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

In this episode, we tackle the ago-old question in digital customer success: how do you gracefully transition customers from ahigh-touch, one-on-one CSM relationship to a scalable self-serve digital motion?

It's a critical challenge as businesses grow and seek to optimize valuable CSM time.

We dive deep into why segmentation needs to go beyond just Annual Recurring Revenue (ARR), exploring additional factors like product complexity and future growth potential to ensure the right customers get the right level of human support.

Discover the prerequisites for a successful digital transition, including the necessity of a robust, self-serve foundation and a smart triggering mechanism to proactively engage customers. 

I share insights on reframing the conversation from "what they're losing" to "what they're gaining," and the importance of always providing a human bailout option.

We also touch on virtual QBRs and auto-renewal strategies. 

Join me to learn how to prepare your CS motions for digital, keep customers engaged and empower them in a hybrid digital-human experience.

Email Template mentioned in the show: https://docs.google.com/document/d/1SSTLT2iOZ7O271zvJ2n55jHx3MgWrO72IMrSM56HXs4/edit?usp=sharing

Support the show

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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. 

FREE Digital CX Maturity Assessment:
Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program.

Register for The Digital CX Masterclass:
An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!

Subscribe to the Newsletter:
A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.

Thank you for all of your support!

The Digital Customer Success Podcast is hosted by Alex Turkovic

Today I’m joined by Stephanie Blair, Founder of Know & Flourish (https://knowandflourish.com/), for a practical conversation on digital career growth in Customer Success. We dig into how to build a career identity (not just a title), why experimentation matters, and how to expand your lane without burning out. You’ll hear a real-world example from my team of turning a scrappy spreadsheet into a lightweight web tool, and what that kind of initiative can do for your brand inside the business.

We also talk about the shift in CS org design: the rise of digital program managers, AI-assisted workflows, and yes - why human, IRL moments still win renewals. 

If you’re exploring a pivot into CS (from sales/marketing/product) or within CS (service → expansion, or IC → leader), Stephanie breaks down how to translate your skills, control your narrative, and interview like a peer.

Housekeeping: I’ll be co-chairing the CS Summit in Austin later this month, and the Digital CX Masterclass is coming soon join the waitlist at https://DigitalCustomerSuccess.com/Masterclass to be first in line.

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

Support the show

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

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

FREE Digital CX Maturity Assessment:
Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program.

Register for The Digital CX Masterclass:
An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!

Subscribe to the Newsletter:
A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.

Thank you for all of your support!

The Digital Customer Success Podcast is hosted by Alex Turkovic

Welcome to episode 100! I’m joined by Chuck Ganapathi, Gainsight’s new CEO, for a wide-ranging, candid conversation about where customer success is headed and what leaders should do right now.

We start with Chuck’s career through four platform eras: mainframe to client/server to cloud to AI - and how those shifts shape strategy. He shares the little-known origin story of “Customer Success” at Salesforce, Gainsight’s early days, and why integrations (Salesforce, SAP CX, Microsoft Dynamics) are never “done”—they’re living systems that demand clean data and constant tuning.

Then we dig into Chuck’s concept of Retention-as-a-Service. In a world where retention is existential, the 80/20 mindset breaks. Every dollar matters, which means every customer matters. We talk agentic AI (augmentation vs autonomy), how a “renewal agent” can cover the long tail, and why the magic is orchestration—letting agents handle the repeatable while humans lean into judgment, relationships, and value.

We close with practical automation stories, a few resources Chuck follows, and a reminder that the human-to-human piece isn’t going anywhere.

Links in Today's Episode:

• Ethan Mollik: One Useful Thing
• Saanya Ojha
• Jamin Ball: Clouded Judgement
• Andrej Karpathy on the Dwarkesh Podcast: AGI is still a decade away

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

Support the show

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

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

FREE Digital CX Maturity Assessment:
Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program.

Register for The Digital CX Masterclass:
An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!

Subscribe to the Newsletter:
A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.

Thank you for all of your support!

The Digital Customer Success Podcast is hosted by Alex Turkovic

In Episode 99, I do something a little different: I take you behind the scenes as I use ChatGPT in voice mode to design a real automation from start to finish. The goal? Build an internal chatbot for product and engineering that’s trained on CX call transcripts stored in Gong, so teams can ask targeted questions (“What’s frustrating customers in Module X?”) and get instant, concise answers with deep links back to the exact call moments.

You’ll hear how I frame the problem, push the model to avoid hallucinations, and pick a stack that balances speed, privacy, and scale: Gong → Airtable as the searchable store → a Zapier-hosted chatbot for querying. We also cover transcript hygiene (auto-removing small talk and personal details), vendor privacy considerations, and a simple habit hack: having AI remind you later to actually implement the ideas you generated while walking the dog.

I’ll link the step-by-step PDF I asked ChatGPT to generate in the show notes so you can follow along and adapt it to your environment.

If this sparks ideas for your own digital CX programs, follow/subscribe and drop a review—it really helps more practitioners find the show.

Support the show

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

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

FREE Digital CX Maturity Assessment:
Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program.

Register for The Digital CX Masterclass:
An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!

Subscribe to the Newsletter:
A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.

Thank you for all of your support!

The Digital Customer Success Podcast is hosted by Alex Turkovic

In this episode, we dig into a shift I think is non-negotiable in today’s AI-first world: you must become the director, not the doer. Inspired by Dan Martell’s framework, we explore how AI should handle the execution — while you define the outcome, set constraints, and bring the human edge.

I introduce the three pillars that separate average from exceptional direction: Vision, Taste & Care. You’ll hear how I use them in real-world workflows, the traps I fell into trying to do everything myself, and a few tactical moves (prompts, boundaries, feedback loops) that helped me step up.

If you feel like you’re driving but still stuck doing all the work — this one’s for you.

👉 Hit follow/subscribe so you don’t miss future episodes, and if this one lands, leave a review or drop me a line.

Support the show

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

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

FREE Digital CX Maturity Assessment:
Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program.

Register for The Digital CX Masterclass:
An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!

Subscribe to the Newsletter:
A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.

Thank you for all of your support!

The Digital Customer Success Podcast is hosted by Alex Turkovic

After a short hiatus, Alex is back—and he’s bringing some big energy and even bigger ideas to the Digital Customer Success podcast. In this solo episode, he shares a deeply personal and practical reflection on how we can create magical, human moments in our digital programs—at scale.

Inspired by Will Guidara’s book Unreasonable Hospitality, Alex explores what it means to go beyond the expected, whether that’s sending a baby gift, a surprise mouse (the tech kind), or a handwritten note. The kicker? You can use AI and automation to help you spot those moments—without losing the human touch.

You’ll learn:

• Why emotional connection matters more than ever in CX
• How to train your systems (and your team) to spot moments of magic
• Real-world examples you can replicate
• Tools like Gong, Zapier, and Handwrytten in action

If you’re looking for a way to stand out in a sea of digital sameness, this episode’s for you. Subscribe and stick around—we’re just getting started.

Support the show

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

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

FREE Digital CX Maturity Assessment:
Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program.

Register for The Digital CX Masterclass:
An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!

Subscribe to the Newsletter:
A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.

Thank you for all of your support!

The Digital Customer Success Podcast is hosted by Alex Turkovic

Digital CS consultant Holly Goodliffe joins the Digital CX podcast to share her journey from the nonprofit world to tech leadership and discuss the evolving role of digital CS in complex, stakeholder-rich environments. She and Alex explore how simplifying digital engagement, deploying timely CTAs, and adopting a Scrum mindset can empower teams to drive smarter, scalable customer experiences.

Chapters:

• Complexity, stakeholders, and collaboration  
• Navigating toes and turf wars  
• Building trust through shared strategy  
• Key traits of successful digital leaders  
• What Holly’s clients are asking for now  
• Digital doesn’t have to be daunting  
• Spotify Wrapped vibes for B2B  
• The data dilemma and simple starts  
• Omnichannel kindergarten vs. strategy  
• The art of simple, timely CTAs  
• Scrum mindset for digital execution  
• Staying smart with content and courage  

Enjoy! I know I sure did…

Holly's Linkedin: https://www.linkedin.com/in/hollygoodliffe/

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

Support the show

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

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

FREE Digital CX Maturity Assessment:
Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program.

Register for The Digital CX Masterclass:
An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!

Subscribe to the Newsletter:
A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.

Thank you for all of your support!

The Digital Customer Success Podcast is hosted by Alex Turkovic

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  
• 21:05 - Nailing the first 30 days of CS  
• 23:52 - Seeing digital excellence in the wild  

Enjoy! I know I sure did…

Justin's Linkedin: https://www.linkedin.com/in/justintneal/

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

Support the show

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

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

FREE Digital CX Maturity Assessment:
Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program.

Register for The Digital CX Masterclass:
An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!

Subscribe to the Newsletter:
A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.

Thank you for all of your support!

The Digital Customer Success Podcast is hosted by Alex Turkovic

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 

Enjoy! I know I sure did...

Support the show

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

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

FREE Digital CX Maturity Assessment:
Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program.

Register for The Digital CX Masterclass:
An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!

Subscribe to the Newsletter:
A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.

Thank you for all of your support!

The Digital Customer Success Podcast is hosted by Alex Turkovic

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 ! [email protected]

Enjoy! I know I sure did...

If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass.

Support the show

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

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

FREE Digital CX Maturity Assessment:
Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program.

Register for The Digital CX Masterclass:
An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week!

Subscribe to the Newsletter:
A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX.

Thank you for all of your support!

The Digital Customer Success Podcast is hosted by Alex Turkovic