To participate in Irwin's research project, go to https://repetitos.com/research. The first 20 respondents will get a free one-hour session with Irwin!

Irwin Hipsman, Founder at Repetitos, chats with Alex about the importance of data hygiene and how tracking customer movement impacts digital customer success initiatives. The two discuss the challenges of maintaining accurate account health scores, managing segmentation errors, and fostering alignment across teams to optimize customer experiences in an evolving digital landscape.

Chapters:

• 00:00 - Intro 
• 04:11 - Digital CS maturity and predictive insights  
• 05:11 - Account vs. individual health scores  
• 06:12 - The basics of customer database health  
• 08:03 - Challenges in tracking customer movement  
• 09:26 - Irwin’s path from radio to digital  
• 12:54 - Misaligned languages among teams  
• 15:57 - What digital CS should strive for
• 21:47 - Prioritizing data cleanup  
• 28:16 - Tracking champions who leave  
• 32:12 - Keeping data hygiene ongoing  
• 36:11 - Segmentation errors and blunders

Enjoy! I know I sure did…

Irwin's Linkedin: https://www.linkedin.com/in/irwinhipsman/
Repetitos: https://repetitos.com/

Support the show

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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

🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com

Support the show

+++++++++++++++++

Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.

Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.

Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/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

Link to this episode on YouTube: https://youtu.be/23MrFuVuMmg

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.

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

🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com

Alison Barrett, Head of Scaled Customer Success at Airtable, shares her journey from consulting at Deloitte to shaping scalable customer success strategies at fast-growing tech companies like Slack and Mixpanel. She and Alex discuss the power of ambassador programs, AI use cases in CS, and the importance of cross-functional collaboration in building impactful customer education ecosystems.

Chapters:

• 00:00 - Intro
• 05:43 - Early career: From Deloitte to startup life
• 06:32 - Mixpanel & the rise of product analytics
• 09:06 - Slack's champion program: Fostering in-house advocates
• 12:29 - Scaling CS: Operations, tools and voice of customer
• 18:16 - Airtable ambassador program & NDR success story
• 21:55 - Building AI use cases in CS with Airtable
• 30:29 - Creating a scalable customer education ecosystem
• 36:15 - Prioritizing quick wins & standardizing playbooks
• 37:28 - The power of cross-functional collaboration
• 41:52 - Empowering teams through mission & vision clarity
• 45:59 - Capturing executive alignment with walking decks

Enjoy! I know I sure did...

Alison's LinkedIn: https://www.linkedin.com/in/alison-barrett-cs/

Support the show

+++++++++++++++++

Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.

Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.

Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/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

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  

Enjoy! I know I sure did…

Marley's Linkedin: https://www.linkedin.com/in/marleywagner/

Support the show

+++++++++++++++++

Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.

Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.

Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/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

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

Enjoy! I know I sure did…

Samantha's Linkedin: https://www.linkedin.com/in/samanthaedavid/

Support the show

+++++++++++++++++

Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.

Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.

Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/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

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.

Links:
- Monthly Digital & Scale Meetup - digitalsuccess.gradual.us
- Digital CS Maturity Assessment - https://digitalcustomersuccess.com/dcsmaturity

Support the show

+++++++++++++++++

Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.

Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.

Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/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

In this episode of the Digital CX Podcast, host Alex Turkovic chats with Scott Wilder, Head of Digital Success at Clari with a wealth of previous experience from Google, Adobe, and HubSpot among others. The conversation explores leveraging AI for customer success, integrating data across platforms, and adopting B2C innovation to enhance digital experiences in the B2B space.

Chapters:

• 04:02 - Transition to digital growth
• 06:57 - Inbound vs. outbound digital CX
• 08:35 - The struggle with platform silos
• 10:01 - AI in Clari’s CX strategy
• 11:53 - Chatbots and federated search
• 13:12 - Building the business case for AI
• 14:32 - Customer-driven innovation in CS
• 16:59 - Tackling data hygiene challenges
• 19:45 - Fun approaches to data cleanup
• 21:01 - Selecting the right chatbot vendor
• 24:05 - Embracing B2C innovation in B2B
• 28:23 - SMS as an untapped B2B strategy
• 30:30 - Exploring AI and educational resources

Enjoy! I know I sure did…

Scott's Linkedin: https://www.linkedin.com/in/wilder/
Join our Monthly Meetup: https://digitalsuccess.gradual.us/

Support the show

+++++++++++++++++

Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.

Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.

Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/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

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

🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com

Adam Avramescu, Vice President of Customer Education at Personio and co-host of the CELab Podcast, joins the show to share his thoughts on the evolving role of customer education in digital customer success. He and Alex dive into the challenges of content curation, scaling personalized experiences, and the growing importance of integrating education with broader customer experience strategies to drive engagement and advocacy.

Chapters:
00:04:04 - The love-hate relationship with social media  
00:05:55 - Life as an expat in Amsterdam  
00:07:10 - What "engagement" means in customer education  
00:08:53 - Bringing teams together to scale CX  
00:10:34 - Building a proper digital customer experience  
00:12:14 - Adam’s elevator pitch on digital CS  
00:15:39 - The evolution of customer education  
00:18:20 - Blurring lines between customer education and CS  
00:21:18 - Curation vs. content overload in customer education  
00:29:41 - The never-ending ROI debate in CE  
00:34:18 - Digital programs and human touch in customer success  
00:37:40 - Customer education and building 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

🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com