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

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 StrategySupport 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:OktaConcurMewsSupport 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-podcastSupport 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

Joel Passen might not be your go-to guest for a Customer Success podcast as he has spent the majority of his career leading revenue teams. But after just a few minutes of discussion, you quickly realize that Joel intimately understands what it takes to deliver on the customer journey and value outcomes for customers post-sale.In this episode, we discuss how he and his team at Sturdy.ai are helping their customers prevent churn with data and AI driven intelligence. We also get into the weeds about data in and between systems, CS' position within organizations and delivering customer value digitally.Enjoy, I know I sure did!Joel's LinkedIn: https://www.linkedin.com/in/joelpassen/Sturdy: https://www.sturdy.ai/Resources Mentioned in this Episode:Kenn So - Writer at Generational: https://www.generational.pub/G2 - B2B Buyer Behavior Trends Article: https://learn.g2.com/software-buyer-behavior-trendsTomasz Tunguz - https://tomtunguz.com/Book: Power and Prediction: The Disruptive Economics of Artificial IntelligenceBook: The Checklist ManifestoTool: Gamma - https://gamma.app/ - build presentations with AISupport 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

OK - this one was extra fun! In this special episode of the show, I had the pleasure of hosting the amazing BS & CS Crew from the Unchurned podcast: Kristi Faltorusso (ClientSuccess), Jon Johnson (UserTesting), Josh Schachter (UpdateAI) & Mickey Powell (UpdateAI). Needless to say, we had a lot of fun waxing poetic about Digital Customer Success and about a dozen other tangents.Enjoy! I know I sure did...Kristi's LinkedIn: https://www.linkedin.com/in/kristiserrano/Jon's LinkedIn: https://www.linkedin.com/in/jonwilliamjohnson/Josh's LinkedIn: https://www.linkedin.com/in/jschachter/Mickey's LinkedIn: https://www.linkedin.com/in/mickeypowell/UpdateAI: https://www.update.ai/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

There is a small but mighty bunch of customer success leaders who are tasked with operating a Digital Customer Success program within the confines of an on-prem software product - and Stacie Chaney of VMware and I happen to be two of them!So of course we talk about that in this episode and Stacie provides some amazing insight and tactics from her own DCS practice that have very real and practical implications now.Stacie also discusses her background in Marketing and how well it translates into a career in CS.Enjoy! I know I sure did...Stacie's LinkedIn: https://www.linkedin.com/in/stacie-kaufman-chaney-360339b/Resources Mentioned in this Episode:PodcastGain Grow Retain: https://podcast.gaingrowretain.com/Unchurned: https://podcasts.apple.com/us/podcast/unchurned/id1635997357Beating The Drum: https://beatingthedrum.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

It's easy to see why Ralphie English received the 2023 Customer Success Leader of the Year award at the Customer Success Excellence Award once you spend even a little bit of time with her. Not only is she an innovator in the digital CS space, having built a lot of creative engagement strategies for Deepgram customers, but she's also a fantastic leader both for her team and the wider CS community via her consultancy, Radical CS.One fascinating aspect of her work with Deepgram is that there is no such thing as 'in-app' engagement with her customers as they are API-based , not SaaS - and there are some fascinating ways that she gets around this with her tech stack.In our conversation, Ralphie and I discuss a wide array of topics including:The CS Excellence AwardsBuilding CS and Digital CS functions from the ground upCreating great cultureRalphie's unique tech stack Equity & inclusion in tech & CSEmpowering teams to take ownership...among other things.Enjoy! I know I sure did...Ralphie's LinkedIn: https://www.linkedin.com/in/ralphetteenglish/Radical CS: https://www.radicalcs.com/Resources Mentioned in this Episode:BooksOrbiting the Giant Hairball: A Corporate Fool's Guide to Surviving with Grace by Gordon MacKenzie: https://amzn.to/3DqqRhVCustomer-Led Growth: A CEO's guide to building a B2B SaaS company by David Jackson: https://amzn.to/3q7TZHzThe Messy Middle: Finding Your Way Through the Hardest and Most Crucial Part of Any Bold Venture by Scott Belsky: https://amzn.to/3OzZ1X3Community:Success in Black: https://www.successinblack.co/PodcastThe CSM Practice Podcast with Irit Eizips: https://www.csmpractice.com/podcastDigital CS Kudos! (i.e. who's doing great things in Digital Customer Success)Nick Sanders: https://www.linkedin.com/in/nick-sanders1/ Director, Digital CX Strategy at Dental IntelligenceWinner of the Most Innovative Strategy Award at Customer Success Excellence AwardsSupport 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