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

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 for21:47 - Prioritizing data cleanup  28:16 - Tracking champions who leave  32:12 - Keeping data hygiene ongoing  36:11 - Segmentation errors and blundersEnjoy! I know I sure did…Irwin's Linkedin: https://www.linkedin.com/in/irwinhipsman/Repetitos: https://repetitos.com/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

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

Link to this episode on YouTube: https://youtu.be/23MrFuVuMmgIn 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 - Intro07:21 - Using Google's NotebookLMShoutout to Marley Wagner and Bob London who did this LIVE at ChurnZero.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

Alison Barrett, Head of Scaled Customer Success at Airtable, has a rich background from Deloitte to leading customer success at top tech firms. She dives into the effectiveness of ambassador programs in fostering in-house advocates and shares how to leverage AI in customer success strategies. Alison highlights the significance of cross-functional collaboration for creating impactful customer education ecosystems and discusses Airtable's achievements in maintaining strong customer relationships and measuring success through data-driven insights.

In this engaging discussion, Marley Wagner, a seasoned marketing and customer success expert, shares her insights on the synergy between marketing and customer success. She emphasizes the importance of cross-functional collaboration and how automation can elevate customer engagement. Marley explores the intricacies of building digital customer success programs and the necessity of emotional intelligence in communication. Additionally, she highlights measuring program effectiveness and reimagining customer interactions, especially through automated QBRs.

Samantha David, a seasoned digital customer success expert at monday.com, shares her evolution from traditional customer service to innovative digital strategies. She emphasizes the critical role of automation in enhancing customer experience while scaling human connection. Topics include the significance of blending digital tools with personal interactions, navigating customer success in a data-driven world, and the transformative impact of initiatives like 'office hours' in fostering community engagement. Samantha also explores the exciting potential of AI in shaping future interactions.

This solo episode of the DCX podcast is inspired by my recent job transition into a new role leading Customer Experience at Belfry Software. As I've just recently joined, I am actively engaged in the process of uncovering the opportunities which exist for automations to be implemented. The primary goals of implementing these automations are simple:1) Find places where automation can enhance the Customer Experience2) Find areas where automation can improve the Employee Experience Chapters:01:05 - New Sponsor: Thinkific Plus01:30 - Upcoming guests 02:45 - Digital CS Maturity Assessment03:29 - Alex got a new gig! 04:00 - Topic for today: Where to look for automations 06:43 - Support Data09:00 - Hours Sentiment Tracking10:28 - We automate for both the customer and employee experience11:53 - Frequently Distributed Documentation 14:10 - Onboarding16:36 - Upsell Automation 17:47 - Pre-Renewal Automation18:57 - Data Hygiene Automation22:11 - Customer Scorecards & Actions25:24 - Manual Process Automation27:59 - The big red flag no no: Don’t automate without doing it manually first. Links: - Monthly Digital & Scale Meetup - digitalsuccess.gradual.us- Digital CS Maturity Assessment - https://digitalcustomersuccess.com/dcsmaturitySupport 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 of the Digital CX Podcast, host Alex Turkovic chats with Scott Wilder, Head of Digital Success at Clari with a wealth of previous experience from Google, Adobe, and HubSpot among others. The conversation explores leveraging AI for customer success, integrating data across platforms, and adopting B2C innovation to enhance digital experiences in the B2B space.Chapters:04:02 - Transition to digital growth06:57 - Inbound vs. outbound digital CX08:35 - The struggle with platform silos10:01 - AI in Clari’s CX strategy11:53 - Chatbots and federated search13:12 - Building the business case for AI14:32 - Customer-driven innovation in CS16:59 - Tackling data hygiene challenges19:45 - Fun approaches to data cleanup21:01 - Selecting the right chatbot vendor24:05 - Embracing B2C innovation in B2B28:23 - SMS as an untapped B2B strategy30:30 - Exploring AI and educational resourcesEnjoy! I know I sure did…Scott's Linkedin: https://www.linkedin.com/in/wilder/Join our Monthly Meetup: https://digitalsuccess.gradual.us/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

Nat Onions, CX leader at Customer.io, dives into the importance of data and automation in driving effective customer support and engagement. She shares her experiences from building a customer success program, experimenting with AI tools, and leveraging SMS to scale interactions, while also discussing the significance of diversity and attention to detail in creating impactful digital experiences.Chapters:00:02:29 - An early career in design and printing  00:04:14 - Chaos management learned from beer00:05:23 - Design and attention to detail in CX  00:06:39 - Superman fandom and collecting rare items  00:08:24 - Nat's transition to customer experience leadership  00:10:21 - Building a customer success program at Customer.io  00:15:05 - Defining digital in the CX world  00:18:29 - Launching a virtual assistant for customer support  00:19:44 - The power of automation in summarizing support tickets  00:25:31 - Experimenting with AI and automation tools  00:29:22 - Maximizing SMS for customer engagement  00:35:41 - Strategies to overcome champion change challenges  00:44:25 - Gender diversity in tech and leadershipEnjoy! I know I sure did…Nat's Linkedin: https://www.linkedin.com/in/natalie-onions/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

Adam Avramescu, Vice President of Customer Education at Personio and co-host of the CELab Podcast, joins the show to share his thoughts on the evolving role of customer education in digital customer success. He and Alex dive into the challenges of content curation, scaling personalized experiences, and the growing importance of integrating education with broader customer experience strategies to drive engagement and advocacy.Chapters:00:04:04 - The love-hate relationship with social media  00:05:55 - Life as an expat in Amsterdam  00:07:10 - What "engagement" means in customer education  00:08:53 - Bringing teams together to scale CX  00:10:34 - Building a proper digital customer experience  00:12:14 - Adam’s elevator pitch on digital CS  00:15:39 - The evolution of customer education  00:18:20 - Blurring lines between customer education and CS  00:21:18 - Curation vs. content overload in customer education  00:29:41 - The never-ending ROI debate in CE  00:34:18 - Digital programs and human touch in customer success  00:37:40 - Customer education and building advocacyEnjoy! I know I sure did…Adam's Linkedin: https://www.linkedin.com/in/adam-avramescu/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