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

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

Kat Breeggemann, Digital Customer Experience Program Manager at Automox, joins the podcast to discuss the role of data in driving digital customer success and enhancing product adoption. She shares her journey into customer success, the importance of tailoring digital programs to customer needs, and explores strategies to prevent downgrades using targeted campaigns and persona insights. We also spend some time talking about how LinkedIn campaigns can play a role in your digital motions!Chapters:00:00 - Intro02:42 - Kat’s role at Automox  04:17 - Kat’s unexpected journey into CS  06:00 - The student newspaper era  11:14 - Understanding digital program management  13:08 - The power of data in digital CS  19:40 - Campaigns for specific product adoption  23:00 - Avoiding the risk of downgrade  26:56 - Overcoming challenges with data  30:17 - Why showing your work matters  35:52 - Using LinkedIn ads in digital CS  43:34 - Leveraging external data and persona insightsEnjoy! I know I sure did…Kat's Linkedin: https://www.linkedin.com/in/kat-breeggemann/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 spend a bit of time recapping a recent talk I gave together with Dan Ennis at Churn-In, ChurnZero's annual conference and also take some time to discuss the launch of the Digital CS Maturity Assessment, which you can go through by following this link for free: https://digitalcustomersuccess.com/dcsmaturity/I then go through a bit of Q&A from the Zero-In session itself! See the chapters to jump to a specific question.Chapters:00:00 - Intro01:18 - Churn-In Recap01:36 - Digital CS Maturity Assessment04:30 - How to Measure the ROI of your Digital program08:41 - Which self-service mediums are most effective in the SaaS world today that help to promote advocates and reduce support costs?13:58 - Do you have any books, podcasts or frameworks you would recommend for newbies?16:13 - “Tech Touch”, Digital SC and Scaled CS interchangeability18:21 - Incorporating contextual data in predictive modelingEnjoy! I know I sure did. Special shoutout to:- Dan Ennis: my awesome co-presenter at Churn-In- Keishla Ceasar-Jones, Malachi Hopoate, Sylvanie Tweed & Tom Battle for their great questions!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

Joe Di Grande, Founder of Joe Does Tech Touch, shares his experiences scaling accounts and building a tech touch program from the ground up. He and Alex discuss the critical role of clean data, simple automations, and AI in transforming customer interactions, emphasizing a problem-first approach over obsession with technology.Chapters:00:00:00 - Intro00:03:21 - A small world and lifelong connections  00:03:23 - Joe's journey into TechTouch  00:04:16 - From email marketer to scaling accounts  00:05:51 - Building a tech touch program from scratch  00:07:21 - What is Digital Customer Success (CS)?  00:09:19 - Scrappy automations: Simple yet powerful tools  00:11:22 - The under-appreciated power of canned responses  00:18:28 - Clean data: The foundation of successful automation  00:22:03 - Don't fall in love with the tech, focus on the problem  00:29:06 - How AI and bots are transforming customer interactions  00:31:25 - Email blunders and lessons learnedEnjoy! I know I sure did…Shoutouts in this episode include:The Daily Standup Podcast (Dillon Young, JP Frost & Rob Zambito)Marley WagnerSara RobertsJoe's Linkedin: https://www.linkedin.com/in/josephdigrande/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 podcast episode, Natalia Andreeva and Kaelon Russell of 15Five share their journey of building a digital customer success program from the ground up. They discuss their approach to content strategy, onboarding experiments, user health scoring, and the importance of cross-functional collaboration, highlighting how they integrate human and digital interactions to optimize customer engagement and business outcomes.Chapters:00:00:00 - Intro00:05:19 - From accidental CrossFit owner to digital CS leader00:06:22 - Defining digital customer success today00:10:54 - The birth of 15Five’s digital CS program00:13:15 - Content’s role in digital CS success00:17:43 - Measuring success through onboarding experiments00:19:32 - Building a diverse digital CX team00:23:39 - Experimenting with abandoned cart campaigns00:27:46 - Evolving from manual to automated solutions00:29:22 - Finding the balance: one-on-one vs. digital engagement00:33:32 - Personalized customer journeys at scale00:34:47 - User-level health scores in action00:38:06 - Harnessing data to power CX strategies00:44:23 - The importance of cross-functional collaborationEnjoy! I know I sure did…Natalia’s Linkedin: https://www.linkedin.com/in/scalecx/Kaelon’s LinkedIn: https://www.linkedin.com/in/kaelonrussell/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

Larissa Licha, co-founder and CEO of Joyn, discusses the challenges of cross-department collaboration between customer-facing teams and R&D, particularly in fast-growing tech companies. She also shares insights from her entrepreneurial journey, emphasizing the need for flexibility in product development and the role of AI in optimizing business processes and decision-making.Also, congrats to Larissa and team for becoming part of the CS Angel community by securing a seed round!Chapters:02:12 - Larissa’s journey from tattoo artist to tech founder09:50 - Challenges of scaling at a growing company14:53 - Founding Joyn to solve cross-department collaboration17:26 - R&D and customer team misalignment21:20 - Executives and the unseen cost of simple asks24:06 - The buffer role between teams and executives26:17 - Joyn’s role in connecting data and bridging gaps35:01 - Meeting customers where they work38:51 - AI as an aggregator of business information41:23 - Ethical AI concerns in the race to innovate45:15 - AI becoming a cost of doing businessEnjoy! I know I sure did…Larissa’s Linkedin: https://www.linkedin.com/in/larissa-licha-0441738b/Joyn: https://www.joyn.one/ 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

Bernard Slowey, VP of Digital Customer Success at Salesforce, spearheads the transformation of customer service through cutting-edge digital tools. He dives into the importance of unifying support and training portals, enhancing customer self-service, and ensuring seamless transitions between digital and human interactions. Bernard discusses Salesforce's innovative AI tools, like Einstein, that drive personalized service, and emphasizes the role of data in improving customer engagement and accountability for better outcomes.

Monthly Scale and Digital Meetup: https://digitalsuccess.gradual.comThe Ultimate Guide to Digital CS: 4 Pillars for Success w/ Alex Turkovic & Jan Young: https://zoom.us/webinar/register/6817263533053/WN_GqOn3y7JSZWBt_YM3i87kw#/registrationIn today's show...Measuring Digital Customer Success can be an elusive thing. It necessitates borrowing from all manner of different practices in order to do it effectively.In this solo episode, I break down four areas of focus for establishing KPIs in DCS:Traditional CS MetricsMarketing Campaign MetricsProgram Specific MeasuresAttributionChapters:00:00 - Intro01:14 - News03:04 - Measuring your Digital CS Program04:28 - Traditional CS Metrics in Digital06:57 - Marketing Campaign Metrics08:31 - Digital CS Program Specific Metrics10:44 - Attribution12:09 - Examples of Measuring Attribution in DCS17:04 - How do you action unengaged accounts/contacts?20:18 - RecapEnjoy! 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