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
80 episodes
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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39:42
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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57:45
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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57:23
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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22:35
Humanizing Digital CS and Personal Branding with Bob Mathers | Episode 069
In this episode of the Digital CX podcast, Alex Turkovic chats with Bob Mathers about personal branding on LinkedIn, the balance between human interaction and digital communication, and...
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Episode 69
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40:06
Scale & Digital at Early Stage Startups w/ Mary Caballero | Episode 068
Mary Caballero, hire number 1 at Champify, shares her journey in scaling customer success at an early-stage startup. The conversation delves into the challenges and strategies of driving...
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Episode 68
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40:20
Transforming Slack into a Customer Support Hub with Joydeep Sen Sarma, CEO of Clearfeed.ai | Episode 067
In this episode, Joydeep Sen Sarma, founder and CEO of Clearfeed, discusses the evolution of customer success in the SaaS world, emphasizing the shift from transactional support to ongoing, relationship-driven models. He also shares insights on...
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Episode 67
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53:35
Career Growth in Digital Customer Success with Jess Osborn of GoCardless | Episode 066
In this episode of the Digital CX podcast, Jess Osborn shares insights from her career journey, discussing her experiences with customer success, account management, and scaling global teams at companies like Bazaarvoice and, currently, GoCardl...
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Episode 66
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49:02
The Four Pillars of Digital Customer Success | Episode 065
In this solo episode, I take you through the 4 Pillars of Digital Customer Success, a model I have come up with over the past years to help establish a strong foundation for a digital CS program. I also cover a few news tidbits related to CS.
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Episode 65
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31:20
AI Tooling to Drive Growth & Break Down Silos with Masha Krol of Glowstick | Episode 064
In this episode, Alex interviews Masha Krol, CEO of Glowstick about the various innovative uses of AI in customer success to identify gro...
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Episode 64
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52:53
Modern Post-Sale Revenue Growth with Haydar Al-Saad of Revsetter | Episode 063
RevSetter founder Haydar Al Saad discusses with Alex his new revenue-centric customer success platform and its unique approach to integra...
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Episode 63
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44:54
Customer Education for Revenue Growth with Greg Rose of Intellum | Episode 062
Ever wondered how mastering customer education can lead to skyrocketing revenue? Listen in as we sit down with Greg Rose of Intellum, who takes us on his extraordinary journey from running a record label to pioneering the field of customer educ...
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Episode 62
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1:01:21
Future Proof Your Teams and Career with Rod Cherkas of HelloCCO | Episode 061
This week, we are pleased to bring you a conversation with Rod Cherkas, a SaaS veteran, consultant, author of two books on customer success, and vocal contributor to the CS community. ...
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Episode 61
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53:03
Digital Musings: Measuring Customer Health Without Telemetry and Combatting Imposter Syndrome | Episode 060
In this solo episode, we tackle two primary topics:Imposter Syndrome specific to Digital CS and how to combat itBuilding Customer Health Scores without the benefit of product TelemetryAlong the way, I also shar...
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Episode 60
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32:44
Transformative Digital Experiences through AI and Customer Education with Eric Mistry of Contentsquare | Episode 059
Eric Mistry (Strategy & Shared Services Operations Manager at Contentsquare) has a very unique background and set of skills in education that afford him a fascinating perspective on the ...
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Episode 59
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50:44
Hospitality, Drawing from B2C and Rethinking the QBR with Aaron Thompson of SuccessCOACHING | Episode 058
Aaron Thompson (Chief Revenue Officer of SuccessCOACHING and Founder of Red Slacks) has dedicated his professional...
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Episode 58
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48:17
AI-Powered Customer Success & Predictive Analytics with Arun Balakrishnan and Preetam Jinka of FunnelStory | Episode 057
Preetam Jinka and Arun Balakrishnan, co-founders of FunnelStory, join the podcast to discu...
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Episode 57
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53:28
SaaS Economics & Driving Customer Outcomes Digitally with Jay Nathan | Episode 056
Jay Nathan is the co-founder of GrowthCurve.io, Chief Customer Officer at Churnkey, and one of the most respected voices in the customer success community. He joins Alex as they explore...
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Episode 56
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46:41
The Generative AI Primer for CSMs | Episode 055
In this, my second solo episode - I wanted to spend some time trying to demystify Generative AI for CSMs and CS leaders alike. According to statistics, only 25% of CS workers utilize AI in the workplace on a regular basis, which I think is WAY ...
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Episode 55
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46:54
