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

In Episode 99, I do something a little different: I take you behind the scenes as I use ChatGPT in voice mode to design a real automation from start to finish. The goal? Build an internal chatbot for product and engineering that’s trained on CX call transcripts stored in Gong, so teams can ask targeted questions (“What’s frustrating customers in Module X?”) and get instant, concise answers with deep links back to the exact call moments.You’ll hear how I frame the problem, push the model to avoid hallucinations, and pick a stack that balances speed, privacy, and scale: Gong → Airtable as the searchable store → a Zapier-hosted chatbot for querying. We also cover transcript hygiene (auto-removing small talk and personal details), vendor privacy considerations, and a simple habit hack: having AI remind you later to actually implement the ideas you generated while walking the dog.I’ll link the step-by-step PDF I asked ChatGPT to generate in the show notes so you can follow along and adapt it to your environment.If this sparks ideas for your own digital CX programs, follow/subscribe and drop a review—it really helps more practitioners find the show.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/dcspThank 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

In this episode, we dig into a shift I think is non-negotiable in today’s AI-first world: you must become the director, not the doer. Inspired by Dan Martell’s framework, we explore how AI should handle the execution — while you define the outcome, set constraints, and bring the human edge.I introduce the three pillars that separate average from exceptional direction: Vision, Taste & Care. You’ll hear how I use them in real-world workflows, the traps I fell into trying to do everything myself, and a few tactical moves (prompts, boundaries, feedback loops) that helped me step up.If you feel like you’re driving but still stuck doing all the work — this one’s for you.👉 Hit follow/subscribe so you don’t miss future episodes, and if this one lands, leave a review or drop me a line.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/dcspThank 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

After a short hiatus, Alex is back—and he’s bringing some big energy and even bigger ideas to the Digital Customer Success podcast. In this solo episode, he shares a deeply personal and practical reflection on how we can create magical, human moments in our digital programs—at scale.Inspired by Will Guidara’s book Unreasonable Hospitality, Alex explores what it means to go beyond the expected, whether that’s sending a baby gift, a surprise mouse (the tech kind), or a handwritten note. The kicker? You can use AI and automation to help you spot those moments—without losing the human touch.You’ll learn:Why emotional connection matters more than ever in CXHow to train your systems (and your team) to spot moments of magicReal-world examples you can replicateTools like Gong, Zapier, and Handwrytten in actionIf you’re looking for a way to stand out in a sea of digital sameness, this episode’s for you. Subscribe and stick around—we’re just getting started.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/dcspThank 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

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/ 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/dcspThank 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

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 - Intro03:11 - 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/ 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/dcspThank 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

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 - Intro01:58 - Responding to survey responses in a meaningful way03:39 - The written feedback is the gold04:25 - Ideas for responding to written feedback07:32 - Exec vs. User NPS09:48 - What good looks like13:15 - It’s operationally difficult, but worth it14:33 - Actually responding to your survey respondents can differentiate you14:56 - 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/dcspThank 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

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 digital05:18 - Digital automation should support the human, not the other way around07:28 - Showing my work: Pre-renewal flow12:10 - Design these flows WITH your teams - not in a bubble13:05 - The renewal flow18:34 - Is it overkill?21:10 - What I don’t like about the flow - future expansion22:05 - Let your customers choose how they want to be communicated with24:00 - Submit your own work for the show ! Alex@digitalcustomersuccess.comEnjoy! 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/dcspThank 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

Talia Root, Senior Manager of Digital Customer Success at FullStory, and Brent Hildebrand, Principal Digital Program Manager, share their expertise in transforming digital customer experiences. They dive into achieving in-app engagement and the balance between scale and personalization. Measuring success through key metrics like active users and renewal rates highlights their strategic focus. They also discuss the skills necessary for effective program management in the evolving digital landscape and share personal insights from their unique career journeys.

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/ 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/dcspThank 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

In this solo episode of the podcast, I address some recent questions I've gotten specifically about A.I. in CS. A few tangents are included as per usual:Chapters:00:00 - Intro02:42 - When is your program ready for A.I.?04:10 - 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 configurations17:03 - A.I. Chatbots18:03 - Google’s NotebookLM use cases20:35 - 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! 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/dcspThank 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