The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.
This podcast is for Customer Experience leaders and practitioners alike; focused on creating community and learning opportunities centered around the burgeoning world of Digital CX.
Hosted by Alex Turkovic, each episode will feature real and in-depth interviews with fascinating people within and without the CS community. We'll cover a wide range of topics, all related to building and innovating your own digital CS practices. ...and of course generative AI will be discussed.
If you enjoy the show, please subscribe, follow, share and leave a review. For more information visit https://digitalcustomersuccess.com
Episodes
93 episodes
Inside Fullstory’s Approach to In-App Engagement with Talia Root and Brent Hildebrand | Episode 092
Talia Root and Brent Hildebrand from Fullstory join the Digital CX podcast to discuss the evolving role of digital custom...
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Episode 92
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41:59
Handwritten Notes as a CX Strategy to Surprise & Delight with David Wachs of Handwrytten | Episode 091
David Wachs, founder and CEO of Handwritten, joins the show to discuss how automated handwritten notes can create meaningful customer conn...
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Episode 91
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35:46
Transforming Customer Experience with AI-Driven Chatbots and Productivity Tools | Episode 090
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 - Intro02:42 - When is your program ready for A.I.?04:10...
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Episode 90
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29:18
Current State of AI in CS and Introducing MondAI CS with Michael Forney | Episode 089
Customer Success Summit in Austin on February 11th & 12th: https://events.customersuccesscollective.com/location/austinThis is an episode of "
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Episode 89
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46:16
Digital CS and the Job Market with the Return of Dillon Young of Lifetime Value Media | Episode 088
Dillon Young, founder of Lifetime Value Media, RETURNS to the show to discuss building a media company, the evolving role of the word "digi...
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Episode 88
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49:39
From B2C to B2B: Simplicity is Key in Digital CS with Ed Powers | Episode 087
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 ...
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Episode 87
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49:55
Data Hygiene for Great Customer Experiences with Irwin Hipsman of Repetitos | Episode 086
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!
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Episode 86
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49:55
Using Google's NotebookLM to Produce a Podcast and Summarize Docs | Episode 084
Link to this episode on YouTube: https://youtu.be/23MrFuVuMmgIn this episode, I give you an "over-the-shoulder" peek into using Google's NotebookLM ...
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Episode 84
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27:19
Airtable’s Journey to Scalable Customer Success with Alison Barrett | Episode 083
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 compan...
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Episode 83
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59:37
Pro Tips for Building a Better Digital CS Program with Marley Wagner | Episode 082
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 Al...
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Episode 82
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54:04
Building Automations That Enhance Customer Experience with Samantha David of Monday.com | Ep. 081
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 impor...
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Episode 81
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50:10
Where to Find Automation Opportunities to Improve Customer AND Employee Experience | Episode 080
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 whic...
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Episode 80
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34:45
Digital Duct Tape: Leveraging AI to Solve CX Challenges with Scott Wilder | Episode 079
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 f...
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Episode 79
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39:01
Lessons in CX Leadership and Strategy with CX "Superwoman" Nat Onions of Customer.io | Episode 078
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 l...
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Episode 78
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55:19
Scaling Customer Education for Digital CS with Adam Avramescu of Personio & the CELab Podcast | Episode 077
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...
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Episode 77
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46:28
Enhancing CX with Targeted Campaigns...and LinkedIn Ads! with Kat Breeggemann of Automox | Episode 076
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...
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Episode 76
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53:33
Digital Customer Success Maturity Model Assessment Launch and Post Churn-In Q&A | Episode 075
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, wh...
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Episode 75
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25:07
Scrappy Automations that Boost Customer Success ROI w/ Joe Di Grande of Joe Does Tech Touch | Episode 074
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 clea...
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Episode 74
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40:11
Inside the Build of 15Five's Digital CS Program w/ Natalia Andreeva & Kaelon Russell | Episode 073
In this podcast episode, Natalia Andreeva and Kaelon Russell of 15Five share their journey of building a digital customer success progra...
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Episode 73
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52:35
Tattoos to Tech: Larissa Licha’s Mission to Bridge R&D and CS as CEO of Joyn | Episode 072
Larissa Licha, co-founder and CEO of Joyn, discusses the challenges of cross-department collaboration between customer-facing teams and R&...
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Episode 72
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58:43
Inside Salesforce: Driving Customer Value with AI & Automation with Bernard Slowey, VP of Digital CS | Episode 071
Bernard Slowey, VP of Digital Customer Success at Salesforce, joins the show to discuss the transformation of customer service through digital tools, AI, and data-driven insights. He and Alex e...
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Episode 71
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58:20
Four Ways to Measure Your Digital Customer Success Program | Episode 070
Monthly Scale and Digital Meetup: https://digitalsuccess.gradual.comThe Ultimate Guide to Digital CS: 4 Pillars for Success w/ Alex Turkovic & Jan Young:
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Episode 70
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22:36
