Wow - what a fun one we have for you today. Kristi Faltorusso certainly needs no introduction. Aside from her resume being a mile long, she currently leads customer teams at Client Success AND runs her own consultancy.
But what I like most about Kristi is her massive contributions to the CS community and the fact that she's not shy about sharing her opinion on things.
It's always fun speaking with Kristi and while we did talk about some great CS related topics, we also talked about other stuff - which I mostly left in...cause hey...why not!?
A few topics discussed today are:
How Kristi is currently re-tooling the team structure and mission at ClientSuccess with a focus on three key areas: Onboarding, Technical Resources & Customer Education
The importance of talking with customers about your re-designs so that you're not doing it in a vaccuum.
Why digital motions tend to fail: additive vs. subtractive building
Unique take on finding existing SaaS tools within your organization
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
24 Oct 2023
Digital Customer Success, AI, Podcasting & Fun with Dillon Young of the Lifetime Value Podcast | Episode 022
01:06:06
As a neutral podcast host, I am not supposed to pick favorites...so I won't.
But if I did - this conversation with Dillon Young ( Lifetime Value Podcast) would rank among my favorites because it combines great insights, a lot of fun and some shared background/experiences into one lovely package.
Yes, there is some fun banter in the episode (you're welcome for those of you who enjoy that). Besides that, Dillon and I discuss quite a few Digital CS related topics including:
Podcasting in CS
The evolution of digital CS towards making CSMs more effective
The infancy of GenAI and speaking the language of prompts
Dealing with data collation and a disjointed tech stack
Optimizing your data so that CSMs have an easier time prepping for calls/meetings
Using downtime to maintain your data and systems so that you can be ready when the wave comes
Mental health and focusing on being careful what and how much you consume on a daily/hourly basis.
I hope you'll have as much fun listening to this episode as Dillon and I had recording it. If you'd like more, go check out his podcast, Lifetime Value - where I'll be a guest this fall as well.
Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue by Nick Mehta, Dan Steinman, Lincoln Murphy and Maria Martinez (forward): https://amzn.to/40bmr95
The Chief Customer Officer Playbook: 8 Strategies that Will Accelerate Your Career and Win You a Seat at the Executive Table by Rod Cherkas, Gemma Cipriani-Espineira (Preface) and Nick Mehta (Foreward) : https://amzn.to/3QtNQA7
The Seven Pillars of Customer Success: A Proven Framework to Drive Impactful Client Outcomes for Your Company by Wayne McCulloch: https://amzn.to/3QCzZHP
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
26 Oct 2023
One of the Digital CS Originals: It’s Lane Holt of Gainsight! | Episode 023
00:53:24
As mentioned at the start of this episode, our CS friend Mickey Powell and his family are experiencing hardship with the loss of a mother and brother in very short succession. If you'd like to help:
Today, I am pleased to offer you this great conversation with one of the original Digital CS practitioners, Lane Holt of Gainsight. When I first got into this whole "digital thing", lane was there for me and helped me shape the program I was working on. She has bravely blazed the trail of this crazy practice and continues to do so with her team, creating some amazing motions focused on personalization.
In this fun discussion, we cover off a number of topics including:
Using your data to know who your customer is and how they are engaging
Using your digital motions to keep your contact data fresh
Team structure at Gainsight and how the digital, pooled and ops teams interplay
Three key skills to look for when hiring for a digital CS role: marketing metrics, customer success, data relationships
Creating digital automations by first doing things manually
Digital Business Reviews
Where to start: at the customer journey’s milestone moments
Three different calendars of events: company, account & persona
As you can see, a lot of info packed into this one.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
31 Oct 2023
Driving Hybrid Customer Success Through Orchestrated Onboarding with Donna Weber | Episode 024
00:53:37
In this episode, I was privileged to be able to sit down with Donna Weber, who literally wrote the book on Onboarding (called Onboarding Matters). The book itself is a fantastic resource for leaders and ICs alike and is aimed at driving a consistent language within an org to ensure that everyone is working together towards positive onboarding outcomes.
Our conversation doesn't just revolve around onboarding however and delves into all sorts of interesting topics related to digital cs:
How digital motions should assist your high touch CSMs be more efficient and be the specialists
Start your digital motions where your repetition exists
Deploying technology before you’re ready for it
The Orchestrated Onboarding Framework in featured in the book
Focus on handoff from sales to onboarding and transferring of information
Hybrid CS and some examples for integrating digital motions in your human motions
Putting yourself into the shoes of your customer
Providing context to your customers at all times so that they know where they are in the journey at all times
Favorite quote from this episode: "Systemize the predictable so that you can humanize the exceptional!"
This conversation was both fun and informative and I hope you enjoy it. I know I sure did...
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
07 Nov 2023
Driving Customer Outcomes at Scale with CS Legend Greg Daines (a.k.a The Churn Doctor) of ChurnRX | Episode 025
00:58:27
In what is probably the most quotable episode of the podcast yet, Greg Daines drops some INCREDIBLE knowledge on the root causes of churn and how digital customer success programs are pivotal in driving long-term retention.
How? By driving consistent Customer Results and addressing the variability inherent in changing customer behaviors.
As you will likely know - Greg is an absolute legend in the CS space and speaking with him invigorated and clarified my own thinking about the programs I'm building.
In our conversation, we talk about:
The hardest thing founders & CEOs have to to nail down is how to make customers successful at scale
The variable you don’t control is the customer propensity to drive change within their organization
The tech doesn’t necessarily help your customer - their ability to change behavior around that technology DOES!
The best predictor of long term retention is customers getting measurable results - CSAT does not predict this and isn’t even correlated with long term retention.
Standardizing what you do around customer outcomes & values. The vast majority of your customers will have a standard set of problems.
Build the digital machine around the things that you know will lead to success in every customer and then report to them on how they are doing along that path.
Magic Words “Our most successful customers do…” Companies look to you to see how they compare with others in the space.
6% of customers know from the beginning where their customer journey is going, which is all the more justification for being their guide in the journey.
Transitioning from tools being a "place to do your work" to tools that tell you what work to do.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
21 Nov 2023
Scaling Customer Success the Totango Way with Chris Dishman | Episode 027
00:50:49
I absolutely love interviewing guests who are deeply embedded and leading CS teams for companies that primarily serve the Customer Success community. That is why this week's chat with Chris Dishman of Totango was such a joy!
It goes without saying that not only does Chris' team run a stellar customer success program, but they also advise clients on best practices and have a birds eye view into how many of their customers are approaching CS.
In our chat, we talk a bit about Chris' background and how he went from being a Totango customer to employee/leader. After that, we get deep into topics like:
The current and future states of health scoring
Best practices when building out your own scoring
The right (and wrong) time to implement a CSP
CS Operations
Human and digital motions working together.
Working cross-functionally to drive customer outcomes
Digital/Video Business Reviews
My favorite quote from the episode: "Scaled CS isn't all-or-nothing - you can have variations and flavors of human and machine working together."
For those in the US - Happy Thanksgiving! I hope you get to spend some good family time this week.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
14 Nov 2023
Customer Value Led Growth in Digital CS with Markus Rentsch of Remark-Able | Episode 026
00:55:28
This week, I had the pleasure of speaking with Markus Rentsch, CEO of Remark-able, where he spends his time consulting and building products to help CS orgs navigate Customer Value Led Growth initiatives.
Markus and I share some commonalities, the first of which is that we are both native German speakers and are from the Vienna area - though admittedly I haven't lived there in years. The second, and probably most important/relevant is that we share a love for Customer Success and talk about a variety of topics related to the practice in this conversation, including:
ChatGPT and trusting (or not trusting) Generative AI.
Customer Value Led Growth (CVLG) vs Product Led Growth
How Apple excels at CVLG by providing value to a broad set of people
Data hygiene and how to solve for common data issues
Aligning the entire organization around customer goals
Polling exiting customers
5 Whys as a great tool for root cause analysis
CS in EMEA vs Americas and how innovation tends to move from west to east
Evolution of Digital CS due to current economic conditions
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
28 Nov 2023
Digital Customer Success, Music & Banter with Jeff Kushmerek of Infinite Renewals | Episode 028
01:03:09
Jeff Kushmerek of Infinite Renewals has to be one of the most dynamic and fun people in our amazing CS community. His contributions are immense via his generosity, amazing content and overall attitude towards CS. You might also see him as one of the most musically active members of the community.
While we do start with a fun 'this or that' activity on albums, in this fun convo, we delve into all sorts of great topics related to digital CS including:
Jeff's general approach to consulting
When his clients are NOT ready for a digital program
Human & Digital motions working together instead of replacing each other
How hiring junior CSMs for digital isn't necessarily the right staffing fit
Digital signals beyond basic login metrics
Sales to CS handoff
Operational rigor to make digital motions work
CS & Product interaction
This was a fun one which made me smile listening back to it during the edit.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
05 Dec 2023
Putting Humanity Back Into Digital Customer Success with Jon Johnson of UserTesting | Episode 029
01:16:21
Jon Johnson is an incredible human. You've likely heard of him as part of the Unchurned BS & CS podcast series in which he shares some of his incredible background and upbringing on a recent episode.
Not only is Jon an incredible CS leader, he is also a fantastic musician and writer, which are both topics we discuss as part of our conversation.
I had the pleasure of spending this hour+ with Jon a few weeks ago where we begin by talking about music. I present Jon with a quick game of 'this or that' album. After that, it was time to get down to business discussing a variety of amazing topics:
The interplay between human & digital
How digital is the empowerment of a CSM and the customer journey
Segmentation by behavior & usage based personas
The loss of humanity in Digital
Digital makes up the 80%, but the 20% human engagement is what makes a digital motion successful
Using the time that you have with your customers effectively and maximizing for building rapport and relationships
Workplace trauma, mental health, emotional intelligence in leadership and building REAL relationships in business
How a one-size-fits-all approach cannot fit all customers
Your digital program can be 1:1. “Personalization with a Purpose”
Jon's tactical approach to building a digital engagement strategy
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
12 Dec 2023
Building Community in Digital Customer Success with Marie Lunney | Episode 030
00:49:04
Marie Lunney joins us this week in a whirlwind conversation in which we cover a lot of ground. Not only is she a seasoned digital CS leader, including her current role at Top Employers Institute, but she's also founder of the DCS Connect Slack community.
In this fun filled 45 minutes, Marie and I dig into:
Digital CS before it was called DCS
Cross-coordination with other departments around the Customer Journey
How employee satisfaction plays into a healthy digital journey
The DCS Connect Community
The many variables involved in Digital CS
Evolution of digital away from segment coverage and into broader operations
Data hygiene and knowing who your customer contact personas are
Strategies for cleaning up your data
Digital business reviews & checking in digitally with your customers
The branding implications of a good digital CS program
Comparing customers to their peers to drive behaviors
Hiring for Digital CS and how your most tenured CSMs may not be an ideal fit for the role.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
02 Jan 2024
How Digital Fuels the Post-Sale Journey at Demandbase with Alyssa Opella | Episode 031
00:59:37
In the intro to this week's episode, I briefly touch upon a new resource that is available to you via the website: The Digital Customer Success Tech Stack. In short, this is a collection of applications that a myriad of digital CS and Ops pros are using to execute on their digital strategies. Check it out here: https://digitalcustomersuccess.com/tech-stack/
Happy New Year!
Today's conversation with Alyssa Opella is an absolute treasure trove of how to incorporate digital motions into your entire post-sale journey. Since joining Demandbase almost 2 years ago, Alyssa has incorporated a strong focus on data quality and automations into processes which help customers achieve success from onboarding through to tracking successes and outcomes.
She and her team focus on intervening in times of trouble just as much as they like to help celebrate their customers' wins, which is a fantastic way to operate.
In this episode, full of practical advice, we discuss:
Alyssa's journey through key career points including time in Blockbuster and the IBM Watson program, as well as her transition from marketing automation into customer success
The journey of customer success at Demandbase and the power of perception of the org within the company
The importance of data in guiding customers to success
Executive-specific motions which help to foster communication with key decision makers
Celebrating wins and having fun with customers
Knowing your personas and crafting messages specific to that cohort
The team behind the scenes making it all happen
Not building automation for the sake of automating, but sourcing the requirements for digital motions from the CSM team
Support metrics and ticket deflection via digital
Failing fast and iterating
Taking examples of great digital motions from B2C
My favorite quote from the episode: "The goal of CSAT is not to get 5 stars but to see where there's smoke"
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
09 Jan 2024
Digital Customer Success with and Engineering Mindset with Bhavika Kochhar | Episode 032
00:38:59
Bhavika Kochhar is one of those amazing individuals that does an incredible amount of service to the CS community and seemingly eats, sleeps & breaths customer success. She's been in the trenches as a CSM and is now pursuing her Masters in Engineering Management, where she is focused on pulling technical prowess into CS.
I loved this conversation with Bhavika because she provided a lot of tactical advice, not only for leaders but also front-line CSMs on the mindset and general operations of great digital programs. Topics in our conversation include:
How her love of tech brought her to the Engineering Management Masters program at Duke
Even as a CSM - you can go an automate things to make your job better
DCS isn’t replacing the CSM - it’s in service of the CSM to make them more efficient
The benefit of being technically proficient on your product and your own tech stack/integrations
Your customers shouldn’t know that they are interfacing with different teams and systems. It should feel cohesive.
Gender and racial diversity in CS and tech
Effective cross collaboration with other departments
Asking questions is so important in getting to know other functions - being naturally curious is good
Such great info from such a sweet person. I hope you enjoy...because I sure did!
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
16 Jan 2024
Elevating CS Within Your Organization with Anita Toth | Episode 033
01:01:23
Enter the contest for a Gold Pass ($1300 value!) to the Customer Success Festival in Austin (Feb 13 & 14, 2024) by following these steps:
Review the podcast on your platform of choice and send a quick screenshot to alex@digitalcustomersuccess.com
Leave a comment on that same post about what aspect of CS Festival you're most looking forward to or any questions comments you might have about the event.
Winner will be announced on Jan 31!
+++++++++++++
Today's Guest: Anita Toth There is no denying that there are a ton of amazing people in the CS community. Anita Toth is no exception. She is such a great presence in CS and regularly puts her academia background in full display with well thought through concepts and tangible take-aways that help elevate CS within our organizations.
This conversation was jam packed with really great take-aways including:
Anita's background in academia
Her transition into CS and the lessons that it can teach others about approaching transition
Deep research in CS and looking for patterns
Standardizing customer feedback, CS inputs, etc. to drive data cleanliness and see trends
Elevating CS within an organization from the kids table to the adult table
How to feed CS' valuable customer data to the rest of the company
Start with Marketing and share details of your top 20% customers - help marketing build an ICP so that they can go help find more of that type of customer
How our tooling is helping us to produce insights for the business
CS’ main product should be insights on customer health
The importance of CS leaders to understand other business leaders’ goals so that we know what insights can help them
Trust and ethics in adopting GenAI and the inflection point that is coming where we won’t be able to tell the difference between human and algorithm
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
23 Jan 2024
Short Form Content & Human Language in Digital Customer Success with Anika Zubair of Griffin | Episode 034
00:59:12
Enter the contest for a Gold Pass ($1300 value!) to the Customer Success Festival in Austin (Feb 13 & 14, 2024) by following these steps:
Review the podcast on your platform of choice and send a quick screenshot to alex@digitalcustomersuccess.com
Leave a comment on that same post about what aspect of CS Festival you're most looking forward to or any questions comments you might have about the event.
Today's Guest Anika Zubair is a CS household name and award winning customer success leader who is constantly providing insanely valuable content to the community. She has led and scaled many functions throughout her career and is currently Head of Customer Success at Griffin.
There are so many valuable nuggets of information to pull away from our conversation in this episode including:
Leveraging technology to meet our customers where they are with what they need
Covid normalized digital engagement
The resurgence of QR codes
Transitioning from full-time gig to consulting and back
The difficulty of the current job market
Using ‘CS Trailers’ to solve for customer engagement via short form, TikTok style video and how this style aligns with how people are consuming content today
Combining short videos (max 90 seconds) with analytics and strong call to actions can lead to strong customer engagement
Practical example of a short onboarding flow
Things like 'Spotify Wrapped' are HARD to get to but so effective if you do
Celebrating customer wins and demonstrating value digitally
It’s ok as B2B to communicate like B2C - we are all just human
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
30 Jan 2024
Diversifying and Digitizing Customer Success with Annie Dean of RecastSuccess | Episode 035
00:54:49
Reminder! Enter for a Gold Pass to the CS Festival in Austin:
Leave a review the podcast and send a quick screenshot to alex@digitalcustomersuccess.com
Today's Guest Annie Deanof RecastSuccessis a TRUE CS veteran and is one of those rare individuals who was around when the term 'Customer Success' was coined!
What does that mean for us? Lots of insight and knowledge to learn from. In this fascinating conversation, Annie draws from her deep career at legendary companies like LinkedIn, Cisco & Coursera - as well as her current experience with RecastSuccess - to give us a ton of great nuggets of knowledge.
It was also a pleasure having her on as RecastSuccess does so much to drive equity and diversity within CS - which is definitely worth highlighting.
In this fantastic conversation, we cover a lot of ground including:
How to prioritize where to start digitally
How tooling has helped us to normalize digital CS
The genesis of RecastSuccess and its mission to help foster diversity in CS
The role profiles of Digital CS and how product management, marketing, sales ops and data science fit in well with DCS - not necessarily CSM.
How RecastSuccess partners with VCs & Startups to help grow CS orgs with well trained team members
Early stage startups have an advantage because you can start with automations and have them in place from the beginning
How to be proactive with end-users (those that aren’t reaching out) to help drive outcomes for those executives
Average professional in the US uses 80 apps regularly - which is why it is imperative to be proactive with users
Semi-live webinars are a great way to scale
New AI tools are there to augment and improve what you’re doing - not replace what you’re doing.
Racial & Gender diversity in tech and RecastSuccess’ mission for building CS teams that are as diverse as possible
The ever-present topic of whether to QBR or whether to not QBR
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
01 Feb 2024
Hiring for Digital CS and the State of the Job Market with Sara Roberts of Bayview Talent | Episode 36
00:59:31
Sara Roberts (Bayview Talent and host of Success Unscripted) may not immediately jump out to you as an obvious guest of this podcast. No, she doesn't run a digital CS function nor does she have a rich history in CS.
What she does have is her finger on the pulse for growing and scaling CS teams as that is her recruiting agency's specialty. As such, it was a great opportunity to talk about two specific areas: the state of the CS job market today and how to build & scale digital functions.
In this fascinating interview we discussed:
Being part of the Zenefits growth and the evolution into her establishing Bayview, specifically focused on CS recruiting
Hiring and the job search freeze are thawing
Sara’s motivation for starting the Success Unscripted Podcast
The importance of being vulnerable and sharing your hard experiences to help others who are doing the same
Building and scaling digital teams from a hiring perspective
Hiring for digital is not just about putting your Junior CS teams in a scaled team but instead looking for technical resources, marketing people, product…etc.
Start by analyzing what systems & people you have. What are the skills gaps in relation to what problems you’re trying to solve. That will inform your hiring strategy for digital.
For a digital role - you are looking to hire people who can go deep into the data, but can also pull up and see the strategy
Practical advice for CSMs looking for their next role: take on projects and prove you can already do the work of that role
For those looking for work: Focus on the industry you already have experience with which will give you a leg up over other applicants. Focus on the ACV of the target customer that is within your comfort range. Finally, focus on what stage company it is vs. your experience.
Don’t just send in your resume and call it a day - recruiters are likely not looking at those resumes. Find the manager of the team and send them a note on LinkedIn.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
06 Feb 2024
Driving Community & Scale at LinkedIn with Ezra Zimbler of LinkedIn | Episode 37
00:49:01
Ezra Zimbler is a long time LinkedIn team member, currently based in Dublin who is driving some really great initiatives and customer facing teams. He's a diversity & equity champion within the halls of LinkedIn as well as without. This is definitely a topic of conversation in this episode, along with LinkedIn's efforts around building customer community and how the teams are structured around digital CS.
In this episode, you'll hear about:
Ezra's background in sports management and his transition into CS
His team’s focus on customer enablement
Using digital motions to focus a CSMs time on having valuable conversation with customers instead of content creation & admin work
Structure of CS around digital at LinkedIn using a ‘Programs’ team
How LinkedIn structures around line of business and customer segment
Implementation of inSided at LinkedIn to drive community and starting with a core group of customers for early feedback and into broader availability launch
State of the CS Community in Dublin
Ezras work in DEI and driving equity & diversity within LinkedIn and co-founding TransformHER to help break the double glass ceiling outside of LinkedIn
Treating LinkedIn content as more of a library vs. a feed where you can search for historic content
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
13 Feb 2024
Tearing Down PLG & SLG Walls in Digital CX with Dee Kapila of Miro | Episode 038
00:53:37
Today's discussion with Dee Kapila is a fascinating insight into the world of building innovative digital programs within a very well known and broadly used organization, Miro. As Global Head of Scaled Customer Experience, Dee leads both digital and customer education functions. Her talk last year at Pulse on having SLG & PLG work in harmony for the benefit of the customer journey was fascinating on completely on point!
Our conversation focused on:
How digital CS is putting many functions and practices together to scale CX - not just CS.
Digital CS in relation to other orgs in the company and ensuring you are building together with cross-collaborators
Leveraging cross functional competencies to work together on securing the customer journey
Focusing on quick wins to get something going quickly, while you focus on the big picture, future state activities
"Product vs. Sales Led Growth? Embrace BOTH with Scaled CX": Cliff notes of Dee’s talk at Pulse last year
Her scaled team structure and the importance of leaving room for variability when building these teams
Scaled Customer Experience Team with three pillars: Scaled Education, Scaled Production & Digital Success with Scaled teams to support
A peek at the digital tech stack + the custom in-house tooling built at Miro
In-app guidance needs to be elegant and not overbearing or clunky.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
20 Feb 2024
Cross Collaborating on the Customer Journey with James Lawson of River Consulting Group | Episode 039
00:56:08
James Lawson of River Consultancy Group joins us this week in a fun conversation that spans a wide range of topics including a growing sentiment among CS leaders that contributions to the customer journey should be cross collaborative in nature.
James is the founder of River Consultancy Group and currently serves as CCO at key Computer Applications Ltd. It is this along with his long history in CS that have shaped his unique and healthy outlook on CS and how CSMs specifically can best position themselves in the future.
In this episode, we cover topics including:
Why CS is so prevalent in software and not as much elsewhere
Customer success as a company-wide capability, not just CS function
Internal collaboration around customer journey actions
Providing value at scale with the illusion of it being personal
Making sure we don’t forget to celebrate the success of our users and various personas
CSMs who have strong consultative skills will have the edge in the future
Storytelling on the back of data points is where humans excel and this can be supported by digital
Personalizing digital engagement by asking personas about their engagement preferences
The importance of having your product and digital motions lead with simplicity
Continually tweaking your ICP using internal and external indicators - especially among your smaller customers that are scaling, vs the largest customers.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
22 Feb 2024
AI Driven Digital Customer Success in App Form w/ Dickey Singh of Cast.app | Episode 040
00:55:24
Dickey Singh, CEO of Cast joins us this week for a bonus episode in which we discover his fascinating journey from a long line of engineering leadership roles to today, where he's leading the charge of AI in CS.
We discuss at length what he and his team at Cast.app are doing to help revolutionize digital CS and what the future of all of this technology looks like.
Topics covered include:
Dickey’s long history with AI and his journey from an engineering background into serving customer success today
He was ‘there’ at the inception of Customer Success
How Cast.app helps its customers achieve 30x ROI via providing digital CS
1:Many vs. 1:1 vs. Many:Many in Digital CS
Getting persona-specific in your outreach, but don’t go by titles and go by responsibilities, interests and user profiles
Digital provides efficiency and automation to drive efficiency for CSMs
Executive personas are likely not going to be in the app and a lot of C-level execs prefer text messages
SMS is a powerful way to reach certain personas and shouldn’t be as frowned upon as it is
The tendency for AI to hallucinate and how it needs to be verified by the human
Current and future state of AI in CS and how adopters stand to gain massive efficiencies. More and more useful AI tools are coming.
Prompting won’t be as relevant in the future as it currently is
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
27 Feb 2024
Data Analysis and Service Recovery Philosophy with Lane Hart of Contentsquare | Episode 041
00:59:53
Lane Hart of Contentsquare brings to CS a no nonesense approach to ensuring the renewal via strong data analysis combined with a very human approach of customer engagement. He has taken lessons learned from his years in management consulting at IBM forward into a rocketship trajectory in CS at Heap - now Contentsquare.
Be sure to grab a pen and paper for this one as we talk about:
Scaling the Heap CS team and starting a CS Ops function
The importance of knowing what Data is available and how it all correlates to drive customer outcomes
Advice: Don’t get stuck because the data is not perfect
Use data in change management by ‘showing your work’ and telling a story of how you got there.
Service recovery philosophy: So much of CS is gracefully falling on our sword - and owning up to that can lead to some incredibly real and human moments.
Effective interventions on negative sentiment customers can turn these situations into extremely healthy relationships
Contact-level data is so often in very poor shape, not just in formatting but also in whether that contact is still at the company or what role they have
Implementing in-app prompts for new users for them to self-identify what role they play
Using bounced emails to adjust customer contact data - flagging contacts that have left - then reaching out to company to get updated contacts via active users
Surveys are annoying and you have to be very careful not to bombard people
Standardizing metrics, both product and commercial, across departments and then putting them front and center in front of the whole company to drive alignment
Tracking champions after they leave a company - they can be incredibly valuable CSQLs to land new accounts with minimal effort
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
05 Mar 2024
Customer Education and The Digital Journey with Erica Akroyd of Pendo | Episode 042
00:48:00
I always love talking with people who work within companies that serve the CS community, and this one is no different. Erica was a fantastic guest to have on the show, partly because of the myriad of roles she's played at the company but also because she has done and is doing some pretty cool things in the realm of digital and customer education.
In this fascinating conversation we talk about:
Her journey into customer education at Pendo
The approach to dealing with a new set of circumstances or ambiguity
Interplay at Pendo between digital plays and educational offerings
Driving prescriptive outcomes in customers’ journeys, especially when there are many potential outcomes
Identifying users' roles in-product to make sure content is curated for the right audience
1:1 Office Hours - assess, unblock & get out. Customers have availability via a calendar to a resource if they are stuck
Start with where you are, what problems you’re trying to solve and what is your inventory of existing resources
Facilitate the happy path digitally and using your humans to intervene when they stray
Using the resources around you and partnering with other teams to fill in the gaps that you have around subject matter expertise, content creation, etc.
Prioritizing content creation based on product roadmap, customer impact of a product change
Instructional designers are underusing heroes in SaaS
Brand & design standards - when to adhere to them strictly or not
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
12 Mar 2024
The Power of Hyper-Personalized Content for Customer Success with Nik Mijic of Matik | Episode 043
00:39:01
Nik Mijic, co-founder of Matik comes to us this week with not only a fascinating back-story, but some great CS-related content as we discuss a wide variety of very timely and important topics.
In this episode, we talk about:
How Matik automates the creation of content with personalized data, primarily for CS and Sales
The current state of the ‘digital business review’
A good understanding of your data is needed for a quality DBR
Sending out one-pagers based on usage milestones or monthly project status updates - automagically
A lot of people are scared of negative data, but using it to highlight customer improvement opportunities is key
The importance of benchmarking cohorts of customers to help them grow and act on the adoption of the product
Keeping a library of common customer objectives and content/measurements to help them along that path
Moving beyond rules-based automations in favor of GenAI improvements of the inputs that would normally feed your automations to make them even better.
Savvy sales teams are taking post-sale data and aggregating business value cases out of it to help set expectations
Nobody’s data is perfect - don’t let that keep you from getting something in place
Feedback loops are very important in Digital CS to make sure you are constantly monitoring what is working and what is not working
The Kirkpatrick model, typically used in L&D can also be used in other ways to measure the short and long term efficacy of your programs and content
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
19 Mar 2024
Video Micro-Learning at Scale with Delores Cooper of Zendesk | Episode 044
00:41:43
Not only does Delores Cooper of Zendesk have a pretty amazing back story, she's also doing some pretty amazing things with a small and scrappy team at Zendesk. Short form video has become an increasingly popular medium for distribution of content and Zendesk is utilizing this as part of their digital enablement strategy.
In this conversation, we talk about:
Delores' entry into tech from social work & psychology
Timing of digital motions along the customer journey
Dealing with variables such as industry-specific differences
Team structure at Zendesk to support digital & scaled program
Getting scrappy with resources and cross-functional departments to help build the program
Short-form content as part of the ‘Success on Zendesk’ program
Using data to determine what content to produce
Distribution model for video-based learning
Taking learnings from B2C on how to interject more human language into B2B
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
26 Mar 2024
Applying Common Sense to Digital Customer Experience with Rob Zambito of Success Scaled | Episode 045
00:59:20
Invariably, when you speak to someone in CS about Rob Zambito, the first comment that almost always comes back is, "He's a good guy". ...and I couldn't agree more.
I wouldn't say that I've known Rob for a very long - but the time we've spent both on Zoom and in-person has always been extremely high-quality, funny, impactful, personal and full of great questions.
This is the same approach Rob takes with all of his clients at Success Scaled, where he advises seed to B-series companies on CS strategies. He asks A LOT of questions and puts together a good picture of current-state before digging into solutioning.
This is also what makes him a phenomenal guest for this episode of the show because he has seen A LOT of stuff work - and a lot of stuff not work!
In this episode, we talk about:
How his background in ‘consumer psychology’ has helped him in his CS ventures
The parallels between the hospitality/service industry and being a CSM
Using the ‘lunch break test’ to help identify what should and can be automated
CS teams, if structured correctly can and should be catch-all
CSMs should know about any interaction their customers have with the company - tickets, ideas submissions, community events, course completions, etc.
Part of the digital remit should be focused on providing CSMs with easy access to customer data & telemetry for use in engaging their accounts
Onboarding is an amazing first place to focus on digitizing as it is the most formative stage of the journey
Rob’s approach to providing guidance and feedback to his clients in a productive manner
Successful onboarding will have customers ready to expand immediately
Approach your daily routine from the standpoint of scaling and making your everyday more efficient
Don’t wait for leadership to design your own efficiencies as an IC
Setting aside an hour per day to hone in on work that is meaningful to you
Incorporate celebration into your digital flows
Leveraging user data to really figure out the opportunities that exist within a customer
Set the right expectations early when implementing digital motions
Don’t build a community until it starts to build itself. Communities can swing wildly between ‘crickets’ and ‘group think’, so building them must be done so cautiously
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
02 Apr 2024
Sibling Synergy and Machine Learning in CS with Maarten and Michiel Doornenbal of Churned | Episode 046
00:43:44
Maarten & Michiel Doornenbal are not only brothers, but also co-founders of Churned! They join me this week for a fantastic conversation about the platform they've built, AI, scorecards and more!
Unfortunately, my audio/video didn't record - so you'll here me narrating the episode - but it's kind of fun to switch formats up here an there.
In the episode, we talk about:
Their history as brothers and how they work together as co-founders today
History of Churned and what they do
Using machine learning models instead of rules-based scorecards to create health scoring and to predict customer churn
Part of the role of a CSP is to highlight were data cleanliness issues exist
Verifying your churn risk alerts by back-testing the data against historical churned customers
Personalization based on user-personas
AI is not just Gen AI. The future of AI in CS combines predictive, descriptive and generative models to auto generate content to free up time for CSMs.
What the human involvement will look like with these future AI models
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
09 Apr 2024
Digital Advice from a CS OG and Innovator with Irit Eizips of CSM Practice | Episode 047
00:54:19
Irit Eizips has been in and around CS for a long time. From being in on the ground floor at Gainsight to running her very successful consultancy, she has been a staple in the CS community and consistently produces fantastic content that we all benefit from!
In this episode, we get into:
Irit’s days at the early-stage Gainsight and the culture of startups
Her home in consulting (CSM Practice) vs. being a full time employee
Being part of CS from the ground floor
The advancement of CS to where certification and degree programs have enabled college grads an entry into the field
Digital motions should support the work of humans in CS
Implementing too much digital without touchpoints along the way can actually have negative customer implications
Identifying risk in customers who are disengaging with digital programs
Over-use of email via redundancy and simultaneous emails from multiple organizations
The use of avatars in digital for communications to make things more fun when appropriate
Protecting revenue and expansion via process automations to flag risk early before renewal and even close it early
A few examples of great digital motions and practical advice around designing them
Designing digital-first motions with client outcomes & a customer journey front and center
Loads of great info in this one. Enjoy! I know I sure did...
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
16 Apr 2024
The Impact of SaaS Economics on CS (Plus Much More!) with Christine Raby | Episode 048
01:02:21
Christine Raby, Founder of DeliverDelight, brings the heat in this episode where we cover off a very wide range of topics - some CS related and some non-CS related. Christine's background is absolutely fascinating and I've been a fan of her presence both on LinkedIn and TikTok for quite some time now.
This episode is full of practical examples and advice for both ICs and leaders alike as we talked about:
How CS is now experiencing similar maturation to what marketing experienced a decade+ ago
Leaders need to be super focused on the benchmarks and metrics vs. how they ‘feel’ things are going
The opinions of whether CS should own revenue or not is completely irrelevant as the goals are similar, the team should be united and therefore measured (and compensated) on the same/or similar metrics
Hyper-personalization together with client success stories is a powerful combination for New Logos and expansion alike (N&E)
Test your "ways of working" in an unscalable manner first and then figure out how to automate & scale it up
AI is a tool - not a replacement for you role - it needs to be leveraged in order to help you get out of reactive mode and into proactively growing your account
Current state of startup economics and how that relates to Customer Success within these businesses
The trend towards de-centralizing CS into a strategy instead of just an org
Taking lessons from B2C
Transitioning PS from a cost center to a revenue center
Equality and Equity in the workplace
Like I said, a wide variety of topics. Enjoy! I know I sure did...
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
23 Apr 2024
Customer Engagement with AI and Self-Service Strategies with Kari Ardalan of Qualtrics | Episode 049
00:44:12
Kari Ardalan of Qualtrics is a staple in the CS community and has been leading scaled motions for YEARS - which is sometime that not a lot of people can say. She also sits on Gainsight's Digital Advisory Board - so yeah, she's qualified to talk about this stuff. :-)
In this fantastic conversation, we talk about:
Building digital first with humans coming in off of the back of those motions
The evolution of ‘scaled’ from just email and outbound events to a push to come inbound
Building one place portal where customers can go for everything and where CSMs can interact with their customers
How Digital is structured at Qualtrics across various departments
Internal cross-collaboration on digital motions
What to look out for in a digital leader - specifically cross-collaboration and a varied background
Focusing on Support deflection metrics and areas to automate
Other interesting metrics in use at Qualtrics: % CTAs launched, penetration rate of closed success CTAs (conversation), Monthly Active Users, Monthly Active Customers, Flow Completion, % of Renewals Not Assisted by Humans
Balancing being tactical and strategic as a leader
Using special interests among the team to drive career growth and creativity - including Hackathons
Cool examples of digital motions including customer-facing scorecards, micro-learning, AI and self-serve portals.
AI bot & recommendation engine implementation at Qualtrics
Letting data tell you who the customer personas are
The dependency on operations work streams to get things done
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
30 Apr 2024
Celebrating 50 Episodes: Your Digital Customer Experience Questions Answered | Episode 050
00:34:37
As we pop the champagne on our 50th show, a heartfelt thank you is in order for every listener & guest who's joined me on this wild ride through the evolving world of digital customer interactions. It's a transformational moment for the show as we shift from focusing on 'Digital Customer Success' to encompassing the broader 'Digital Customer Experience', ensuring we capture the essence of every digital touchpoint. As such, we are changing the name of the show to 'The Digital Customer Experience Podcast'!
In this episode, I'm going through and answering some of the most frequently asked questions that I get on a regular basis, which leads to the following topics:
00:47 - New Podcast Name Announcement
06:34 - What is Digital Customer Success
07:38 - Digital vs. Scaled
09:49 - Where to start with Digital Customer Success
11:52 - Commonly overlooked vehicles for digital motions
13:13 - Building health scores without product telemetry
14:31 - Identifying user personas based on their activity within your resource
15:05 - SaaS economics and how they impact the proliferation of digital
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
07 May 2024
Emotional Intelligence in Digital and Treating Customers Like Humans with Jenelle Friday | Episode 051
00:55:14
Jenelle Friday of Forecastable and the Customer Success Collective’s “CS Leader of the Year” for 2023 is someone who is easily liked. She's hyper-in tune with what makes people tick, and is even the author of her own framework on emotional intelligence in customer success.
In this wonderful chat, we talk about: 00:00 - Caring for your customers 02:27 - Being Authentic in Customer Success 04:41 - A Journey to Customer Success and Emotional Intelligence 06:53 - The Importance of Being Human in Business Relationships 09:11 - Being True to Yourself in Business 11:19 - Acknowledging Fears and Embracing Imperfection 13:29 - Emotional Intelligence and Self-Awareness in Customer Success 15:37 - The Importance of Work in Relationships 17:42 - The Importance of Human Interaction 20:11 - Elevator Pitch for Digital Customer Success 22:25 - The Importance of Emotional Intelligence in Digital Communications 24:39 - Using Emotional Intelligence for Customer Engagement 26:47 - The Importance of Social Awareness in Decision-Making Process 29:06 - Cultural Differences in Customer Success 31:21 - Building a Customer Community 33:33 - Coordinating Communication Across Departments 35:42 - Understanding the Customer Perspective 38:01 - Living Boldly and Courageously 40:26 - Developing Soft Skills in Business 42:27 - Fostering Emotional Intelligence in the Workplace 44:51 - The Importance of Emotional Intelligence in Digital Customer Success 46:54 - Book Recommendations and Finding Normalcy 49:04 - Soft Skill Development and Giving Back to the Community
Enjoy! I know I sure did...
+++++++++++++++++
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.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
14 May 2024
State of the Industry and Promise of AI with Jeff Heckler | Episode 052
Today, I'm joined by Jeff Heckler - a CS veteran with a lot of wisdom to share around the state of the industry, the AI tools with the most promise, and Slack overwhelm.
In this episode, we cover a wide variety of topics, including:
00:00:00 - Welcome To The Digital Customer Experience Podcast
00:01:31 - Join The Matik Conference, Earn A $20 Uber Eats Gift Card Giveaway
00:02:56 - Introduction
00:04:21 - Leaving Business Intelligence & Falling Into Software
00:10:17 - Digital Customer Success Since Covid-19
00:11:43 - The Rise Of QR Code
00:13:19 - Contraction In Headcounts And Budgets
00:14:51 - The Economics Of AI And Tech’s Current Struggles In Today’s Economy
00:16:26 - The Most Prominent Digital Trends In CS
00:19:36 - Leveraging Ai Chat Bots For Support Ticket Deflection, Among Other Things
00:20:58 - Communication Overload And Digital Emotions
00:22:29 - Optimizing Digital Workflows And Tools
00:23:58 - The Stickiness Of Tools
00:25:34 - Learning From Mistakes And Cross-Functional Allegiances
00:27:05 - Setting Up A Cadence For Product Sales Marketing Support
00:28:20 - Shifting Mindset For Customer Success Managers
Dickey Singh of Cast.app: https://www.linkedin.com/in/dickey/
+++++++++++++++++
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.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
21 May 2024
"Your First" Digital Customer Success Motions with Stijn "Stino" Smet of Whale | Episode 053
In this special edition, Alex sits down with Stijn "Stino" Smet, Head of Customer Success at Whale.io, the host of *two* customer success podcasts, and all-around loose cannon. He joins Alex (in his studio!) for a very special joint episode of their podcasts to discuss career journeys, getting started with a digital practice, and more.
The “more”: 00:00 - Where to start with digital 03:35 - Your First Digital CS Experience 07:12 - The Core of a True Digital Team 10:44 - Meeting an “Idol” 14:15 - Transitioning to Digital Customer Experience 18:03 - Quick Wins in Digital CS 21:28 - Being Ahead of the Curve with Digital Customer Success 25:11 - Stino’s Famous Playbook 28:38 - Achieving Revenue Growth 32:14 - “Light” Success Services 35:40 - Creating and Tracking Campaign Metrics 39:04 - Reviewing and Iterating on Strategies 42:36 - The Sweet Spot 49:48 - Laser beams and confetti 53:40 - Shout Outs
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
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
28 May 2024
AI Insights to Power Your Business with Josh Schachter of Update AI | Episode 054
Josh Schachter is the Founder and CEO of UpdateAI, the conversation intelligence tool built specifically for the customer success profession. He sits down with Alex to talk product management, the unorthodox genesis of UpdateAI, and, of course, artificial intelligence itself.
Key topics:
00:00 - Introduction
02:50 - Josh's background in product management
05:17 - Joining Idea Lab and finding inspiration
07:52 - How UpdateAI got its name
10:25 - A different perspective as a product manager
13:02 - Commercialization and expansion of a product
15:51 - The value of customer insights
18:24 - Snackable & actionable insights for different stakeholders
23:17 - The future of artificial intelligence in the industry
28:50 - Human interaction in digital
31:37 - Robots on the front line in technical support
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.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
04 Jun 2024
The Generative AI Primer for CSMs | Episode 055
00:47:51
In this, my second solo episode - I wanted to spend some time trying to demystify Generative AI for CSMs and CS leaders alike. According to statistics, only 25% of CS workers utilize AI in the workplace on a regular basis, which I think is WAY too low - especially considering how stretched thin most CSMs really are.
So - in this episode, we focus on proper prompting, a few tools that exist out there and a plethora of use-cases for you to dig into:
0:00:00 - Introduction 0:03:55 - Topic introduction. Why GenAI for CSMs 0:08:42 - Why prompting is a fundamental skill to have 0:09:36 - Using the RISEN framework for prompting 0:11:31 - Taking care with proprietary and sensitive information when using Gen AI 0:19:58 - Why it’s a bad idea to just copy and send, without proofreading and personalizing 0:23:01 - Utilizing ChatGPTs memory feature to prevent having to copy/paste your prompts 0:23:55 - Teaching ChatGPT on my tone of voice 0:26:19 - Chaining prompts 0:27:55 - Integrating this into your daily workflow 0:30:21 - ChatGPT vs. Perplexity vs. Google 0:32:42 - Perplexity research use cases for CSMs 0:36:30 - The proliferation of new tools 0:37:19 - AgentCopilot & HeyGen create personalized video for your contacts at scale 0:39:45 - Ariglad analyzes support tickets to create and update knowledge base articles 0:40:48 - Malik automates the creation of decks using your data and insights 0:41:55 - Outro
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
11 Jun 2024
SaaS Economics & Driving Customer Outcomes Digitally with Jay Nathan | Episode 056
00:47:39
Jay Nathan is the co-founder of GrowthCurve.io, Chief Customer Officer at Churnkey, and one of the most respected voices in the customer success community. He joins Alex as they explore Jay’s early career as a software engineer, the integration of AI with other digital tools, and navigating the economic landscape of SaaS.
Chapters:
00:02:28 - Introducing Jay Nathan
00:04:44 - A background in software engineering & web development
00:08:52 - Institutionalizing customer centricity
00:11:05 - Creating a great culture for employees
00:13:19 - Customer success and organizational capability
00:15:22 - Validating usability through customer interviews
00:17:26 - The ABCAI methodology
00:19:34 - Driving outcomes with digital
00:21:43 - AI in the customer success world
00:23:49 - Tailoring technologies for different team structures
00:25:54 - The changing economics of SaaS
00:30:13 - Human-to-human connections
00:32:32 - Managing the customer life cycle
00:34:37 - The intersection of company culture and ROI
00:36:40 - Automating the business development function
00:38:41 - Engaging with customers using marketing tricks
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.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
18 Jun 2024
AI-Powered Customer Success & Predictive Analytics with Arun Balakrishnan and Preetam Jinka of FunnelStory | Episode 057
00:54:26
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 managemen 05:25 - How Preetam got started in AI and data engineering 14:00 - The difference between AI and machine learning 18:10 - Some practical applications of AI in customer success 21:14 - An overview of the FunnelStory platform 24:26 - Predictive and prescriptive elements 27:46 - Product telemetry and customer insights 30:26 - Collaboration between product and customer success teams 33:11 - Innovative uses of predictive analytics in customer engagement 38:19 - Discovering hidden metrics through data analysis 39:16 - Leveraging AI and ML for pattern recognition in CS
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.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
25 Jun 2024
Hospitality, Drawing from B2C and Rethinking the QBR with Aaron Thompson of SuccessCOACHING | Episode 058
00:49:15
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 Slacks
07:44 - Aaron’s journey into customer success
12:28 - Importance of hospitality experience in CS
17:14 - Digital customer experience definition
19:33 - Leveraging data in digital strategies
26:50 - Rethinking the traditional QBR
34:37 - B2B learns from direct-to-consumer strategies
36:34 - Effective tools in digital CS
40:20 - The missing piece in customer success platforms
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.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
02 Jul 2024
Transformative Digital Experiences through AI and Customer Education with Eric Mistry of Contentsquare | Episode 059
00:51:42
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 software
05:19 - Higher education and academic technologist
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.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
09 Jul 2024
Digital Musings: Measuring Customer Health Without Telemetry and Combatting Imposter Syndrome | Episode 060
00:32:03
In this solo episode, we tackle two primary topics:
Imposter Syndrome specific to Digital CS and how to combat it
Building Customer Health Scores without the benefit of product Telemetry
Along the way, I also share a few news items and resources with you.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
16 Jul 2024
Future Proof Your Teams and Career with Rod Cherkas of HelloCCO | Episode 061
00:54:01
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 - Intro 00:01:18 - Rod’s Background and Path to CS 00:02:42 - Journey from Product to Customer Focus 00:03:45 - Intuit’s Customer-Centric Approach 00:04:27 - Applying Experience Design Principles 00:05:02 - Hello CCO 00:07:00 - Developing Executive-Level Skills 00:09:08 - Practical Impact of REACH Framework 00:10:29 - Importance of Marketing Playbooks 00:11:16 - Commercial Focus in CS Teams 00:13:03 - Learning from Digital Marketing 00:15:45 - Embracing Digital and AI in CS 00:16:15 - Prioritizing Accounts with Growth Potential
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.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
23 Jul 2024
Customer Education for Revenue Growth with Greg Rose of Intellum | Episode 062
01:02:18
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 education
02:26 - Music and customer education
06:59 - Leadership lessons from Fred Rogers
07:59 - Brain science in sales
11:05 - The problem with sales handoffs
17:42 - Balancing micro-learning and mastery
19:08 - Two pillars of education strategy
27:18 - Challenges in measuring ROI
30:13 - Forrester’s findings on customer education
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.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
28 Jul 2024
Modern Post-Sale Revenue Growth with Haydar Al-Saad of Revsetter | Episode 063
00:45:52
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.
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.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
06 Aug 2024
AI Tooling to Drive Growth & Break Down Silos with Masha Krol of Glowstick | Episode 064
00:53:51
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 organizations 08:07 - Analyzing customer conversations 10:23 - Identifying growth opportunities 14:32 - Human and digital go hand-in-hand 17:29 - Customer segmentation challenges 19:29 - Internal collaboration models 23:52 - CS as a strategy 25:07 - CSQL programs and challenges 30:01 - Trust issues in teams 37:14 - AI in the market 40:03 - Future of AI tools
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.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
13 Aug 2024
The Four Pillars of Digital Customer Success | Episode 065
00:30:38
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 Journey
Data
Automation
Content
Chapters: 01:05 - News and Reviews 07:18 - Four Pillars of Digital CS 10:05 - Pillar 1: Customer Journey 16:05 - Pillar 2: Data & Data Cleanliness 20:41 - Pillar 3: Automation 24:28 - Pillar 4: Content 29:34 - Recap
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
20 Aug 2024
Career Growth in Digital Customer Success with Jess Osborn of GoCardless | Episode 066
00:50:00
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 management 12:17 - Revenue ownership in customer success 15:14 - Scaling customer success globally 17:01 - Digitizing renewals and the customer experience 19:25 - Job market challenges and pivots 24:39 - Breaking into digital CS: Key skills and focus 30:20 - Strategic relationships in CX and CS 33:34 - Redefining onboarding with action-based metrics 37:51 - Immersive digital experiences in B2C
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
27 Aug 2024
Transforming Slack into a Customer Support Hub with Joydeep Sen Sarma, CEO of Clearfeed.ai | Episode 067
00:53:35
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 paradigms
12:40 - Transitioning from transactional to subscription models
16:44 - Clearfeed: Transforming Slack into a help desk
18:39 - Customer love for real-time communication
22:21 - Fragmented experiences: No app, no problem
24:38 - Use cases beyond B2B: SMB and tertiary markets
30:48 - B2B learning from B2C customer engagement
31:13 - The role of bots and AI in customer interactions
41:02 - Balancing product development and customer feedback
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
03 Sep 2024
Scale & Digital at Early Stage Startups w/ Mary Caballero | Episode 068
00:41:18
Mary Caballero, hire number 1 at Champify, shares her journey in scaling customer success at an early-stage startup. The conversation delves into the challenges and strategies of driving digital-first customer engagement, the importance of responding to customer feedback, and how to effectively manage key customer relationships in a rapidly growing company.
Chapters: 00:00:00 - Intro 00:02:36 - Mary Caballero’s background and journey 00:04:58 - Balancing technical and customer roles 00:06:22 - Defining digital customer success 00:08:08 - Tools for scaling customer communication 00:10:41 - Key contacts and stakeholder departures 00:13:47 - Challenges of traditional training methods 00:15:02 - The role of personalization in customer success 00:18:29 - Leveraging NPS beyond the score 00:20:55 - Transforming detractors into champions 00:22:08 - Lessons learned in a startup environment 00:25:27 - Scaling onboarding processes 00:27:53 - Content recommendations for professional growth 00:29:36 - Integrating customer success and marketing 00:34:36 - Shoutouts and key mentors
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
10 Sep 2024
Humanizing Digital CS and Personal Branding with Bob Mathers | Episode 069
00:41:04
In this episode of the Digital CX podcast, Alex Turkovic chats with Bob Mathers about personal branding on LinkedIn, the balance between human interaction and digital communication, and other strategies for customer success. They explore how storytelling, authenticity, and thoughtful use of technology can enhance customer experiences and build trust, both in professional relationships and personal brands.
Chapters:
04:48 - The power of selfies and personal connection
06:51 - Bob’s Growth Mixtape: A podcast about life, not CS
08:23 - Humanizing customer conversations in business
11:23 - Coaching hockey and finding parallels in consulting
13:26 - Overcoming bias in consulting and discovery
15:45 - The digital success sweet spot
18:13 - Navigating the balance of analysis and action in consulting
20:57 - The rise of customer portals and integrated success plans
23:11 - Combining digital with human for optimal onboarding
27:56 - Building a personal brand on LinkedIn: Tips and takeaways
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
17 Sep 2024
Four Ways to Measure Your Digital Customer Success Program | Episode 070
Measuring Digital Customer Success can be an elusive thing. It necessitates borrowing from all manner of different practices in order to do it effectively.
In this solo episode, I break down four areas of focus for establishing KPIs in DCS:
Traditional CS Metrics
Marketing Campaign Metrics
Program Specific Measures
Attribution
Chapters:
00:00 - Intro
01:14 - News
03:04 - Measuring your Digital CS Program
04:28 - Traditional CS Metrics in Digital
06:57 - Marketing Campaign Metrics
08:31 - Digital CS Program Specific Metrics
10:44 - Attribution
12:09 - Examples of Measuring Attribution in DCS
17:04 - How do you action unengaged accounts/contacts?
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
24 Sep 2024
Inside Salesforce: Driving Customer Value with AI & Automation with Bernard Slowey, VP of Digital CS | Episode 071
00:58:20
Bernard Slowey, VP of Digital Customer Success at Salesforce, joins the show to discuss the transformation of customer service through digital tools, AI, and data-driven insights. He and Alex explore how Salesforce is leading the way in enhancing customer experiences by unifying support, success, and training portals, leveraging burgeoning AI tools like Einstein, and focusing on seamless handoffs between digital and human interactions to drive proactive, personalized service.
Chapters: 00:00 - Intro 04:19 - Early career at AOL and Microsoft 07:33 - Learning from Microsoft’s transformation 10:02 - Defining digital customer success 11:38 - Enhancing self-service through data 13:55 - The importance of smooth handoff to humans 15:06 - Building unified digital experiences at Salesforce 18:45 - Success score transparency and customer insights 22:58 - AI-driven customer interactions and adoption 28:34 - Launching Einstein service agent 36:00 - Conversational future of customer service 40:03 - Voice-powered AI interactions 44:49 - B2C leading in digital customer experiences
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
01 Oct 2024
Tattoos to Tech: Larissa Licha’s Mission to Bridge R&D and CS as CEO of Joyn | Episode 072
00:58:43
Larissa Licha, co-founder and CEO of Joyn, discusses the challenges of cross-department collaboration between customer-facing teams and R&D, particularly in fast-growing tech companies. She also shares insights from her entrepreneurial journey, emphasizing the need for flexibility in product development and the role of AI in optimizing business processes and decision-making.
Also, congrats to Larissa and team for becoming part of the CS Angel community by securing a seed round!
Chapters: 02:12 - Larissa’s journey from tattoo artist to tech founder 09:50 - Challenges of scaling at a growing company 14:53 - Founding Joyn to solve cross-department collaboration 17:26 - R&D and customer team misalignment 21:20 - Executives and the unseen cost of simple asks 24:06 - The buffer role between teams and executives 26:17 - Joyn’s role in connecting data and bridging gaps 35:01 - Meeting customers where they work 38:51 - AI as an aggregator of business information 41:23 - Ethical AI concerns in the race to innovate 45:15 - AI becoming a cost of doing business
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
08 Oct 2024
Inside the Build of 15Five's Digital CS Program w/ Natalia Andreeva & Kaelon Russell | Episode 073
00:52:35
In this podcast episode, Natalia Andreeva and Kaelon Russell of 15Five share their journey of building a digital customer success program from the ground up. They discuss their approach to content strategy, onboarding experiments, user health scoring, and the importance of cross-functional collaboration, highlighting how they integrate human and digital interactions to optimize customer engagement and business outcomes.
Chapters: 00:00:00 - Intro 00:05:19 - From accidental CrossFit owner to digital CS leader 00:06:22 - Defining digital customer success today 00:10:54 - The birth of 15Five’s digital CS program 00:13:15 - Content’s role in digital CS success 00:17:43 - Measuring success through onboarding experiments 00:19:32 - Building a diverse digital CX team 00:23:39 - Experimenting with abandoned cart campaigns 00:27:46 - Evolving from manual to automated solutions 00:29:22 - Finding the balance: one-on-one vs. digital engagement 00:33:32 - Personalized customer journeys at scale 00:34:47 - User-level health scores in action 00:38:06 - Harnessing data to power CX strategies 00:44:23 - The importance of cross-functional collaboration
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
15 Oct 2024
Scrappy Automations that Boost Customer Success ROI w/ Joe Di Grande of Joe Does Tech Touch | Episode 074
00:40:11
Joe Di Grande, Founder of Joe Does Tech Touch, shares his experiences scaling accounts and building a tech touch program from the ground up. He and Alex discuss the critical role of clean data, simple automations, and AI in transforming customer interactions, emphasizing a problem-first approach over obsession with technology.
Chapters: 00:00:00 - Intro 00:03:21 - A small world and lifelong connections 00:03:23 - Joe's journey into TechTouch 00:04:16 - From email marketer to scaling accounts 00:05:51 - Building a tech touch program from scratch 00:07:21 - What is Digital Customer Success (CS)? 00:09:19 - Scrappy automations: Simple yet powerful tools 00:11:22 - The under-appreciated power of canned responses 00:18:28 - Clean data: The foundation of successful automation 00:22:03 - Don't fall in love with the tech, focus on the problem 00:29:06 - How AI and bots are transforming customer interactions 00:31:25 - Email blunders and lessons learned
Enjoy! I know I sure did…
Shoutouts in this episode include:
The Daily Standup Podcast (Dillon Young, JP Frost & Rob Zambito)
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
22 Oct 2024
Digital Customer Success Maturity Model Assessment Launch and Post Churn-In Q&A | Episode 075
00:25:07
In this solo episode of the podcast, I spend a bit of time recapping a recent talk I gave together with Dan Ennis at Churn-In, ChurnZero's annual conference and also take some time to discuss the launch of the Digital CS Maturity Assessment, which you can go through by following this link for free: https://digitalcustomersuccess.com/dcsmaturity/
I then go through a bit of Q&A from the Zero-In session itself! See the chapters to jump to a specific question.
Chapters: 00:00 - Intro 01:18 - Churn-In Recap 01:36 - Digital CS Maturity Assessment 04:30 - How to Measure the ROI of your Digital program 08:41 - Which self-service mediums are most effective in the SaaS world today that help to promote advocates and reduce support costs? 13:58 - Do you have any books, podcasts or frameworks you would recommend for newbies? 16:13 - “Tech Touch”, Digital SC and Scaled CS interchangeability 18:21 - Incorporating contextual data in predictive modeling
Enjoy! I know I sure did.
Special shoutout to: - Dan Ennis: my awesome co-presenter at Churn-In - Keishla Ceasar-Jones, Malachi Hopoate, Sylvanie Tweed & Tom Battle for their great questions!
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
29 Oct 2024
Enhancing CX with Targeted Campaigns...and LinkedIn Ads! with Kat Breeggemann of Automox | Episode 076
00:53:33
Kat Breeggemann, Digital Customer Experience Program Manager at Automox, joins the podcast to discuss the role of data in driving digital customer success and enhancing product adoption. She shares her journey into customer success, the importance of tailoring digital programs to customer needs, and explores strategies to prevent downgrades using targeted campaigns and persona insights. We also spend some time talking about how LinkedIn campaigns can play a role in your digital motions!
Chapters:
00:00 - Intro
02:42 - Kat’s role at Automox
04:17 - Kat’s unexpected journey into CS
06:00 - The student newspaper era
11:14 - Understanding digital program management
13:08 - The power of data in digital CS
19:40 - Campaigns for specific product adoption
23:00 - Avoiding the risk of downgrade
26:56 - Overcoming challenges with data
30:17 - Why showing your work matters
35:52 - Using LinkedIn ads in digital CS
43:34 - Leveraging external data and persona insights
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
05 Nov 2024
Scaling Customer Education for Digital CS with Adam Avramescu of Personio & the CELab Podcast | Episode 077
00:46:28
Adam Avramescu, Vice President of Customer Education at Personio and co-host of the CELab Podcast, joins the show to share his thoughts on the evolving role of customer education in digital customer success. He and Alex dive into the challenges of content curation, scaling personalized experiences, and the growing importance of integrating education with broader customer experience strategies to drive engagement and advocacy.
Chapters: 00:04:04 - The love-hate relationship with social media 00:05:55 - Life as an expat in Amsterdam 00:07:10 - What "engagement" means in customer education 00:08:53 - Bringing teams together to scale CX 00:10:34 - Building a proper digital customer experience 00:12:14 - Adam’s elevator pitch on digital CS 00:15:39 - The evolution of customer education 00:18:20 - Blurring lines between customer education and CS 00:21:18 - Curation vs. content overload in customer education 00:29:41 - The never-ending ROI debate in CE 00:34:18 - Digital programs and human touch in customer success 00:37:40 - Customer education and building advocacy
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
12 Nov 2024
Lessons in CX Leadership and Strategy with CX "Superwoman" Nat Onions of Customer.io | Episode 078
00:55:19
Nat Onions, CX leader at Customer.io, dives into the importance of data and automation in driving effective customer support and engagement. She shares her experiences from building a customer success program, experimenting with AI tools, and leveraging SMS to scale interactions, while also discussing the significance of diversity and attention to detail in creating impactful digital experiences.
Chapters: 00:02:29 - An early career in design and printing 00:04:14 - Chaos management learned from beer 00:05:23 - Design and attention to detail in CX 00:06:39 - Superman fandom and collecting rare items 00:08:24 - Nat's transition to customer experience leadership 00:10:21 - Building a customer success program at Customer.io 00:15:05 - Defining digital in the CX world 00:18:29 - Launching a virtual assistant for customer support 00:19:44 - The power of automation in summarizing support tickets 00:25:31 - Experimenting with AI and automation tools 00:29:22 - Maximizing SMS for customer engagement 00:35:41 - Strategies to overcome champion change challenges 00:44:25 - Gender diversity in tech and leadership
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
19 Nov 2024
Digital Duct Tape: Leveraging AI to Solve CX Challenges with Scott Wilder | Episode 079
00:39:01
In this episode of the Digital CX Podcast, host Alex Turkovic chats with Scott Wilder, Head of Digital Success at Clari with a wealth of previous experience from Google, Adobe, and HubSpot among others. The conversation explores leveraging AI for customer success, integrating data across platforms, and adopting B2C innovation to enhance digital experiences in the B2B space.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
26 Nov 2024
Where to Find Automation Opportunities to Improve Customer AND Employee Experience | Episode 080
00:34:45
This solo episode of the DCX podcast is inspired by my recent job transition into a new role leading Customer Experience at Belfry Software. As I've just recently joined, I am actively engaged in the process of uncovering the opportunities which exist for automations to be implemented.
The primary goals of implementing these automations are simple: 1) Find places where automation can enhance the Customer Experience 2) Find areas where automation can improve the Employee Experience
Chapters: 01:05 - New Sponsor: Thinkific Plus 01:30 - Upcoming guests 02:45 - Digital CS Maturity Assessment 03:29 - Alex got a new gig! 04:00 - Topic for today: Where to look for automations 06:43 - Support Data 09:00 - Hours Sentiment Tracking 10:28 - We automate for both the customer and employee experience 11:53 - Frequently Distributed Documentation 14:10 - Onboarding 16:36 - Upsell Automation 17:47 - Pre-Renewal Automation 18:57 - Data Hygiene Automation 22:11 - Customer Scorecards & Actions 25:24 - Manual Process Automation 27:59 - The big red flag no no: Don’t automate without doing it manually first.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
03 Dec 2024
Building Automations That Enhance Customer Experience with Samantha David of Monday.com | Ep. 081
00:50:10
Samantha David, a seasoned digital customer success expert, shares her journey from traditional customer service roles to pioneering digital CS strategies. She and Alex discuss the importance of automation, scaling human connection, and blending digital tools with human touchpoints to create proactive, personalized customer experiences.
Chapters: 00:03:36 - From New York hustle to Denver vibes 00:04:17 - Early career tales: Boston Market and Hallmark 00:06:15 - Lessons in evolution at Hallmark 00:08:17 - A journey into tech: Sam's path to digital CS 00:13:25 - What is digital CS, and why does it matter? 00:17:30 - Digital program managers vs. product managers 00:22:31 - Office hours: Scaling human connection 00:28:24 - Building automations to enhance customer success 00:33:38 - Merging digital and human touchpoints 00:38:57 - Digital success hubs inspire a vision 00:41:40 - LinkedIn, meetups, and learning from AI pioneers 00:44:38 - Connect and continue the conversation with Sam
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
10 Dec 2024
Pro Tips for Building a Better Digital CS Program with Marley Wagner | Episode 082
00:54:04
Marley Wagner, a seasoned expert in marketing and customer success, joins the podcast to explore the intersection of digital customer success and cross-functional collaboration. She and Alex discuss strategies for leveraging automation, transforming QBRs, and reimagining customer engagement through data-driven digital programs, all while highlighting the critical link between marketing and CS in driving growth and retention.
Chapters: 00:00 - Intro 03:06 - From Minnesota to Colorado 03:39 - Marketing meets customer success 11:01 - Where digital CS fits within the org 12:40 - The secret to digital CS success: collaboration 16:05 - Building digital customer programs 20:14 - Digital as a strategy AND a segment 25:46 - Measuring digital CS programs effectively 29:54 - Fixing what's broken in digital motions 36:31 - B2C lessons for B2B automation 39:22 - Transforming QBRs with automation 44:57 - Reimagining executive and customer engagement
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
17 Dec 2024
Airtable’s Journey to Scalable Customer Success with Alison Barrett | Episode 083
00:59:37
Alison Barrett, Head of Scaled Customer Success at Airtable, shares her journey from consulting at Deloitte to shaping scalable customer success strategies at fast-growing tech companies like Slack and Mixpanel. She and Alex discuss the power of ambassador programs, AI use cases in CS, and the importance of cross-functional collaboration in building impactful customer education ecosystems.
Chapters:
00:00 - Intro
05:43 - Early career: From Deloitte to startup life
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
24 Dec 2024
Using Google's NotebookLM to Produce a Podcast and Summarize Docs | Episode 084
In this episode, I give you an "over-the-shoulder" peek into using Google's NotebookLM to produce next week's podcast episode!
That is perhaps the most surprising feature of this amazing free tool. Besides that, it's great at summarizing documents or web pages for easy consumption and can be a great resource for you to have in your digital back pocket!
Chapters: 00:00 - Intro 07:21 - Using Google's NotebookLM
Shoutout to Marley Wagner and Bob London who did this LIVE at ChurnZero.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
31 Dec 2024
End Of Year Recap as Told by Google’s NotebookLM | Episode 085
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
07 Jan 2025
Data Hygiene for Great Customer Experiences with Irwin Hipsman of Repetitos | Episode 086
00:49:55
To participate in Irwin's research project, go to https://repetitos.com/research. The first 20 respondents will get a free one-hour session with Irwin!
Irwin Hipsman, Founder at Repetitos, chats with Alex about the importance of data hygiene and how tracking customer movement impacts digital customer success initiatives. The two discuss the challenges of maintaining accurate account health scores, managing segmentation errors, and fostering alignment across teams to optimize customer experiences in an evolving digital landscape.
Chapters:
00:00 - Intro
04:11 - Digital CS maturity and predictive insights
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
14 Jan 2025
From B2C to B2B: Simplicity is Key in Digital CS with Ed Powers | Episode 087
00:49:55
Ed Powers, Principal Consultant at Service Excellence Partners, discusses in depth the measurable impact of digital customer success on revenue retention and long-term loyalty. He and Alex discuss lessons from B2C industries, the importance of viewing the full customer journey, and how companies can embrace constant innovation to scale effectively while avoiding common mistakes in digital CX strategies.
Chapters:
00:00 - Intro
03:01 - Early career lessons at HP
04:01 - Transitioning from hospitality to tech
05:20 - The bridge between B2C and B2B CX
10:53 - CS impact on revenue retention
16:15 - Why exit interviews matter
20:50 - Seeing the customer's true journey
34:37 - Simplifying scale: Peloton and Ben & Jerry's
40:49 - Root causes vs. symptoms in digital motions
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
21 Jan 2025
Digital CS and the Job Market with the Return of Dillon Young of Lifetime Value Media | Episode 088
00:49:39
Dillon Young, founder of Lifetime Value Media, RETURNS to the show to discuss building a media company, the evolving role of the word "digital" in customer success and what it takes to win in this job market. He and Alex explore actionable strategies for creating empathetic customer experiences, leveraging digital tools to drive value, and the importance of authentic networking in career growth.
Chapters: - Intro - Crafting value with micro-content - The rise of digital in customer success - What even is "digital" in CS? - Overzealous tracking gone wrong - Insightful secret shopping for empathy - Building a media empire: small wins, big vision - The emotional toll of job hunting - Why networking is your secret weapon - Building trust and connections in CS - Acknowledging the champions behind the scenes - Where to find Dillon and Lifetime Value Media
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
28 Jan 2025
Current State of AI in CS and Introducing MondAI CS with Michael Forney | Episode 089
This is an episode of "MondAI CS", a new podcast by our CS friend Michael Forney that we recorded last week.
I felt that the content would be fantastic to post here as well.
This episode delves into the intersection of AI and customer success, discussing how technology can both enhance and disrupt customer relationships. We explore the balance between automation and personal interaction, the guilt associated with not using AI, and practical applications for CSMs, illustrating a balanced approach that integrates AI while emphasizing the necessity of human connection.
• The importance of balancing automation with human interaction • Guilt surrounding the adoption of AI tools • Practical AI applications in customer success • The value of combining technology with personalized engagement • The need for checks and balances in automation strategies • Future considerations for integrating AI in customer journeys
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
04 Feb 2025
Transforming Customer Experience with AI-Driven Chatbots and Productivity Tools | Episode 090
00:29:18
In this solo episode of the podcast, I address some recent questions I've gotten specifically about A.I. in CS. A few tangents are included as per usual:
Chapters: 00:00 - Intro 02:42 - When is your program ready for A.I.? 04:10 - Data readiness for installing A.I. 08:14 - Using AI for content generation 11:05 - Staying current or getting up to speed on A.I. 13:25 - Ticket deflection with A.I. 16:00 - Utilizing A.I. in establishing integrations and configurations 17:03 - A.I. Chatbots 18:03 - Google’s NotebookLM use cases 20:35 - What to watch out for in adopting A.I. 23:10 - Start with the Simple Things!
Enjoy! I know I sure did...
Special shoutouts in this episode go out to Ariglad, Clueso, HeyGen, QueryPal and Vitally!
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
11 Feb 2025
Handwritten Notes as a CX Strategy to Surprise & Delight with David Wachs of Handwrytten | Episode 091
00:35:46
David Wachs, founder and CEO of Handwritten, joins the show to discuss how automated handwritten notes can create meaningful customer connections at scale. He and Alex explore the power of personalized outreach, the role of robotics in writing thank-you notes, and how businesses can use this approach to surprise, delight, and build stronger relationships with their customers.
Chapters: 00:00 - Why handwritten notes still matter 02:22 - Introducing David Wachs of Handwritten 02:36 - How robots write handwritten notes 04:09 - Scaling personalization with automation 05:57 - The power of thank-you notes in business 10:29 - Inside Handwrytten’s robot-powered facility 13:41 - Handwritten notes as a CS game-changer 16:04 - Turning complaints into superfans 23:07 - How handwritten notes surprise and delight 25:58 - Common mistakes to avoid with automation 30:16 - The role of data in personalized outreach
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
18 Feb 2025
Inside Fullstory’s Approach to In-App Engagement with Talia Root and Brent Hildebrand | Episode 092
00:41:59
Talia Root and Brent Hildebrand from Fullstory join the Digital CX podcast to discuss the evolving role of digital customer experience, from in-app engagement to balancing scale with personalization. They share insights on measuring success, prioritizing product development, and the key skills that make a great program manager in the digital landscape.
Chapters:
00:03 - Intro
04:18 - Talia’s journey from retail to digital success
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
25 Feb 2025
Back to Basics: The Art of the Renewal Flow | Episode 093
00:28:41
In the spirit of showing our work - I figured I'd take this solo episode as an opportunity to walk you through a renewal flow I've been working on with the team! We also talk about my recent appearance on The Daily Standup where we talk about overcomplicating digital CS.
Lastly, I'd love for you to submit your own work for a mini show-and-tell where you come on to talk about the great things you're building!
Chapters: 00:00 - Intro 03:41 - Overcomplicating digital 05:18 - Digital automation should support the human, not the other way around 07:28 - Showing my work: Pre-renewal flow 12:10 - Design these flows WITH your teams - not in a bubble 13:05 - The renewal flow 18:34 - Is it overkill? 21:10 - What I don’t like about the flow - future expansion 22:05 - Let your customers choose how they want to be communicated with 24:00 - Submit your own work for the show ! Alex@digitalcustomersuccess.com
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
04 Mar 2025
Turning Written Customer Feedback into Meaningful Action for Your Brand | Episode 094
00:19:22
Are you leveraging customer feedback for growth and improvement? In this episode of the Digital CX Podcast, we explore how to transform customer feedback into actionable insights. We discuss the importance of responding to written feedback, especially in the realm of NPS surveys, where qualitative insights can reveal more than numeric scores ever could.
Chapters: 00:00 - Intro 01:58 - Responding to survey responses in a meaningful way 03:39 - The written feedback is the gold 04:25 - Ideas for responding to written feedback 07:32 - Exec vs. User NPS 09:48 - What good looks like 13:15 - It’s operationally difficult, but worth it 14:33 - Actually responding to your survey respondents can differentiate you 14:56 - Responding creates return respondents
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
18 Mar 2025
Start Where You Are: Small Steps to Success with Justin Neal | Episode 95
00:33:43
Justin Neal, a digital customer success expert with a long pedigree in operations, joins the show to break down the fundamentals of digital CS, the power of operational alignment, and how teams can drive impact with limited resources. He and Alex discuss starting small with automation, the key to a successful first 30 days in CS, and standout examples of digital excellence in action.
Chapters:
00:00 - Intro
03:11 - From sales to digital CS mastery
05:00 - Startup vs. enterprise: learning the ropes
06:13 - Consulting, Broadcom, and new ventures
08:08 - Digital CS explained in simple terms
10:30 - Ops and digital: a powerful partnership
14:43 - Doing more with less in CS
19:39 - Start small: digital CS doesn’t need perfection
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
08 Apr 2025
The Art of Collaboration in Digital CS with Holly Goodliffe | Episode 096
00:36:53
Digital CS consultant Holly Goodliffe joins the Digital CX podcast to share her journey from the nonprofit world to tech leadership and discuss the evolving role of digital CS in complex, stakeholder-rich environments. She and Alex explore how simplifying digital engagement, deploying timely CTAs, and adopting a Scrum mindset can empower teams to drive smarter, scalable customer experiences.
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.
Buy Alex a Cup of Coffee: This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com
Améliorez votre compréhension de The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I. avec My Podcast Data
Chez My Podcast Data, nous nous efforçons de fournir des analyses approfondies et basées sur des données tangibles. Que vous soyez auditeur passionné, créateur de podcast ou un annonceur, les statistiques et analyses détaillées que nous proposons peuvent vous aider à mieux comprendre les performances et les tendances de The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.. De la fréquence des épisodes aux liens partagés en passant par la santé des flux RSS, notre objectif est de vous fournir les connaissances dont vous avez besoin pour vous tenir à jour. Explorez plus d'émissions et découvrez les données qui font avancer l'industrie du podcast.
