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

You've likely seen Jan Young in various Customer Success communities such as the CS Office Hours and Rev Room. Most recently, she has launched JanYoungCX, providing courses, coaching & consulting in customer led growth. Her contributions to the CS community are numerous and always valuable, which is why I was so delighted to have her on the show!In our conversation, we discuss (among other things) using tools to drive internal efficiencies, personalized content, generative AI and going beyond prompting, preparing for a tool's implementation, etc. Enjoy! I sure did.Jan's LinkedIn: https://www.linkedin.com/in/jan-young-cx/JanYoungCX: https://janyoungcx.comCS Office Hours: https://lu.ma/successhour Resources Mentioned in this Episode:Tools worth checking out:Fathom: https://fathom.video/UpdateAI: https://update.aiStaircase: https://staircase.aiInvolve: https://www.involve.ai/Imersa: https://www.immersa.ai/Hook: https://hook.co/RevOS: https://www.revos.ai/Intelligage: https://completecsm.ai/intelligage-home/Digital CS Kudos!Awards for Digital CSEverafter: https://www.everafter.ai/blog/most-creative-customer-success-leaders-2023Customer Success Excellence Awards: https://www.customersuccessexcellence.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

I thoroughly enjoyed my conversation with Jeff in this week's episode. Most of you will probably know him from Gain Grow Retain and his constant presence on LinkedIn. I was excited for this interview as Jeff has talked with so many amazing CS leaders and as such, has had his finger on the pulse for quite a few years now. In this episode, Jeff and I discuss the evolution of Digital Customer Success, practical advice for those getting started in DCS, the benefits of office hours and user-generated content, building customer relationships over time , among other things!Enjoy! I sure did...Jeff's LinkedIn: https://www.linkedin.com/in/scaledcs/GGR: https://gaingrowretain.comHigher Logic: https://higherlogic.comResources Mentioned in this Episode:Newsletters:Chartr Newsletter - Data visualization: chartr.coPodcastsMy First Million: https://www.mfmpod.com/Digital CS Kudos!Greg Danes on the value of paying for educationMatt Dixon on reducing effortMonday.comSupport 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

If deep intel on how to develop a Customer Scorecard is what you want, then this interview with Jeff Beaumont will deliver! Jeff is someone who has spent a lot of cycles thinking critically about the topic of health scores and digital CS in general...we are the lucky ones who benefit from the knowledge he's attained.In this episode, Jeff and I discuss the anatomy of digital motions, his key takeaways from Pulse '23, strategies for building effective customer health scores, scoring frameworks (PROVE & DEAR), among other things!Enjoy!Jeff's LinkedIn: https://www.linkedin.com/in/jeffbeaumont/Jeff's Blog: https://jeffreybeaumont.comResources Mentioned in this Episode:Gainsight Pulse Recorded SessionsGitLab Handbook - the framework GitLab uses to measure customer healthPodcastsThey Said: Real Strategies for Customer SuccessOperations with Sean LaneSaaStr PodcastCustomer Success Strategy with Nils VinjeBooksThe Tyranny of Metrics by Jerry Z MullerParenting from the Inside Out by Daniel J Siegel and Mary HartzellSupport 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

Bhavani Prasad currently serves as a Team Lead on one of Gainsight's Customer Success Consultant teams. In this role, he has a ton of exposure to how different companies are going about implementing their digital customer success strategies. I was excited to interview Bhavani to learn what, from an administrator's perspective is imperative in getting digital cs strategies off the page and into practice.Bhavani's LinkedIn: https://www.linkedin.com/in/bhavani-prasad-v-1026a2129/Resources Mentioned in this Episode:Book: Customer Success Professional's Handbook by Ashvin Vaidyanathan & Ruben Rebago: https://amzn.to/3JusxudPodcast: Gainsight Game Changer 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

Not only does Chad Horenfeldt have an incredible background in CS, published his own podcast (along with other great content) and is involved in various CS organizations...but he's working on a new book as well! I was excited to chat with Chad about his own Success and Failures (hint hint) in establishing and running Digital CS programs. Chad's LinkedIn: https://www.linkedin.com/in/chadhorenfeldt/Resources Mentioned in this Episode:Book: The Seven Pillars of Customer Success by Wayne McCullochTool: Chili Piper - scheduling for lead conversionPodcasts:UnchurnedGGRSuccess League RadioShoutouts to Digital CS Pioneers:Dan Ennis @ Monday.comLane Hart @ HeapCatalyst software for their open publications of CS best practicesSupport 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

Mickey Powell (co-founder of UpdateAI) has been at the forefront of the discussion around the use of generative AI in customer success. He is the author of ChatGPT for Customer Success, an e-book which explains the basics as well as some advanced use cases for AI in CS. Mickey's LinkedInUpdateAIResources Mentioned in this Episode:Good Strategy Bad Strategy: The Difference and Why It Matters by Richard RumeltChat GPT for Customer Success by Mickey PowellShoutouts to Digital CS Pioneers:Jeff Beautmont @ Gitlab (featured in episode 3 of this podcast)Dan Ennis @ Monday.comSupport 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 first episode of The Digital Customer Success Podcast I introduce what we are trying to do here, which is to create community around digital CS and to pull you in on conversations we'll be having with industry innovators.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