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

In this episode of the Digital CX podcast, Jess Osborn shares insights from her career journey, discussing her experiences with customer success, account management, and scaling global teams at companies like Bazaarvoice and, currently, GoCardless. She emphasizes the importance of action-based onboarding, digital tools in renewals, and the evolving landscape of customer experience, while also addressing challenges in today’s job market and career development in digital CS.Chapters:06:18 - A start in account management12:17 - Revenue ownership in customer success15:14 - Scaling customer success globally17:01 - Digitizing renewals and the customer experience19:25 - Job market challenges and pivots24:39 - Breaking into digital CS: Key skills and focus30:20 - Strategic relationships in CX and CS33:34 - Redefining onboarding with action-based metrics37:51 - Immersive digital experiences in B2CEnjoy! I know I sure did...Jess' LinkedIn: https://www.linkedin.com/in/jessicareserosborn/Content:Unlocking Us with Brené Brown: https://brenebrown.com/podcast-show/unlocking-us/Blinkist: https://blinkist.o6eiov.net/JzEe1aShoutouts:CS CollectiveLayton Chainey: https://www.linkedin.com/in/laytonchaney/Sue Nabeth Moore: https://www.linkedin.com/in/sue-nabeth-moore-6470905/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, I take you through the 4 Pillars of Digital Customer Success, a model I have come up with over the past years to help establish a strong foundation for a digital CS program. I also cover a few news tidbits related to CS.Join me as I walk you through the four pillars:Customer JourneyDataAutomationContentChapters:01:05 - News and Reviews07:18 - Four Pillars of Digital CS10:05 - Pillar 1: Customer Journey16:05 - Pillar 2: Data & Data Cleanliness20:41 - Pillar 3: Automation24:28 - Pillar 4: Content29:34 - RecapA few resources mentioned in this episode:Article: The Digital CS Sweet Spot: https://digitalcustomersuccess.com/dcs-sweet-spot/The Digital CS Tech Stack: https://digitalcustomersuccess.com/tech-stack/And don't forget to check out Sara Roberts and Christine Raby's course, LinkedIn Mastermind: http://www.bayviewtalent.com/masterclassSupport 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, Alex interviews Masha Krol, CEO of Glowstick about the various innovative uses of AI in customer success to identify growth opportunities and enhance collaboration between CS and commercial teams. Masha shares her takes on the evolution of digital customer success, emphasizing the importance of leveraging AI to analyze customer conversations, breaking down organizational silos, and segmenting customers based on tasks and outcomes for more personalized strategies.Chapters:06:19 - Silos in organizations08:07 - Analyzing customer conversations10:23 - Identifying growth opportunities14:32 - Human and digital go hand-in-hand17:29 - Customer segmentation challenges19:29 - Internal collaboration models23:52 - CS as a strategy25:07 - CSQL programs and challenges30:01 - Trust issues in teams37:14 - AI in the market40:03 - Future of AI toolsEnjoy! I know I sure did...Masha's LinkedIn: https://www.linkedin.com/in/mashakrol/Glowstick: https://www.glowstick.ai/+++++++++++++++++This episode was edited and sponsored by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young.  Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals.  Lifetime Value is offering select services at a deeply discounted rate for a limited time.  Navigate to lifetimevaluemedia.com to learn more.+++++++++++++++++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

RevSetter founder Haydar Al Saad discusses with Alex his new revenue-centric customer success platform and its unique approach to integrating both sales and customer success functions. He and Alex explore his extensive experience in SaaS and Haydar’s philosophy on the importance of post-sale revenue growth and the role of digital customer success tools overall in enhancing efficiency and customer value.Chapters:03:02 - Private Equity → SaaS05:38 - Sales → Customer Success10:19 - Importance of Post-Sale Revenue Growth15:05 - RevSetter: The Revenue-Focused CSP20:37 - Digital Tactics for Customer Onboarding23:05 - User Experience: RevSetter’s Approach25:14 - Modernizing CS with Flexible Tools33:25 - Innovative Digital Motions in SaaSEnjoy! I know I sure did...Haydar's LinkedIn: https://www.linkedin.com/in/haydaralsaad/RevSetter: https://revsetter.com/Resources:Topline Podcast: https://www.salestalentagency.com/topline-podcast/Customer Success Podcast: https://www.csmpractice.com/podcastShoutouts:Jan Young: https://www.linkedin.com/in/jan-young-cx/Daphne Costa Lopes: https://www.linkedin.com/in/daphnecostalopes/+++++++++++++++++This episode was edited and sponsored by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young.  Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals.  Lifetime Value is offering select services at a deeply discounted rate for a limited time.  Navigate to lifetimevaluemedia.com to learn more.+++++++++++++++++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

Ever wondered how mastering customer education can lead to skyrocketing revenue? Listen in as we sit down with Greg Rose of Intellum, who takes us on his extraordinary journey from running a record label to pioneering the field of customer education. You'll learn the magic of Education Qualified Leads (EQLs) and how they can turbocharge your conversion rates. Greg also shares invaluable leadership gems from his memorable Pulse talk, "Everything I Learned About Leadership I Learned from Fred Rogers and My Dad," blending personal anecdotes with professional wisdom.We also talk about:00:00 - Driving revenue through education02:26 - Music and customer education06:59 - Leadership lessons from Fred Rogers07:59 - Brain science in sales11:05 - The problem with sales handoffs17:42 - Balancing micro-learning and mastery19:08 - Two pillars of education strategy27:18 - Challenges in measuring ROI30:13 - Forrester’s findings on customer education32:35 - The importance of strategic planning36:59 - Defining an education qualified lead40:10 - Impact of the pandemic on education44:11 - Strategies for measuring impact46:17 - Building relationships for data access47:16 - Benefits of education moving to marketing49:02 - Avoiding mistakes in education strategy50:56 - The importance of reach and frequencyEnjoy! I know I sure did...Shoutouts:Andrew DeBell: https://www.linkedin.com/in/andrewdebell/Jay Nathan: https://www.linkedin.com/in/jaynathan/Dee Kapila: https://www.linkedin.com/in/deekapila/Books: Creative Act by Rick Rubin: https://amzn.to/3WvCDBL Leadership Revolution by Lori Hazan: https://amzn.to/4bS2zvR+++++++++++++++++This episode was edited and sponsored by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young.  Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals.  Lifetime Value is offering select services at a deeply discounted rate for a limited time.  Navigate to lifetimevaluemedia.com to learn more.+++++++++++++++++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

This week, we are pleased to bring you a conversation with Rod Cherkas, a SaaS veteran, consultant, author of two books on customer success, and vocal contributor to the CS community.  Rod and Alex discuss his past at Marketo and Gainsight (among others), his newly released book REACH, as well as where he sees the CS profession heading.Chapters:00:00:00 - Intro00:01:18 - Rod’s Background and Path to CS00:02:42 - Journey from Product to Customer Focus00:03:45 - Intuit’s Customer-Centric Approach00:04:27 - Applying Experience Design Principles00:05:02 - Hello CCO00:07:00 - Developing Executive-Level Skills00:09:08 - Practical Impact of REACH Framework00:10:29 - Importance of Marketing Playbooks00:11:16 - Commercial Focus in CS Teams00:13:03 - Learning from Digital Marketing00:15:45 - Embracing Digital and AI in CS00:16:15 - Prioritizing Accounts with Growth PotentialEnjoy! I know I sure did...Rod's LinkedIn: https://www.linkedin.com/in/rodcherkas/Rod's Website: https://hellocco.comRod's Books:- CCO Playbook: https://amzn.to/3y44XBS- REACH: https://amzn.to/3Wn5wAm+++++++++++++++++This episode was edited and sponsored by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young.  Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals.  Lifetime Value is offering select services at a deeply discounted rate for a limited time.  Navigate to lifetimevaluemedia.com to learn more.+++++++++++++++++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, we tackle two primary topics:Imposter Syndrome specific to Digital CS and how to combat itBuilding Customer Health Scores without the benefit of product TelemetryAlong the way, I also share a few news items and resources with you.Enjoy! I know I sure did...Resources:Virtual Scale & Digital Meetup Survey LinkLatest Digital CX ArticlesHubspotChurnZeroEveryday AI5 Simple Ways to use Generative AI Every DayDCS Connect Slack CommunityDigital Customer Success bookHealth Scores without Telemetry postSupport 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

Eric Mistry (Strategy & Shared Services Operations Manager at Contentsquare) has a very unique background and set of skills in education that afford him a fascinating perspective on the customer experience.  Eric joins Alex to discuss the evolving use of AI in the workplace, the importance of connecting cross-functional dots, and the future of customer education and digital customer success.Topics in this Episode:03:00 - From swim coach to software05:19 - Higher education and academic technologist06:59 - Joining Heap and instructional design10:26 - Connecting the dots in scaling functions12:26 - Data management during mergers15:15 - Adapting with a growth mindset19:49 - Practical use of AI in the workplace31:45 - Future of customer education and AI39:54 - Enhancing automation with AIEnjoy! I know I sure did...Eric's LinkedIn: https://www.linkedin.com/in/ericmistry/Resources:Meco App for collating newslettersTim Ferriss ShowRange by David EpsteinMillion Dollar Weekend by Noah KaganImaginable by Jane McGonigalBefore the Coffee Gets Cold by Toshikazu KawaguchiShoutouts:Joe Ryan (Customer Education Weekly)Shannon Howard+++++++++++++++++This episode was edited and sponsored by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young.  Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals.  Lifetime Value is offering select services at a deeply discounted rate for a limited time.  Navigate to lifetimevaluemedia.com to learn more.+++++++++++++++++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

Aaron Thompson (Chief Revenue Officer of SuccessCOACHING and Founder of Red Slacks) has dedicated his professional life to helping companies and CS professionals.  He and Alex delve into the importance of leveraging digital technologies and data to enhance customer experience, and explore the benefits of transitioning from high touch to tech touch interactions.Topics:02:40 - The origin of the Red Slacks07:44 - Aaron’s journey into customer success12:28 - Importance of hospitality experience in CS17:14 - Digital customer experience definition19:33 - Leveraging data in digital strategies26:50 - Rethinking the traditional QBR34:37 - B2B learns from direct-to-consumer strategies36:34 - Effective tools in digital CS40:20 - The missing piece in customer success platformsEnjoy! I know I sure did...Aaron's LinkedIn: https://www.linkedin.com/in/athomps/Red Slacks: https://redslacks.com/SuccessCOACHING: https://successcoaching.co/Resources:- 4Rocks by Sean Albertson- Revenue Operations by Stephen Diorio and Chris HummelShoutouts:Simon Kriss: https://www.linkedin.com/in/simonkriss/Percy Rose: https://www.linkedin.com/in/percyrose/Mickey Powell: https://www.linkedin.com/in/mickeypowell/+++++++++++++++++This episode was edited by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young.  Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals.  Lifetime Value is offering select services at a deeply discounted rate for a limited time.  Navigate to lifetimevaluemedia.com to learn more.+++++++++++++++++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

Preetam Jinka and Arun Balakrishnan, co-founders of FunnelStory, join the podcast to discuss how we’re just scratching the surface with AI and machine learning.  They chat with Alex about how FunnelStory is revolutionizing customer success strategies, enabling teams to predict churn, optimize user engagement, and drive revenue growth through data-driven insights.Additionally, Arun & Preetam share their own insights on A.I. and how Product teams best work with Customer Success.Chapters:04:35 - Arun's background in cybersecurity and product managemen05:25 - How Preetam got started in AI and data engineering14:00 - The difference between AI and machine learning18:10 - Some practical applications of AI in customer success21:14 - An overview of the FunnelStory platform24:26 - Predictive and prescriptive elements27:46 - Product telemetry and customer insights30:26 - Collaboration between product and customer success teams33:11 - Innovative uses of predictive analytics in customer engagement38:19 - Discovering hidden metrics through data analysis39:16 - Leveraging AI and ML for pattern recognition in CSEnjoy! I know I sure did...Preetam's LinkedIn: https://www.linkedin.com/in/preetamjinka/Arun's LinkedIn: https://www.linkedin.com/in/balakrishnanarun/FunnelStory: https://funnelstory.ai/+++++++++++++++++This episode was edited by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young.  Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals.  Lifetime Value is offering select services at a deeply discounted rate for a limited time.  Navigate to lifetimevaluemedia.com to learn more.+++++++++++++++++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