Using Google's NotebookLM to Produce a Podcast and Summarize Docs | Episode 084

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

Player FM - Internet Radio Done Right

הוסף לפני two שנים

תוכן מסופק על ידי Alex Turkovic. כל תוכן הפודקאסטים כולל פרקים, גרפיקה ותיאורי פודקאסטים מועלים ומסופקים ישירות על ידי Alex Turkovic או שותף פלטפורמת הפודקאסט שלהם. אם אתה מאמין שמישהו משתמש ביצירה שלך המוגנת בזכויות יוצרים ללא רשותך, אתה יכול לעקוב אחר התהליך המתואר כאן https://he.player.fm/legal.

Now On Netflix

1
Black Mirror Season 7 28:30

לפני 9 ימים28:30

הפעל מאוחר יותר

רשימות

לייק

אהבתי

28:30

We're trying something different this week: a full post-show breakdown of every episode in the latest season of Black Mirror! Ari Romero is joined by Tudum's Black Mirror expert, Keisha Hatchett, to give you all the nuance, the insider commentary, and the details you might have missed in this incredible new season. Plus commentary from creator & showrunner Charlie Brooker! SPOILER ALERT: We're talking about the new season in detail and revealing key plot points. If you haven't watched yet, and you don't want to know what happens, turn back now! You can watch all seven seasons of Black Mirror now in your personalized virtual theater . Follow Netflix Podcasts and read more about Black Mirror on Tudum.com .…

לפני שנה 27:19

MP3•בית הפרקים

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

פרקים

1. Using Google's NotebookLM to Produce a Podcast and Summarize Docs | Episode 084 (00:00:00)

2. Exploring Digital Customer Experience With AI (00:00:33)

3. Podcast Growth Strategy With AI (00:07:10)

4. Podcast Episode Creation With AI (00:20:08)

97 פרקים

#MBA #Careers #Business #Alex Turkovic #Digital Customer Success #Customer Effort Score #Customer Health Score #Gainsight #Customer Retention #Churn #Customer Success #Nps #Scaled Customer Success #Scaled Cs #Digital Customer Experience #Customer Experience #Generative AI

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

Using Google's NotebookLM to Produce a Podcast and Summarize Docs | Episode 084

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

published לפני שנה

שתפו

MP3•בית הפרקים

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

Support the show

פרקים

1. Using Google's NotebookLM to Produce a Podcast and Summarize Docs | Episode 084 (00:00:00)

2. Exploring Digital Customer Experience With AI (00:00:33)

3. Podcast Growth Strategy With AI (00:07:10)

4. Podcast Episode Creation With AI (00:20:08)

97 פרקים

כל הפרקים

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

1
The Art of Collaboration in Digital CS with Holly Goodliffe | Episode 096 36:53

לפני 12 ימים36:53

36:53

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…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

1
Start Where You Are: Small Steps to Success with Justin Neal | Episode 95 33:43

לפני 5 weeks33:43

33:43

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…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

1
Turning Written Customer Feedback into Meaningful Action for Your Brand | Episode 094 19:22

לפני 7 weeks19:22

19:22

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…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

1
Back to Basics: The Art of the Renewal Flow | Episode 093 28:41

לפני 8 weeks28:41

28:41

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…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

1
Inside Fullstory’s Approach to In-App Engagement with Talia Root and Brent Hildebrand | Episode 092 41:59

לפני 9 weeks41:59

41:59

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…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

1
Handwritten Notes as a CX Strategy to Surprise & Delight with David Wachs of Handwrytten | Episode 091 35:46

לפני 10 weeks35:46

35:46

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…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

1
Transforming Customer Experience with AI-Driven Chatbots and Productivity Tools | Episode 090 29:18

לפני 11 weeks29:18

29:18

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…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

1
Current State of AI in CS and Introducing MondAI CS with Michael Forney | Episode 089 46:16

לפני 12 weeks46:16

46:16

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…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

1
Digital CS and the Job Market with the Return of Dillon Young of Lifetime Value Media | Episode 088 49:39

לפני 13 weeks49:39

49:39

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…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

1
From B2C to B2B: Simplicity is Key in Digital CS with Ed Powers | Episode 087 49:55

לפני 14 weeks49:55

49:55

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…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

1
Data Hygiene for Great Customer Experiences with Irwin Hipsman of Repetitos | Episode 086 49:55

לפני 15 weeks49:55

49:55

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…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

1
End Of Year Recap as Told by Google’s NotebookLM | Episode 085 11:29

לפני 16 weeks11:29

11:29

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…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

1
Using Google's NotebookLM to Produce a Podcast and Summarize Docs | Episode 084 27:19

לפני 17 weeks27:19

27:19

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…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

1
Airtable’s Journey to Scalable Customer Success with Alison Barrett | Episode 083 59:37

לפני 18 weeks59:37

59:37

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…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

1
Pro Tips for Building a Better Digital CS Program with Marley Wagner | Episode 082 54:04

לפני 19 weeks54:04

54:04

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…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

1
Career Growth in Digital Customer Success with Jess Osborn of GoCardless | Episode 066 50:00

לפני 35 weeks50:00

50:00

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, GoCardless. She emphasizes the importance of action-based onboarding, digital tools in renewals, and the evolving landscape of customer experience, while also addressing challenges in today’s job market and career development in digital CS. Chapters: 06:18 - A start in account management 12:17 - Revenue ownership in customer success 15:14 - Scaling customer success globally 17:01 - Digitizing renewals and the customer experience 19:25 - Job market challenges and pivots 24:39 - Breaking into digital CS: Key skills and focus 30:20 - Strategic relationships in CX and CS 33:34 - Redefining onboarding with action-based metrics 37:51 - Immersive digital experiences in B2C Enjoy! I know I sure did... Jess' LinkedIn: https://www.linkedin.com/in/jessicareserosborn/ Content: Unlocking Us with Brené Brown: https://brenebrown.com/podcast-show/unlocking-us/ Blinkist: https://blinkist.o6eiov.net/JzEe1a Shoutouts: CS Collective Layton Chainey: https://www.linkedin.com/in/laytonchaney/ Sue Nabeth Moore: https://www.linkedin.com/in/sue-nabeth-moore-6470905/ 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…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

1
The Four Pillars of Digital Customer Success | Episode 065 30:38

לפני 36 weeks30:38

30:38

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. Join me as I walk you through the four pillars: Customer Journey Data Automation Content Chapters: 01:05 - News and Reviews 07:18 - Four Pillars of Digital CS 10:05 - Pillar 1: Customer Journey 16:05 - Pillar 2: Data & Data Cleanliness 20:41 - Pillar 3: Automation 24:28 - Pillar 4: Content 29:34 - Recap A few resources mentioned in this episode: Article: The Digital CS Sweet Spot: https://digitalcustomersuccess.com/dcs-sweet-spot/ The Digital CS Tech Stack: https://digitalcustomersuccess.com/tech-stack/ And don't forget to check out Sara Roberts and Christine Raby's course, LinkedIn Mastermind : http://www.bayviewtalent.com/masterclass 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…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

1
AI Tooling to Drive Growth & Break Down Silos with Masha Krol of Glowstick | Episode 064 53:51

לפני 37 weeks53:51

53:51

In this episode, Alex interviews Masha Krol , CEO of Glowstick about the various innovative uses of AI in customer success to identify growth opportunities and enhance collaboration between CS and commercial teams. Masha shares her takes on the evolution of digital customer success, emphasizing the importance of leveraging AI to analyze customer conversations, breaking down organizational silos, and segmenting customers based on tasks and outcomes for more personalized strategies. Chapters: 06:19 - Silos in organizations 08:07 - Analyzing customer conversations 10:23 - Identifying growth opportunities 14:32 - Human and digital go hand-in-hand 17:29 - Customer segmentation challenges 19:29 - Internal collaboration models 23:52 - CS as a strategy 25:07 - CSQL programs and challenges 30:01 - Trust issues in teams 37:14 - AI in the market 40:03 - Future of AI tools Enjoy! I know I sure did... Masha's LinkedIn: https://www.linkedin.com/in/mashakrol/ Glowstick: https://www.glowstick.ai/ +++++++++++++++++ This episode was edited and sponsored by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young. Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals. Lifetime Value is offering select services at a deeply discounted rate for a limited time. Navigate to lifetimevaluemedia.com to learn more. +++++++++++++++++ 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…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

1
Modern Post-Sale Revenue Growth with Haydar Al-Saad of Revsetter | Episode 063 45:52

לפני 38 weeks45:52

45:52

RevSetter founder Haydar Al Saad discusses with Alex his new revenue-centric customer success platform and its unique approach to integrating both sales and customer success functions. He and Alex explore his extensive experience in SaaS and Haydar’s philosophy on the importance of post-sale revenue growth and the role of digital customer success tools overall in enhancing efficiency and customer value. Chapters: 03:02 - Private Equity → SaaS 05:38 - Sales → Customer Success 10:19 - Importance of Post-Sale Revenue Growth 15:05 - RevSetter: The Revenue-Focused CSP 20:37 - Digital Tactics for Customer Onboarding 23:05 - User Experience: RevSetter’s Approach 25:14 - Modernizing CS with Flexible Tools 33:25 - Innovative Digital Motions in SaaS Enjoy! I know I sure did... Haydar's LinkedIn: https://www.linkedin.com/in/haydaralsaad/ RevSetter: https://revsetter.com/ Resources: Topline Podcast: https://www.salestalentagency.com/topline-podcast/ Customer Success Podcast: https://www.csmpractice.com/podcast Shoutouts: Jan Young: https://www.linkedin.com/in/jan-young-cx/ Daphne Costa Lopes: https://www.linkedin.com/in/daphnecostalopes/ +++++++++++++++++ This episode was edited and sponsored by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young. Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals. Lifetime Value is offering select services at a deeply discounted rate for a limited time. Navigate to lifetimevaluemedia.com to learn more. +++++++++++++++++ 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…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

1
Customer Education for Revenue Growth with Greg Rose of Intellum | Episode 062 1:02:18

לפני 39 weeks1:02:18

1:02:18

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 education. You'll learn the magic of Education Qualified Leads (EQLs) and how they can turbocharge your conversion rates. Greg also shares invaluable leadership gems from his memorable Pulse talk, "Everything I Learned About Leadership I Learned from Fred Rogers and My Dad," blending personal anecdotes with professional wisdom. We also talk about: 00:00 - Driving revenue through education 02:26 - Music and customer education 06:59 - Leadership lessons from Fred Rogers 07:59 - Brain science in sales 11:05 - The problem with sales handoffs 17:42 - Balancing micro-learning and mastery 19:08 - Two pillars of education strategy 27:18 - Challenges in measuring ROI 30:13 - Forrester’s findings on customer education 32:35 - The importance of strategic planning 36:59 - Defining an education qualified lead 40:10 - Impact of the pandemic on education 44:11 - Strategies for measuring impact 46:17 - Building relationships for data access 47:16 - Benefits of education moving to marketing 49:02 - Avoiding mistakes in education strategy 50:56 - The importance of reach and frequency Enjoy! I know I sure did... Shoutouts: Andrew DeBell: https://www.linkedin.com/in/andrewdebell/ Jay Nathan: https://www.linkedin.com/in/jaynathan/ Dee Kapila: https://www.linkedin.com/in/deekapila/ Books: Creative Act by Rick Rubin: https://amzn.to/3WvCDBL Leadership Revolution by Lori Hazan: https://amzn.to/4bS2zvR +++++++++++++++++ This episode was edited and sponsored by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young. Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals. Lifetime Value is offering select services at a deeply discounted rate for a limited time. Navigate to lifetimevaluemedia.com to learn more. +++++++++++++++++ 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…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

1
Future Proof Your Teams and Career with Rod Cherkas of HelloCCO | Episode 061 54:01

לפני 40 weeks54:01

54:01

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. Rod and Alex discuss his past at Marketo and Gainsight (among others), his newly released book REACH, as well as where he sees the CS profession heading. Chapters: 00:00:00 - Intro 00:01:18 - Rod’s Background and Path to CS 00:02:42 - Journey from Product to Customer Focus 00:03:45 - Intuit’s Customer-Centric Approach 00:04:27 - Applying Experience Design Principles 00:05:02 - Hello CCO 00:07:00 - Developing Executive-Level Skills 00:09:08 - Practical Impact of REACH Framework 00:10:29 - Importance of Marketing Playbooks 00:11:16 - Commercial Focus in CS Teams 00:13:03 - Learning from Digital Marketing 00:15:45 - Embracing Digital and AI in CS 00:16:15 - Prioritizing Accounts with Growth Potential Enjoy! I know I sure did... Rod's LinkedIn: https://www.linkedin.com/in/rodcherkas/ Rod's Website: https://hellocco.com Rod's Books: - CCO Playbook: https://amzn.to/3y44XBS - REACH: https://amzn.to/3Wn5wAm +++++++++++++++++ This episode was edited and sponsored by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young. Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals. Lifetime Value is offering select services at a deeply discounted rate for a limited time. Navigate to lifetimevaluemedia.com to learn more. +++++++++++++++++ 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…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

1
Digital Musings: Measuring Customer Health Without Telemetry and Combatting Imposter Syndrome | Episode 060 32:03

לפני 41 weeks32:03

32:03

In this solo episode, we tackle two primary topics: Imposter Syndrome specific to Digital CS and how to combat it Building Customer Health Scores without the benefit of product Telemetry Along the way, I also share a few news items and resources with you. Enjoy! I know I sure did... Resources: Virtual Scale & Digital Meetup Survey Link Latest Digital CX Articles Hubspot ChurnZero Everyday AI 5 Simple Ways to use Generative AI Every Day DCS Connect Slack Community Digital Customer Success book Health Scores without Telemetry post 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…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

1
Transformative Digital Experiences through AI and Customer Education with Eric Mistry of Contentsquare | Episode 059 51:42

לפני 42 weeks51:42

51:42

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 customer experience. Eric joins Alex to discuss the evolving use of AI in the workplace, the importance of connecting cross-functional dots, and the future of customer education and digital customer success. Topics in this Episode: 03:00 - From swim coach to software 05:19 - Higher education and academic technologist 06:59 - Joining Heap and instructional design 10:26 - Connecting the dots in scaling functions 12:26 - Data management during mergers 15:15 - Adapting with a growth mindset 19:49 - Practical use of AI in the workplace 31:45 - Future of customer education and AI 39:54 - Enhancing automation with AI Enjoy! I know I sure did... Eric's LinkedIn: https://www.linkedin.com/in/ericmistry/ Resources: Meco App for collating newsletters Tim Ferriss Show Range by David Epstein Million Dollar Weekend by Noah Kagan Imaginable by Jane McGonigal Before the Coffee Gets Cold by Toshikazu Kawaguchi Shoutouts: Joe Ryan (Customer Education Weekly) Shannon Howard +++++++++++++++++ This episode was edited and sponsored by Lifetime Value Media , a media production company founded by my good friend and fellow CS veteran Dillon Young. Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals. Lifetime Value is offering select services at a deeply discounted rate for a limited time. Navigate to lifetimevaluemedia.com to learn more. +++++++++++++++++ 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…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

1
Hospitality, Drawing from B2C and Rethinking the QBR with Aaron Thompson of SuccessCOACHING | Episode 058 49:15

לפני 43 weeks49:15

49:15

Aaron Thompson (Chief Revenue Officer of SuccessCOACHING and Founder of Red Slacks ) has dedicated his professional life to helping companies and CS professionals. He and Alex delve into the importance of leveraging digital technologies and data to enhance customer experience, and explore the benefits of transitioning from high touch to tech touch interactions. Topics: 02:40 - The origin of the Red Slacks 07:44 - Aaron’s journey into customer success 12:28 - Importance of hospitality experience in CS 17:14 - Digital customer experience definition 19:33 - Leveraging data in digital strategies 26:50 - Rethinking the traditional QBR 34:37 - B2B learns from direct-to-consumer strategies 36:34 - Effective tools in digital CS 40:20 - The missing piece in customer success platforms Enjoy! I know I sure did... Aaron's LinkedIn: https://www.linkedin.com/in/athomps/ Red Slacks: https://redslacks.com/ SuccessCOACHING: https://successcoaching.co/ Resources: - 4Rocks by Sean Albertson - Revenue Operations by Stephen Diorio and Chris Hummel Shoutouts: Simon Kriss: https://www.linkedin.com/in/simonkriss/ Percy Rose: https://www.linkedin.com/in/percyrose/ Mickey Powell: https://www.linkedin.com/in/mickeypowell/ +++++++++++++++++ This episode was edited by Lifetime Value Media , a media production company founded by my good friend and fellow CS veteran Dillon Young. Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals. Lifetime Value is offering select services at a deeply discounted rate for a limited time. Navigate to lifetimevaluemedia.com to learn more. +++++++++++++++++ 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…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

1
AI-Powered Customer Success & Predictive Analytics with Arun Balakrishnan and Preetam Jinka of FunnelStory | Episode 057 54:26

לפני 44 weeks54:26

54:26

Preetam Jinka and Arun Balakrishnan , co-founders of FunnelStory , join the podcast to discuss how we’re just scratching the surface with AI and machine learning. They chat with Alex about how FunnelStory is revolutionizing customer success strategies, enabling teams to predict churn, optimize user engagement, and drive revenue growth through data-driven insights. Additionally, Arun & Preetam share their own insights on A.I. and how Product teams best work with Customer Success. Chapters: 04:35 - Arun's background in cybersecurity and product managemen 05:25 - How Preetam got started in AI and data engineering 14:00 - The difference between AI and machine learning 18:10 - Some practical applications of AI in customer success 21:14 - An overview of the FunnelStory platform 24:26 - Predictive and prescriptive elements 27:46 - Product telemetry and customer insights 30:26 - Collaboration between product and customer success teams 33:11 - Innovative uses of predictive analytics in customer engagement 38:19 - Discovering hidden metrics through data analysis 39:16 - Leveraging AI and ML for pattern recognition in CS Enjoy! I know I sure did... Preetam's LinkedIn: https://www.linkedin.com/in/preetamjinka/ Arun's LinkedIn: https://www.linkedin.com/in/balakrishnanarun/ FunnelStory: https://funnelstory.ai/ +++++++++++++++++ This episode was edited by Lifetime Value Media , a media production company founded by my good friend and fellow CS veteran Dillon Young. Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals. Lifetime Value is offering select services at a deeply discounted rate for a limited time. Navigate to lifetimevaluemedia.com to learn more. +++++++++++++++++ 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…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

1
SaaS Economics & Driving Customer Outcomes Digitally with Jay Nathan | Episode 056 47:39

לפני 45 weeks47:39

47:39

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 Jay’s early career as a software engineer, the integration of AI with other digital tools, and navigating the economic landscape of SaaS. Chapters: 00:02:28 - Introducing Jay Nathan 00:04:44 - A background in software engineering & web development 00:08:52 - Institutionalizing customer centricity 00:11:05 - Creating a great culture for employees 00:13:19 - Customer success and organizational capability 00:15:22 - Validating usability through customer interviews 00:17:26 - The ABCAI methodology 00:19:34 - Driving outcomes with digital 00:21:43 - AI in the customer success world 00:23:49 - Tailoring technologies for different team structures 00:25:54 - The changing economics of SaaS 00:30:13 - Human-to-human connections 00:32:32 - Managing the customer life cycle 00:34:37 - The intersection of company culture and ROI 00:36:40 - Automating the business development function 00:38:41 - Engaging with customers using marketing tricks 00:40:40 - Shout outs Enjoy! I know I sure did... 20% off of the Cover Your SaaS course: https://growthcurve.io/products/coveryoursaas?promo=dcs Jay's LinkedIn: https://www.linkedin.com/in/jaynathan/ +++++++++++++++++ This episode was edited by Lifetime Value Media , a media production company founded by my good friend and fellow CS veteran Dillon Young. Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals. Lifetime Value is offering select services at a deeply discounted rate for a limited time. Navigate to lifetimevaluemedia.com to learn more. +++++++++++++++++ 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…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

1
The Generative AI Primer for CSMs | Episode 055 47:51

לפני 46 weeks47:51

47:51

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 too low - especially considering how stretched thin most CSMs really are. So - in this episode, we focus on proper prompting, a few tools that exist out there and a plethora of use-cases for you to dig into: 0:00:00 - Introduction 0:03:55 - Topic introduction. Why GenAI for CSMs 0:08:42 - Why prompting is a fundamental skill to have 0:09:36 - Using the RISEN framework for prompting 0:11:31 - Taking care with proprietary and sensitive information when using Gen AI 0:19:58 - Why it’s a bad idea to just copy and send, without proofreading and personalizing 0:23:01 - Utilizing ChatGPTs memory feature to prevent having to copy/paste your prompts 0:23:55 - Teaching ChatGPT on my tone of voice 0:26:19 - Chaining prompts 0:27:55 - Integrating this into your daily workflow 0:30:21 - ChatGPT vs. Perplexity vs. Google 0:32:42 - Perplexity research use cases for CSMs 0:36:30 - The proliferation of new tools 0:37:19 - AgentCopilot & HeyGen create personalized video for your contacts at scale 0:39:45 - Ariglad analyzes support tickets to create and update knowledge base articles 0:40:48 - Malik automates the creation of decks using your data and insights 0:41:55 - Outro One link discussed in the show is the DCS Tech Stack on the website: https://digitalcustomersuccess.com/tech-stack/ Enjoy! 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…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

1
AI Insights to Power Your Business with Josh Schachter of Update AI | Episode 054 46:30

לפני 47 weeks46:30

46:30

Matik's Scale + CS Virtual Conference: https://bit.ly/scalecs-aturkovic Josh Schachter is the Founder and CEO of UpdateAI , the conversation intelligence tool built specifically for the customer success profession. He sits down with Alex to talk product management, the unorthodox genesis of UpdateAI, and, of course, artificial intelligence itself. Key topics: 00:00 - Introduction 02:50 - Josh's background in product management 05:17 - Joining Idea Lab and finding inspiration 07:52 - How UpdateAI got its name 10:25 - A different perspective as a product manager 13:02 - Commercialization and expansion of a product 15:51 - The value of customer insights 18:24 - Snackable & actionable insights for different stakeholders 23:17 - The future of artificial intelligence in the industry 28:50 - Human interaction in digital 31:37 - Robots on the front line in technical support 34:27 - The power of Chat GPT as a CSM 37:04 - Future plans for UpdateAI 39:41 - Shoutouts Enjoy! I know I sure did... Josh's LinkedIn: https://www.linkedin.com/in/jschachter/ Update AI: https://update.ai Shoutouts: Kristi Faltorusso Jon Johnson +++++++++++++++++ This episode was edited by Lifetime Value Media , a media production company founded by my good friend and fellow CS veteran Dillon Young. Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals. Lifetime Value is offering select services at a deeply discounted rate for a limited time. Navigate to lifetimevaluemedia.com to learn more. 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…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

1
"Your First" Digital Customer Success Motions with Stijn "Stino" Smet of Whale | Episode 053 1:01:55

לפני 48 weeks1:01:55

1:01:55

Matik's Scale + CS Virtual Conference: https://bit.ly/scalecs-aturkovic In this special edition, Alex sits down with Stijn "Stino" Smet , Head of Customer Success at Whale.io , the host of *two* customer success podcasts, and all-around loose cannon. He joins Alex (in his studio!) for a very special joint episode of their podcasts to discuss career journeys, getting started with a digital practice, and more. The “more”: 00:00 - Where to start with digital 03:35 - Your First Digital CS Experience 07:12 - The Core of a True Digital Team 10:44 - Meeting an “Idol” 14:15 - Transitioning to Digital Customer Experience 18:03 - Quick Wins in Digital CS 21:28 - Being Ahead of the Curve with Digital Customer Success 25:11 - Stino’s Famous Playbook 28:38 - Achieving Revenue Growth 32:14 - “Light” Success Services 35:40 - Creating and Tracking Campaign Metrics 39:04 - Reviewing and Iterating on Strategies 42:36 - The Sweet Spot 49:48 - Laser beams and confetti 53:40 - Shout Outs Enjoy! I know I sure did... Stino's LinkedIn: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/ Shoutouts: Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/ Erika Villareal: https://www.linkedin.com/in/erivillarreal/ Anika Zubair: https://www.linkedin.com/in/anikazubair/ Diana de Jesus: https://www.linkedin.com/in/dianadejesus/ Dillon Young: https://www.linkedin.com/in/dillonryoung/ Prashanth Jothi: https://www.linkedin.com/in/prashanthjothi/ +++++++++++++++++ This episode was edited by Lifetime Value Media , a media production company founded by my good friend and fellow CS veteran Dillon Young. Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals. Lifetime Value is offering select services at a deeply discounted rate for a 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…

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

1
State of the Industry and Promise of AI with Jeff Heckler | Episode 052 36:40

לפני 49 weeks36:40

36:40

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 industry, the AI tools with the most promise, and Slack overwhelm. In this episode, we cover a wide variety of topics, including: 00:00:00 - Welcome To The Digital Customer Experience Podcast 00:01:31 - Join The Matik Conference, Earn A $20 Uber Eats Gift Card Giveaway 00:02:56 - Introduction 00:04:21 - Leaving Business Intelligence & Falling Into Software 00:10:17 - Digital Customer Success Since Covid-19 00:11:43 - The Rise Of QR Code 00:13:19 - Contraction In Headcounts And Budgets 00:14:51 - The Economics Of AI And Tech’s Current Struggles In Today’s Economy 00:16:26 - The Most Prominent Digital Trends In CS 00:19:36 - Leveraging Ai Chat Bots For Support Ticket Deflection, Among Other Things 00:20:58 - Communication Overload And Digital Emotions 00:22:29 - Optimizing Digital Workflows And Tools 00:23:58 - The Stickiness Of Tools 00:25:34 - Learning From Mistakes And Cross-Functional Allegiances 00:27:05 - Setting Up A Cadence For Product Sales Marketing Support 00:28:20 - Shifting Mindset For Customer Success Managers 00:29:36 - The Importance Of Cross Collaboration 00:31:01 - Shout Out To Dickey Singh And Cast.App Enjoy! I know I sure did... Jeff's LinkedIn: https://www.linkedin.com/in/jeffheckler/ Shoutouts: Irit Eizips: https://www.linkedin.com/in/eizips/ Dickey Singh of Cast.app: https://www.linkedin.com/in/dickey/ +++++++++++++++++ This episode was edited by Lifetime Value Media , a media production company founded by my good friend and fellow CS veteran Dillon Young. Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals. Lifetime Value is offering select services at a deeply discounted rate for a limited time. Navigate to lifetimevaluemedia.com to learn more. +++++++++++++++++ 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…

ברוכים הבאים אל Player FM!

Player FM סורק את האינטרנט עבור פודקאסטים באיכות גבוהה בשבילכם כדי שתהנו מהם כרגע. זה יישום הפודקאסט הטוב ביותר והוא עובד על אנדרואיד, iPhone ואינטרנט. הירשמו לסנכרון מנויים במכשירים שונים.

תקשיבו ל-500+ נושאים

דומה לThe Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

MAYBESTA Professional Wireless Lavalier Lapel Microphone for iPhone, iPad - Cordless Omnidirectional Condenser Recording Mic for Interview Video Podcast Vlog YouTube

Bounty Quick Size Paper Towels, White, 8 Family Rolls = 20 Regular Rolls (Packaging May Vary)

Mighty Patch™ Original patch from Hero Cosmetics - Hydrocolloid Acne Pimple Patch for Covering Zits and Blemishes in Face and Skin, Vegan-friendly and Not Tested on Animals (36 Count)

פודקאסטים ששווה להאזין

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I. « » Using Google's NotebookLM to Produce a Podcast and Summarize Docs | Episode 084

פרקים

1. Using Google's NotebookLM to Produce a Podcast and Summarize Docs | Episode 084 (00:00:00)

2. Exploring Digital Customer Experience With AI (00:00:33)

3. Podcast Growth Strategy With AI (00:07:10)

4. Podcast Episode Creation With AI (00:20:08)

Using Google's NotebookLM to Produce a Podcast and Summarize Docs | Episode 084

פרקים

1. Using Google's NotebookLM to Produce a Podcast and Summarize Docs | Episode 084 (00:00:00)

2. Exploring Digital Customer Experience With AI (00:00:33)

3. Podcast Growth Strategy With AI (00:07:10)

4. Podcast Episode Creation With AI (00:20:08)

פודקאסטים ששווה להאזין

ברוכים הבאים אל Player FM!

Apple AirTag

eos Shea Better Body Lotion- Vanilla Cashmere, 24-Hour Moisture Skin Care, Lightweight & Non-Greasy, Made with Natural Shea, Vegan, 16 fl oz

Apple AirPods Pro 2 Wireless Earbuds, Bluetooth Headphones, Active Noise Cancellation, Hearing Aid Feature, Transparency, Personalized Spatial Audio, High-Fidelity Sound, H2 Chip, USB-C Charging

Ailun Screen Protector for iPhone 16 / iPhone 15 / iPhone 15 Pro [6.1 Inch] Display 3 Pack Tempered Glass, Dynamic Island Compatible, Case Friendly [Not for iPhone 16 Pro 6.3 Inch].

דומה לThe Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

מדריך עזר מהיר

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I. « »
Using Google's NotebookLM to Produce a Podcast and Summarize Docs | Episode 084