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/

Thank you to our sponsor, QueryPal!
QueryPal is an incredible platform for support leaders who want to optimize their operations!

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

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/

Thank you to our sponsor, QueryPal!
QueryPal is an incredible platform for support leaders who want to optimize their operations!

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

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.

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 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

Enjoy! I know I sure did...

Thank you to our sponsor, QueryPal!
QueryPal is an incredible platform for support leaders who want to optimize their operations!

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

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  
• 05:42 - Brent’s path from sales to digital CX  
• 07:30 - Scale vs. digital: What’s the difference?  
• 09:15 - The push for in-app engagement  
• 12:09 - Choosing what to build first  
• 16:00 - Measuring success: Metrics that matter  
• 21:29 - Balancing in-app and email engagement  
• 27:15 - What makes a great program manager?  
• 33:39 - Digital wins (and fails) in the wild  
• 35:19 - Shoutouts to digital leaders  

Enjoy! I know I sure did…

Talia's Linkedin: https://www.linkedin.com/in/talia-root/
Brent's LinkedIn: https://www.linkedin.com/in/brent-hildebrand-422a9397/

Thank you to our sponsor, QueryPal!
QueryPal is an incredible platform for support leaders who want to optimize their operations!

Thank you to our sponsor, Vitally!
Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr!

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

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  

Enjoy! I know I sure did…

David's LinkedIn: https://www.linkedin.com/in/davidwachs/

Thank you to our sponsor, QueryPal!
QueryPal is an incredible platform for support leaders who want to optimize their operations!

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 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!

Thank you to our sponsor, QueryPal!
QueryPal is an incredible platform for support leaders who want to optimize their operations!

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

Customer Success Summit in Austin on February 11th & 12th: https://events.customersuccesscollective.com/location/austin

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

Enjoy! I know I sure did...

Follow Michael's Podcast MondAI CS here: https://open.spotify.com/show/497aLePSmsVJs1mMwn5dSL
Michael's LinkedIn: https://www.linkedin.com/in/michael-forney/

Thank you to our sponsor, QueryPal!
QueryPal is an incredible platform for support leaders who want to optimize their operations!

Thank you to our sponsor, Vitally!
Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr!

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

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

Enjoy! I know I sure did…

Dillon's Linkedin: https://www.linkedin/com/in/dillonryoung

Thank you to our sponsor, QueryPal!
QueryPal is an incredible platform for support leaders who want to optimize their operations!

Thank you to our sponsor, Vitally!
Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr!

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

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  
• 43:28 - Constant innovation and experimentation  

Enjoy! I know I sure did…

Ed's Linkedin: https://www.linkedin.com/in/ed-powers-ab5315/

Thank you to our sponsor, QueryPal!
QueryPal is an incredible platform for support leaders who want to optimize their operations!

Thank you to our sponsor, Vitally!
Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr!

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

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/

Thank you to our sponsor, QueryPal!
QueryPal is an incredible platform for support leaders who want to optimize their operations!

Thank you to our sponsor, Vitally!
Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr!

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

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.

Thank you to our sponsor, QueryPal!
QueryPal is an incredible platform for support leaders who want to optimize their operations!

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/

Thank you to our sponsor, QueryPal!
QueryPal is an incredible platform for support leaders who want to optimize their operations!

Thank you to our sponsor, Vitally!
Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr!

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/

Thank you to our sponsor, QueryPal!
QueryPal is an incredible platform for support leaders who want to optimize their operations!

Thank you to our sponsor, Vitally!
Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr!

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/

Thank you to our sponsor, QueryPal!
QueryPal is an incredible platform for support leaders who want to optimize their operations!

Thank you to our sponsor, Vitally!
Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr!

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

Thank you to our sponsor, QueryPal!
QueryPal is an incredible platform for support leaders who want to optimize their operations!

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/

Thank you to our sponsor, QueryPal!
QueryPal is an incredible platform for support leaders who want to optimize their operations!

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

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

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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

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

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

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

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

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

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

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)
• Marley Wagner
• Sara Roberts

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

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

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

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

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/

Thank you to our sponsor, QueryPal!
QueryPal is an incredible platform for support leaders who want to optimize their operations!

Thank you to our sponsor, Vitally!
Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr!

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