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

Ever wondered how the happiness of your employees could directly impact the success of your customers? Join us as we sit down with Alyssa Nolte of LIFT, a leading provider in the Customer Success (CS) community, to explore this fascinating interplay. Together, we journey through CS fundamentals in the digital realm, investigating key elements like the customer life cycle, personalizing digital content, and transforming customer success teams from cost centers into profit centers. We place a spotlight on the customer life cycle and the importance of investing in customer relationships from start to finish. Alyssa helps us unpack key CS concepts, demonstrating how prioritization and personalization can drive genuine customer outreach and impactful interactions. We also dive into the world of churn prediction, brand recognition, and nurturing a holistic rapport with your customers.There is a lot of great actionable insight to unpack in this episode so enjoy! I know I sure did...Alyssa's LinkedIn: https://www.linkedin.com/in/alyssanolte/Resources Mentioned in this Episode:Blinkist: https://www.blinkist.com/Digital CS Shoutouts:Tiffani Bova: https://www.tiffanibova.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

A lot of us would like to be a 'fly on the wall' as someone tackles installing a new function into an existing org. In this episode, Kailey Killoran of Loopio will give us just that: a glimpse into her journey of building Loopio's scaled customer success program.This episode is jam packed as we get into all sorts of topics including:Kailey's love of learning and how her poli-sci degrees (yes, plural!) have influenced her professionallyThe importance of internal enablement when launching these programsCoordinating with other functions when launchingIntegrating yourself into other orgs’ strategiesThe importance of celebrating wins!How to prioritize data cleanliness to make sure it doesn’t bog you downBuilding sales’ confidence in the digital experienceHow customers benefit from consistency working with a scaled team over a 1:1 CSMEvolving the tech stackThis episode is packed with valuable insights and practical tips that will elevate your understanding of digital customer success to the next level.Kailey's LinkedIn: https://www.linkedin.com/in/kailey-killoran-4a89b987/Resources In This Episode:DCS Connect Slack Community: https://airtable.com/appLGhZyujOoYp8BQ/shr4ixoZmB8hBoLbMGainsight Resources: https://www.gainsight.com/resource-library/Catalyst Resources: https://catalyst.io/resourcesSuccessHACKER Certifications: https://successcoaching.co/Dee Kapila's Session at Pulse: https://pulselibrary.gainsight.com/video/product-vs-sales-led-growth-embrace-both-with-scaled-cxDigital CS Shoutouts:Dee Kapila, Global Head of CS at Miro: https://www.linkedin.com/in/deekapila/ 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

Get ready for an enlightening conversation as we sit down to converse with Aaron Hatton, Digital Customer Success Program Manager at Gainsight. With his vast experience and technical background, Aaron unpacks the intricacies of data, user self-identification, the growth mindset, and much more, giving you invaluable insights into Gainsight's own digital customer success strategies.In this episode, Aaron recounts how his technical & support background has formed into a career in Digital CS. He offers valuable strategies on tailoring the customer journey and capitalizing on data.This very tactical episode promises to deliver a wealth of information for anyone interested in the realm of digital customer success.Enjoy...I know I sure did!Aaron's LinkedIn: https://www.linkedin.com/in/aaronhatton/ Resources mentioned in this episode:The Power of Moments: Why Certain Experiences Have Extraordinary Impact by Chip Health & Dan Heath: https://amzn.to/3PXu0wOProduct-Led Onboarding: How to Turn New Users Into Lifelong Customers by Ramli John: https://amzn.to/46cL5ZiThe Product-Led Podcast: https://productled.com/podcastGainsight Community: https://community.gainsight.com/Gainsight Pulse Library: Recorded Pulse Sessions: https://pulselibrary.gainsight.com/Digital Customer Success Kudos:Alteryx: https://www.alteryx.com/Okta: https://www.okta.com/GitLab - Customer Health Scoring Documentation: https://about.gitlab.com/handbook/customer-success/customer-health-scoring/ 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

I'm thrilled to bring you a vibrant conversation with Alex Farmer, the founder of the Customer Success Excellence Awards and Chief Customer Officer at Nezasa. He brings a wealth of knowledge from the frontlines of various customer-facing role experience, particularly in the startup realm. Through our rich discussion, we explore how to personalize your customer success processes, streamline tech stack elements into a unified, customer-centric overlay, and much more.Join us as we take a deep dive into the art of enhancing customer experience and accessibility. With Alex's expertise, we unpack strategies to establish a single access point across multiple systems for your customers. We also shed light on empathizing with customers to better grasp their needs and confusion. We also explore the Customer Success Excellence Awards program founded by Alex, with a mission to honor those in the industry that are putting in the hard work to make customers successful.Enjoy! I know I sure did...Alex's LinkedIn: https://www.linkedin.com/in/alexanderfarmer/Customer Success Excellence Awards: http://customersuccessexcellence.com/Resources Mentioned In This Episode:Blogs:SaaStr Blog: https://www.saastr.com/blog/Kellblog: https://kellblog.com/Lenny Rachitsky: https://www.lennyrachitsky.com/Shoutouts:Angelika Marek @ Bazaarvoice: https://www.linkedin.com/in/angelika-m/Dickey Singh @ Cast.app: https://www.linkedin.com/in/dickey/Annie Dean @ Recast Success: https://www.linkedin.com/in/anniedean/Marcus Innocenti @ Zoom: https://www.linkedin.com/in/minnocenti/Jeff Beaumont @ GitLab (featured in previous episode): https://www.linkedin.com/in/jeffbeaumont/Dan Ennis @ Monday.com (featured in previous episode): https://www.linkedin.com/in/dan-ennis-cs/Chad Horenfeldt (featured in previous episode): https://www.linkedin.com/in/chadhorenfeldt/ 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

Join us for a compelling discussion with Michael Bojanski, Director of Customer Success Operations and Support at Learn to Win and recent winner at the Customer Success Excellence Awards. Michael’s insights draw from a diverse career journey, ranging from pre-med study abroad and an MBA, to Amazon fulfillment centers and various Operations & Marketing roles.In our chat, Michael provides a comprehensive view on the ins and outs of implementing client success motions and automating processes for Sales to CS handoff, Renewals & Sales Assistance Requests. He emphasizes the crucial role of clean customer data in building up an operations function.We also delve into the topic of internal training/change management. Michael shares how he harnessed his own software to introduce new processes within his team, underlining the value of quizzes to identify knowledge gaps. Enjoy! I know I sure did...Michael's LinkedIn: https://www.linkedin.com/in/michaelbojanski/Resources Mentioned in this Episode:Join DCS Connect, the first community focused specifically on Digital Customer Success: https://airtable.com/appLGhZyujOoYp8BQ/shr4ixoZmB8hBoLbMDigital CS Shoutouts:Kristi Faltorusso @ ClientSuccess: https://www.linkedin.com/in/kristiserrano/JD Nyland @ ClientSuccess: https://www.linkedin.com/in/jdnyland/ 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

Dan Ennis of Monday.com, a seasoned expert in the CS community and Monday.com's own digital ace joins us this week. Dan gives us a guided tour of his career journey, transitioning from roots in customer service call centers to account management, and finally, the realm of CS. His insights offer us a fresh perspective on handling different contact personas within a company and the value of data-driven decision making.As we dig deeper into the conversation, we encounter the realities of Monday.com's diverse customer base, its challenges, and its opportunities. Dan teaches us the art of identifying potential champions through data, and how integrating marketing disciplines, like attribution, can help to scale customer success motions. He also underscores the importance of maintaining data hygiene through user identification and human validation. Enjoy! I know I sure did...Dan's LinkedIn: https://www.linkedin.com/in/dan-ennis-cs/Resources Mentioned in this Episode:Webinar: How to Grow Revenue from your Scale CS Accounts: https://learn.everafter.ai/grow-revenue-from-existing-accountsPodcast: This is Growth with Daphne Costa Lopes: https://www.daphnelopes.com/podcast/Book: Impact Players: How to Take the Lead, Play Bigger and Multiply Your Impact by Liz Wiseman: https://amzn.to/3Px9LETBook: Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones by James Clear: https://amzn.to/3ZfPsAeBook: Entrepreneurial You: Monetize Your Expertise, Create Multiple Income Streams, and Thrive by Dorie Clark: https://amzn.to/3sJ4r9nShoutouts in this Episode:Angeline Gavino - VP of Customer Success & Support at Katalon: https://www.linkedin.com/in/angelinegavino/Angelika Marek - Lead Digital Customer Success Manager at Bazaarvoice: https://www.linkedin.com/in/angelika-m/ 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

It has become quite apparent in recent years that a solid Digital Customer Success program relies heavily on a solid CS Operations function. Join me, Alex Turkovic, in a riveting conversation with Matthew Lind, a Gainsight expert and operations leader, known for his unique approach to solving complex CS problems. As we kick off, we examine the evolution CS over the last few years. You'll learn how operations can make or break digital programs and why data hygiene isn't something you should overlook. We'll also talk about the challenges of dealing with outdated contacts and why manual data clean-up is often necessary. Matthew shares his expert advice on how to prepare for the successful implementation of a customer success platform. Enjoy! I know I sure did...Matthew's LinkedIn: https://www.linkedin.com/in/matthewlind/Resources Mentioned in this Episode:Book: "The Checklist Manifesto: How to Get Things Right" by Atul Gawande - https://amzn.to/3sE9tnMPodcast: The Success League Podcasts - https://www.thesuccessleague.io/podcastsPodcast: RevOps Corner - https://podcasts.apple.com/us/podcast/revops-corner/id1619571311Shoutout to:Lane Holt of Gainsight: https://www.linkedin.com/in/laneholt/"Don't boil the ocean but instead, make a pot of tea"1Password for their Digital CS Strategy 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 I spoke with Jen Jackson, a stellar customer experience leader at Litmos with a rich history in support & CS leadership. In our discussion, she delves into the world of micro-learning, the power of support metrics, and the vital role data insights play in shaping up customer success.Discover how Jen is revolutionizing customer experience by integrating rapid-fire micro-training into her strategies, empowering customers to learn swiftly and effectively. We discuss how defining the outcomes of digital CX is paramount, and the importance of internal collaboration and harnessing the power of LinkedIn comments for valuable tips and advice. This episode is a goldmine of wisdom from a dynamic leader driving the future of digital customer success. Tune in and equip yourself with the tools and insights to improve your own customer success program. You can't afford to miss this one!Jen's LinkedIn: https://www.linkedin.com/in/jmjackson/Resources Mentioned in this Episode:BooksHubSpot's list of 20 great CS books: https://blog.hubspot.com/service/customer-success-books#oneDigital Customer Service: Transforming Customer Experience for an On Screen World: https://amzn.to/3YVpZMiPodcastsLeadership with Heart: https://heatheryounger.com/podcasts/Gain Grow Retain: https://podcast.gaingrowretain.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

Immerse yourself in an enlightening conversation with the dynamic duo, Kellie Capote and Nick Mehta, CCO and CEO (respectively) of Gainsight! Discover the unique blend of cross-functional relationships and a growth mindset that has driven Kellie's fascinating career trajectory. Get an exclusive peek into Nick's rise from a bio chemistry major to where he is today. Together, they explore the challenges and rewards that come with a customer success role, emphasizing the importance of harnessing passion and data-driven problem-solving. We then venture into the world of Digital Customer Success, where Kellie and Nick offer valuable insights on how leveraging technology and self-service capabilities can enhance customer interactions. They also delve into how Gainsight implements in-app walkthroughs and engagements to guide customers effectively. But the conversation doesn't stop there. We also explore gender diversity within customer success, and how Kellie and Nick have fostered growth, innovation, and a seamless customer experience within their teams.Lastly, we discuss the importance of diversity and career opportunities in the workplace. Learn from Kellie and Nick about the potential pathways available for underrepresented backgrounds, from CSM to VP, CCO, CRO, CEO, and board member. Hear their advice on how attitude, initiative, and flexibility can make you stand out and accelerate your career growth. We wrap up the conversation with a focus on the vital role of customer health scores in digital success. Listen in as we discuss how both quantitative and subjective data can provide invaluable insights for businesses. Don't miss out on this enriching conversation loaded with insights from tech, business, and beyond!Enjoy! I know I sure did...Nick's LinkedIn: https://www.linkedin.com/in/nickmehta/Kellie's LinkedIn: https://www.linkedin.com/in/kellie-capote-6541a939/Resources Mentioned in this Episode:Lex Friedman Podcast: https://lexfridman.com/podcast/All In Podcast:https://www.youtube.com/channel/UCESLZhusAkFfsNsApnjF_CgHow I Built This Podcast: https://www.npr.org/series/490248027/how-i-built-thisMy First Million: https://www.mfmpod.com/Kudos:OktaConcurMews 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

Simon Kriss, author of "The AI Empowered Customer Experience" and CX Futurologist joins me this week for an in-depth conversation about the mindset that it takes to be truly innovative, use cases for Gen AI in CX, among other topics. It's a fascinating glimpse into how he advises the many boards and c-suite execs on how to truly innovate and craft their customer experience.Enjoy! I know I sure did...Simon's LinkedIn: https://www.linkedin.com/in/simonkriss/Simon's Book: "The AI Empowered Customer Experience": https://amzn.to/440SOYBSimon's Podcasts (CX Sessions, CX Boardroom & CX Disruptors):  https://youtube.com/playlist?list=PLh6Aar_BnvE1l8UXhOluxCK7GgBMGMZkQResources Mentioned in this Episode:Tools: Synthesia - AI-powered video generation: https://www.synthesia.io/Deepgram - AI speech to text: https://deepgram.com/Soul Machines - AI Avatars: https://www.soulmachines.com/Book:Non-Bullshit Innovation: Radical Ideas from the World's Smartest Minds by David Rowan: https://amzn.to/3YtUZTiPodcasts: Everyday AI by CSIRO: https://www.csiro.au/en/news/podcasts/everyday-ai-podcast 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