Speaker 1: 0:32

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: 1:11

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: 2:18

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: 2:54

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: 3:08

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: 3:16

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: 3:27

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: 3:34

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: 3:42

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: 3:49

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: 3:56

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: 4:04

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

Speaker 3: 4:09

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: 4:19

Can you give me an example?

Speaker 3: 4:20

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: 4:30

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

Speaker 3: 4:37

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

Speaker 2: 4:40

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

Speaker 3: 4:46

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: 4:54

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

Speaker 3: 4:58

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: 5:07

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: 5:13

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: 5:22

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

Speaker 3: 5:27

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: 5:38

Wait, remind me what RISN stands for.

Speaker 3: 5:40

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

Speaker 2: 5:46

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

Speaker 3: 5:50

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: 6:03

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

Speaker 3: 6:08

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: 6:17

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: 6:22

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

Speaker 2: 6:26

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

Speaker 3: 6:32

They had examples like analyzing onboarding emails.

Speaker 2: 6:35

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

Speaker 3: 6:41

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: 6:57

It was all about finding clues about customer needs.

Speaker 3: 7:00

Right, sometimes you have to be a data detective.

Speaker 2: 7:03

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

Speaker 3: 7:08

That's where those four pillars come back in.

Speaker 2: 7:10

Okay.

Speaker 3: 7:10

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: 7:18

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

Speaker 3: 7:25

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

Speaker 2: 7:30

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

Speaker 3: 7:33

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

Speaker 2: 7:36

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

Speaker 3: 7:44

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

Speaker 2: 7:49

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: 7:55

And happy employees means happy customers right.

Speaker 2: 7:58

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

Speaker 3: 8:02

Right, that's the content pillar.

Speaker 2: 8:04

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: 8:10

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: 8:17

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

Speaker 3: 8:19

Just clear, concise and helpful.

Speaker 2: 8:21

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

Speaker 3: 8:25

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: 8:33

Yeah, that framework really helped me understand AI.

Speaker 3: 8:35

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: 8:46

It was inspiring.

Speaker 3: 8:47

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: 8:53

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: 9:02

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: 9:15

do you mean?

Speaker 3: 9:15

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

Speaker 2: 9:21

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

Speaker 3: 9:25

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

Speaker 2: 9:29

Right and it was easy to use.

Speaker 3: 9:31

Just showed they really care about helping the community.

Speaker 2: 9:33

And they were so consistent with the podcast.

Speaker 3: 9:35

Yeah, they never missed a week.

Speaker 2: 9:36

It's impressive, especially with everything going on.

Speaker 3: 9:39

Choose their passion.

Speaker 2: 9:40

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

Speaker 3: 9:43

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

Speaker 2: 9:46

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

Speaker 3: 9:50

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

Speaker 2: 9:53

I was so happy for them.

Speaker 3: 9:55

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

Speaker 2: 9:59

It proved that all this stuff really works Exactly.

Speaker 3: 10:08

And they kept doing the podcast even with the new job. It shows how 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: 10:14

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

Speaker 3: 10:17

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

Speaker 2: 10:20

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

Speaker 3: 10:22

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

Speaker 2: 10:24

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

Speaker 3: 10:30

The tools are out there.

Speaker 2: 10:31

It's up to you to make a difference.

Speaker 3: 10:32

Keep learning and keep innovating.

Speaker 1: 10:34

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.