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

Customer Success Summit in Austin on February 11th & 12th: https://events.customersuccesscollective.com/location/austinThis 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 journeysEnjoy! I know I sure did...Follow Michael's Podcast MondAI CS here: https://open.spotify.com/show/497aLePSmsVJs1mMwn5dSLMichael's LinkedIn: https://www.linkedin.com/in/michael-forney/ 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

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 MediaEnjoy! I know I sure did…Dillon's Linkedin: https://www.linkedin/com/in/dillonryoung 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

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 - Intro03:01 - 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/ 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

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/dcsmaturity 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