End Of Year Recap as Told by Google’s NotebookLM | Episode 085

Transcript

Exploring Digital CX Podcast Evolution

Speaker 1 0:04

Today is a continuation of last week's episode , so stay tuned . Once again , welcome to the Digital Customer Experience Podcast with me , alex Turkovich , so glad you could join us here today and every week as we explore how digital can help enhance the customer and employee experience . My goal is to share what my guests and I have learned over the years so that you can get the insights that you need to evolve your own digital programs . If you'd like more info , need to get in touch or sign up for the weekly companion newsletter that has additional articles and resources in it . Go to digitalcustomersuccesscom . For now , let's get started .

Speaker 1 0:43

Hello , welcome back to the Digital CX Podcast , the show where we talk about all things digital in CX , and this is episode 85 , which is a continuation of last week's episode . If you remember , last week we worked on Notebook LM or worked with Notebook LM , I should say , which is Google's cool notebook slash podcast producer app Very bizarre combination of things , but we worked with it to essentially produce a year-end review of the Digital CX podcast . So what we're going to do today is to listen to the outputs of what it is we fed into Notebook LM and what it gave us back in terms of a very cool co-hosted podcast episode . It's also a great opportunity for me to disappear from the rest of this episode and let the Google-generated co-hosts of this podcast take over , and so , without further ado , here's for the next seven . Eight minutes is a urine review of the Digital CX podcast as produced by Notebook LM .

Speaker 1 1:50

Before I let them take over , though , I wanted to wish everyone a very happy new year , as this is coming out Christmas Eve , sorry , not Christmas Eve . New Year's Eve . Very happy new year , and I really hope the best for all of you for 2025 . Thank you for such a stellar 2024 . I would not be here without your listenership and without the great sponsors that we have for the show and all of that great stuff . So thank you , thank you , thank you from the bottom of my heart for a wonderful 2024 . And here's to an even better 2025 . Here we go .

Speaker 2 2:26

All right . So we're diving deep into a year's worth of the Digital CX podcast . You've given us transcripts and articles and even some personal notes . This show was busy in 2024 . We're giving you the VIP backstage pass to their year .

Speaker 3 2:40

Yeah , the podcast itself really evolved this year . It went from just digital customer success to a bigger picture of digital customer experience .

Speaker 2 2:48

You're right . Like they realized , digital touches every part of the customer journey and no one department can own the whole experience . Episode 50 really emphasized collaboration .

Speaker 3 2:59

Exactly . Marketing , product support and sales can't just do their own thing . They need to be in sync to create a seamless digital experience for the customer .

Speaker 2 3:06

And then there's episode 65 with the four pillars of digital customer success Customer journey , healthy-ish data , digital automation and content .

Speaker 3 3:14

It's such a simple framework , but it's powerful , and they dug deep into why each one is crucial and how they all work together .

Speaker 2 3:21

Okay , let's unpack these pillars a bit . I remember thinking the healthy-ish data thing was interesting . Why not just say clean data ?

Speaker 3 3:28

Because perfect data is a myth . It's more important to focus on making your data usable , even if it's a little messy . As long as you can get insights from it , you're good .

Speaker 2 3:36

Makes sense . I'm guessing the customer journey pillar is all about mapping out the customer's experience .

Speaker 3 3:41

Yes , but it goes beyond the obvious . It's about understanding those micro moments , those tiny interactions that shape how a customer sees your brand .

Speaker 2 3:51

Can you give me an example ?

Speaker 3 3:52

Sure . Think about a customer who stops using a key feature . That could be a sign that they're struggling . It's a chance to intervene with a helpful message or proactive support .

Speaker 2 4:02

It's about being tuned in to those signals and responding in a way that feels personalized , not intrusive .

Speaker 3 4:09

Exactly , and that's where automation and content come in .

Speaker 2 4:12

So automation isn't just about making things easier for your team . It's about a better experience for the customer .

Speaker 3 4:18

Absolutely Like . Imagine a customer completes an onboarding step . You could have an automated email that congratulates them and shows them the next step . It feels seamless and supportive .

Speaker 2 4:26

It's about anticipating needs and delivering value at the right time .

Speaker 3 4:30

And content is the fuel for those interactions . The Digital CX podcast talked about making your content clear , engaging and easy to find .

Speaker 2 4:39

Yeah , they had a whole episode about content curation . You don't always have to create everything from scratch . You can use stuff from other teams and repurpose it .

Speaker 3 4:45

Exactly . Content doesn't have to be perfect , especially if you need to get it out there quickly . Focus on clarity and usefulness above all else .

Speaker 2 4:54

They even covered the whole AI thing head on . I was still wrapping my head around generative AI .

Speaker 3 4:59

Well , episode 55 was all about AI for customer success managers . They explained how tools like ChatGPT can boost productivity . They even had a framework called RISN for writing good prompts .

Speaker 2 5:10

Wait , remind me what RISN stands for .

Speaker 3 5:12

Role , instruction , steps , expectation and Narrowing . It helps you structure your prompts so the AI knows exactly what you want .

Speaker 2 5:18

Okay , that makes more sense . It's like giving the AI a clear set of instructions .

Speaker 3 5:22

Exactly , and they gave examples like using AI to write outreach messages or summarize customer conversations or even make presentations . It's about AI as a tool to help humans , not replace them .

Speaker 2 5:35

Welcome back to our deep dive . It's amazing how much they covered in 2024 .

Speaker 3 5:40

Yeah , we've talked about the shift to DCX and the four pillars , but I really liked the episodes where they connected theory and practice .

Speaker 2 5:49

Totally . They didn't just talk about concepts , they showed how they work in real life , like episode 70, . All about measuring success .

Speaker 3 5:54

Oh yeah , they talked about using CS metrics and marketing metrics to get the whole picture .

Speaker 2 5:58

Exactly . You need to understand how those metrics relate to each other and how they help you reach your goals .

Speaker 3 6:04

They had examples like analyzing onboarding emails .

Speaker 2 6:07

Right , or how in-app tutorials affect feature adoption . It's about proving the value of your digital program .

Speaker 3 6:13

And they didn't ignore the challenges , like episode 60 , where they talked about measuring customer health without all the fancy data that was helpful for people , without the best tools . They said to get creative and use data from your community platform or even support tickets to see how engaged customers are .

Speaker 2 6:29

It was all about finding clues about customer needs .

Speaker 3 6:32

Right , sometimes you have to be a data detective .

Speaker 2 6:35

So we've got our data and we're measuring things , yeah , but how do we improve the customer experience ?

Speaker 3 6:40

That's where those four pillars come back in .

Speaker 2 6:42

Okay .

Speaker 3 6:42

And they did a good job of showing how to apply them . Like the customer journey pillar , Episode 65 had some good points about mapping touch points .

Speaker 2 6:50

Yeah , they said to go beyond the big milestones , like onboarding , and focus on those smaller moments that make a big difference .

Speaker 3 6:57

They gave that example of a customer who stops using a feature . It's a perfect time to send a helpful email .

Speaker 2 7:02

Like they're saying , don't wait for the customer to reach out .

Speaker 3 7:05

Exactly , and that's where automation is so powerful .

Speaker 2 7:08

Speaking of automation , Episode 80 was full of ideas . I loved how they shared their own process for brainstorming automation opportunities .

Speaker 3 7:16

It was like we were right there with them , and they talked about automating internal tasks too .

Speaker 2 7:21

Right . They said if you can free up your team from boring tasks , they'll have more time for relationships and problem solving .

Speaker 3 7:27

And happy employees means happy customers right .

Speaker 2 7:30

Totally , but you need the right content to make that automation work .

Speaker 3 7:34

Right , that's the content pillar .

Speaker 2 7:36

And they had some real advice about content , like in episode 65 , where they talked about creating content that's valuable to the customer .

Speaker 3 7:42

Yeah , and they were honest about it . They said creating content is a lot of work yeah , but they said to be creative and repurpose materials .

Speaker 2 7:49

They even said it doesn't have to be perfect .

Speaker 3 7:51

Just clear , concise and helpful .

Speaker 2 7:53

Okay , so we've covered those four pillars . What about AI ?

Speaker 3 7:57

It was a huge theme all year and they did a great job explaining it . Episode 55 with the RISN framework was a standout .

Speaker 2 8:05

Yeah , that framework really helped me understand AI .

Speaker 3 8:07

Right , it's like instructions for talking to the AI , and they showed us all sorts of AI tools for writing messages , summarizing conversations and even making presentations .

Speaker 2 8:18

It was inspiring .

Speaker 3 8:19

Yeah , and they talked about the fears people have about AI . They said these tools are here to help us , not replace us .

Speaker 2 8:25

That was good to hear . It's not about the machines taking over . It's about using AI so we can focus on the things that need human skills .

Speaker 3 8:34

So we've seen how the Digital CX podcast changed in 2024 from their new focus to the four pillars and even AI . It's been a lot , but they didn't just talk about it , they actually did it too . What ?

Speaker 2 8:47

do you mean ?

Speaker 3 8:47

Well , they had some big achievements this year , like that Digital CS maturity assessment in episode 75 .

Speaker 2 8:53

Oh yeah , that was a great way to figure out how good your digital programs are .

Speaker 3 8:57

Exactly . And they didn't just give you a score , they told you how to improve .

Speaker 2 9:01

Right and it was easy to use .

Speaker 3 9:03

Just showed they really care about helping the community .

Speaker 2 9:05

And they were so consistent with the podcast .

Speaker 3 9:07

Yeah , they never missed a week .

Speaker 2 9:08

It's impressive , especially with everything going on .

Speaker 3 9:11

Choose their passion .

Speaker 2 9:12

And they had a good mix of solo episodes and interviews .

Speaker 3 9:15

Right , it was like getting a crash course in digital CX .

Speaker 2 9:18

And speaking of journeys , what about that big announcement in episode 80 ?

Speaker 3 9:22

Oh yeah , the host got a new job at Belfry .

Speaker 2 9:25

I was so happy for them .

Speaker 3 9:27

Me too . It was great to see them put everything they learned into practice .

Speaker 2 9:31

It proved that all this stuff really works Exactly .

Speaker 3 9:40

And they kept doing the podcast even with the new job . It shows how

Empowering Digital CX Innovations

Speaker 3 9:43

much they care about the community . So , as we wrap up this deep dive , I think the Digital CX podcast is more than just a podcast .

Speaker 2 9:46

I agree , it's a community , a resource and an inspiration .

Speaker 3 9:49

They've made complex things simple and shared great advice .

Speaker 2 9:52

And I'm sure they'll keep shaping the future of Digital CX .

Speaker 3 9:54

So here's a thought for you , the listener .

Speaker 2 9:56

How will you use what you've learned to make better digital experiences ?

Speaker 3 10:02

The tools are out there .

Speaker 2 10:03

It's up to you to make a difference .

Speaker 3 10:04

Keep learning and keep innovating .

Speaker 1 10:06

See you next time . Thank you for joining me for this episode of the Digital CX Podcast . If you like what we're doing , consider leaving us a review on your podcast platform of choice . If you're watching on YouTube , leave a comment down below . It really helps us to grow and provide value to a broader audience and get more information about the show and some of the other things that we're doing at digitalcustomersuccesscom . I'm Alex Tergovich . Thanks so much for listening . I'll talk to you next week .