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

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

In a captivating conversation, Bob Mathers, a personal branding expert on LinkedIn and customer success strategies, shares his insights on humanizing digital customer experiences. He emphasizes the importance of storytelling and authenticity in building trust. They discuss the balance between digital communication and personal connection, highlighting techniques for crafting effective LinkedIn profiles. Bob also reflects on how the pandemic has changed interactions and offers practical tips for enhancing personal brands in today's digital landscape.

Mary Caballero, hire number 1 at Champify, shares her journey in scaling customer success at an early-stage startup. The conversation delves into the challenges and strategies of driving digital-first customer engagement, the importance of responding to customer feedback, and how to effectively manage key customer relationships in a rapidly growing company.Chapters:00:00:00 - Intro00:02:36 - Mary Caballero’s background and journey00:04:58 - Balancing technical and customer roles00:06:22 - Defining digital customer success00:08:08 - Tools for scaling customer communication00:10:41 - Key contacts and stakeholder departures00:13:47 - Challenges of traditional training methods00:15:02 - The role of personalization in customer success00:18:29 - Leveraging NPS beyond the score00:20:55 - Transforming detractors into champions00:22:08 - Lessons learned in a startup environment00:25:27 - Scaling onboarding processes00:27:53 - Content recommendations for professional growth00:29:36 - Integrating customer success and marketing00:34:36 - Shoutouts and key mentorsEnjoy! I know I sure did...Mary’s Linkedin: https://www.linkedin.com/in/mary-caballero/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, Joydeep Sen Sarma, founder and CEO of Clearfeed, discusses the evolution of customer success in the SaaS world, emphasizing the shift from transactional support to ongoing, relationship-driven models. He also shares insights on how Clearfeed transforms Slack into a structured customer management tool, the role of AI in customer interactions, and the increasing importance of integrating natural language interfaces into product design.Topics we discussed:05:42 - The early internet and evolving tech paradigms12:40 - Transitioning from transactional to subscription models16:44 - Clearfeed: Transforming Slack into a help desk18:39 - Customer love for real-time communication22:21 - Fragmented experiences: No app, no problem24:38 - Use cases beyond B2B: SMB and tertiary markets30:48 - B2B learning from B2C customer engagement31:13 - The role of bots and AI in customer interactions41:02 - Balancing product development and customer feedbackEnjoy! I know I sure did…Joydeep’s Linkedin: https://www.linkedin.com/in/joydeeps/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