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
75 episodes
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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54:42
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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54:19
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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21:43
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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37:02
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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37:17
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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45:59
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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28:16
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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49:49
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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41:50
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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58:17
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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49:59
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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29:40
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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47:41
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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45:14
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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50:25
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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43:37
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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43:50
AI Insights to Power Your Business with Josh Schachter of Update AI | Episode 054
Matik's Scale + CS Virtual Conference: https://bit.ly/scalecs-aturkovicJosh Schachter is the Founder and CEO of
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Episode 54
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42:28
"Your First" Digital Customer Success Motions with Stijn "Stino" Smet of Whale | Episode 053
Matik's Scale + CS Virtual Conference: https://bit.ly/scalecs-aturkovicIn this special edition, Alex sits down with S...
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Episode 53
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57:54
State of the Industry and Promise of AI with Jeff Heckler | Episode 052
Link to Matik's Scale + CS Virtual Conference: https://bit.ly/scalecs-aturkovic.Today, I'm joined by Jeff Heckler - a CS veteran with a lot of wisdom to share around the state of the indust...
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Episode 52
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34:17
Emotional Intelligence in Digital and Treating Customers Like Humans with Jenelle Friday | Episode 051
Jenelle Friday of Forecastable and the Customer Success Collective’s “CS Leader of the Year” for 2023 is someone who is easily liked. She's hyper-in tune with what makes people tick, and is even the author of her own framework on emotiona...
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Episode 51
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51:13
Celebrating 50 Episodes: Your Digital Customer Experience Questions Answered | Episode 050
As we pop the champagne on our 50th show, a heartfelt thank you is in order for every listener & guest who's joined me on this wild ride through the evolving world of digital customer interactions. It's a transformational moment for the sho...
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Episode 50
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32:15
