By Alex Turkovic
This podcast is for Customer Experience leaders and practitioners alike; focused on creating community and learning opportunities centered around the burgeoning world of Digital CX.
5
1515 ratings
The podcast currently has 80 episodes available.
In this episode of the Digital CX Podcast, host Alex Turkovic chats with Scott Wilder, Head of Digital Success at Clari with a wealth of previous experience from Google, Adobe, and HubSpot among others. The conversation explores leveraging AI for customer success, integrating data across platforms, and adopting B2C innovation to enhance digital experiences in the B2B space.
Chapters:
Enjoy! I know I sure did…
Scott's Linkedin: https://www.linkedin.com/in/wilder/
Join our Monthly Meetup: https://digitalsuccess.gradual.us/
This episode of the DCX Podcast is brought to you by Thinkific Plus, a Customer Education platform designed to accelerate customer onboarding, streamline the customer experience and avoid employee burnout.
For more information and to watch a demo, visit https://www.thinkific.com/plus/
Support the show
+++++++++++++++++
Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.
Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.
Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Nat Onions, CX leader at Customer.io, dives into the importance of data and automation in driving effective customer support and engagement. She shares her experiences from building a customer success program, experimenting with AI tools, and leveraging SMS to scale interactions, while also discussing the significance of diversity and attention to detail in creating impactful digital experiences.
Chapters:
00:02:29 - An early career in design and printing
00:04:14 - Chaos management learned from beer
00:05:23 - Design and attention to detail in CX
00:06:39 - Superman fandom and collecting rare items
00:08:24 - Nat's transition to customer experience leadership
00:10:21 - Building a customer success program at Customer.io
00:15:05 - Defining digital in the CX world
00:18:29 - Launching a virtual assistant for customer support
00:19:44 - The power of automation in summarizing support tickets
00:25:31 - Experimenting with AI and automation tools
00:29:22 - Maximizing SMS for customer engagement
00:35:41 - Strategies to overcome champion change challenges
00:44:25 - Gender diversity in tech and leadership
Enjoy! I know I sure did…
Nat's Linkedin: https://www.linkedin.com/in/natalie-onions/
Support the show
+++++++++++++++++
Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.
Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.
Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Adam Avramescu, Vice President of Customer Education at Personio and co-host of the CELab Podcast, joins the show to share his thoughts on the evolving role of customer education in digital customer success. He and Alex dive into the challenges of content curation, scaling personalized experiences, and the growing importance of integrating education with broader customer experience strategies to drive engagement and advocacy.
Chapters:
00:04:04 - The love-hate relationship with social media
00:05:55 - Life as an expat in Amsterdam
00:07:10 - What "engagement" means in customer education
00:08:53 - Bringing teams together to scale CX
00:10:34 - Building a proper digital customer experience
00:12:14 - Adam’s elevator pitch on digital CS
00:15:39 - The evolution of customer education
00:18:20 - Blurring lines between customer education and CS
00:21:18 - Curation vs. content overload in customer education
00:29:41 - The never-ending ROI debate in CE
00:34:18 - Digital programs and human touch in customer success
00:37:40 - Customer education and building advocacy
Enjoy! I know I sure did…
Adam's Linkedin: https://www.linkedin.com/in/adam-avramescu/
Support the show
+++++++++++++++++
Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.
Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.
Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
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:
Enjoy! I know I sure did…
Kat's Linkedin: https://www.linkedin.com/in/kat-breeggemann/
Support the show
+++++++++++++++++
Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.
Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.
Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
In this solo episode of the podcast, I spend a bit of time recapping a recent talk I gave together with Dan Ennis at Churn-In, ChurnZero's annual conference and also take some time to discuss the launch of the Digital CS Maturity Assessment, which you can go through by following this link for free: https://digitalcustomersuccess.com/dcsmaturity/
I then go through a bit of Q&A from the Zero-In session itself! See the chapters to jump to a specific question.
Chapters:
00:00 - Intro
01:18 - Churn-In Recap
01:36 - Digital CS Maturity Assessment
04:30 - How to Measure the ROI of your Digital program
08:41 - Which self-service mediums are most effective in the SaaS world today that help to promote advocates and reduce support costs?
13:58 - Do you have any books, podcasts or frameworks you would recommend for newbies?
16:13 - “Tech Touch”, Digital SC and Scaled CS interchangeability
18:21 - Incorporating contextual data in predictive modeling
Enjoy! I know I sure did.
Special shoutout to:
- Dan Ennis: my awesome co-presenter at Churn-In
- Keishla Ceasar-Jones, Malachi Hopoate, Sylvanie Tweed & Tom Battle for their great questions!
Support the show
+++++++++++++++++
Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.
Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.
Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
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:
Joe's Linkedin: https://www.linkedin.com/in/josephdigrande/
Support the show
+++++++++++++++++
Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.
Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.
Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
In this podcast episode, Natalia Andreeva and Kaelon Russell of 15Five share their journey of building a digital customer success program from the ground up. They discuss their approach to content strategy, onboarding experiments, user health scoring, and the importance of cross-functional collaboration, highlighting how they integrate human and digital interactions to optimize customer engagement and business outcomes.
Chapters:
00:00:00 - Intro
00:05:19 - From accidental CrossFit owner to digital CS leader
00:06:22 - Defining digital customer success today
00:10:54 - The birth of 15Five’s digital CS program
00:13:15 - Content’s role in digital CS success
00:17:43 - Measuring success through onboarding experiments
00:19:32 - Building a diverse digital CX team
00:23:39 - Experimenting with abandoned cart campaigns
00:27:46 - Evolving from manual to automated solutions
00:29:22 - Finding the balance: one-on-one vs. digital engagement
00:33:32 - Personalized customer journeys at scale
00:34:47 - User-level health scores in action
00:38:06 - Harnessing data to power CX strategies
00:44:23 - The importance of cross-functional collaboration
Enjoy! I know I sure did…
Natalia’s Linkedin: https://www.linkedin.com/in/scalecx/
Kaelon’s LinkedIn: https://www.linkedin.com/in/kaelonrussell/
Support the show
+++++++++++++++++
Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.
Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.
Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Larissa Licha, co-founder and CEO of Joyn, discusses the challenges of cross-department collaboration between customer-facing teams and R&D, particularly in fast-growing tech companies. She also shares insights from her entrepreneurial journey, emphasizing the need for flexibility in product development and the role of AI in optimizing business processes and decision-making.
Also, congrats to Larissa and team for becoming part of the CS Angel community by securing a seed round!
Chapters:
02:12 - Larissa’s journey from tattoo artist to tech founder
09:50 - Challenges of scaling at a growing company
14:53 - Founding Joyn to solve cross-department collaboration
17:26 - R&D and customer team misalignment
21:20 - Executives and the unseen cost of simple asks
24:06 - The buffer role between teams and executives
26:17 - Joyn’s role in connecting data and bridging gaps
35:01 - Meeting customers where they work
38:51 - AI as an aggregator of business information
41:23 - Ethical AI concerns in the race to innovate
45:15 - AI becoming a cost of doing business
Enjoy! I know I sure did…
Larissa’s Linkedin: https://www.linkedin.com/in/larissa-licha-0441738b/
Joyn: https://www.joyn.one/
This episode of the DCX Podcast is brought to you by Thinkific Plus, a Customer Education platform designed to accelerate customer onboarding, streamline the customer experience and avoid employee burnout.
For more information and to watch a demo, visit https://www.thinkific.com/plus/
Support the show
+++++++++++++++++
Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.
Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.
Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Bernard Slowey, VP of Digital Customer Success at Salesforce, joins the show to discuss the transformation of customer service through digital tools, AI, and data-driven insights. He and Alex explore how Salesforce is leading the way in enhancing customer experiences by unifying support, success, and training portals, leveraging burgeoning AI tools like Einstein, and focusing on seamless handoffs between digital and human interactions to drive proactive, personalized service.
Chapters:
00:00 - Intro
04:19 - Early career at AOL and Microsoft
07:33 - Learning from Microsoft’s transformation
10:02 - Defining digital customer success
11:38 - Enhancing self-service through data
13:55 - The importance of smooth handoff to humans
15:06 - Building unified digital experiences at Salesforce
18:45 - Success score transparency and customer insights
22:58 - AI-driven customer interactions and adoption
28:34 - Launching Einstein service agent
36:00 - Conversational future of customer service
40:03 - Voice-powered AI interactions
44:49 - B2C leading in digital customer experiences
Enjoy! I know I sure did…
Bernard's LinkedIn: https://www.linkedin.com/in/bslowey/
This episode of the DCX Podcast is brought to you by Thinkific Plus, a Customer Education platform designed to accelerate customer onboarding, streamline the customer experience and avoid employee burnout.
For more information and to watch a demo, visit https://www.thinkific.com/plus/
Support the show
+++++++++++++++++
Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.
Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.
Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Monthly Scale and Digital Meetup: https://digitalsuccess.gradual.com
The Ultimate Guide to Digital CS: 4 Pillars for Success w/ Alex Turkovic & Jan Young: https://zoom.us/webinar/register/6817263533053/WN_GqOn3y7JSZWBt_YM3i87kw#/registration
In today's show...
Measuring Digital Customer Success can be an elusive thing. It necessitates borrowing from all manner of different practices in order to do it effectively.
In this solo episode, I break down four areas of focus for establishing KPIs in DCS:
Chapters:
Enjoy! I know I sure did.
This episode of the DCX Podcast is brought to you by Thinkific Plus, a Customer Education platform designed to accelerate customer onboarding, streamline the customer experience and avoid employee burnout.
For more information and to watch a demo, visit https://www.thinkific.com/plus/
Support the show
+++++++++++++++++
Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.
Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.
Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
The podcast currently has 80 episodes available.
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