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

Nov 19 2024 80 ep. 49 mins 5
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I. artwork

This podcast is for Customer Experience leaders and practitioners alike; focused on creating community and learning opportunities centered around the burgeoning world of Digital CX.

Hosted by Alex Turkovic, each episode will feature real and in-depth interviews with fascinating people within and without the CS community. We'll cover a wide range of topics, all related to building and innovating your own digital CS practices. ...and of course generative AI will be discussed.

If you enjoy the show, please subscribe, follow, share and leave a review. For more information visit https://digitalcustomersuccess.com 

  Business
RSS feed Share
Copy RSS


Subscribe on Podcast Addict


Digital Duct Tape: Leveraging AI to Solve CX Challenges with Scott Wilder | Episode 079

Nov 19 2024 39 mins  
In this episode of the Digital CX Podcast, host Alex Turkovic chats with Scott Wilder, Head of Digital Success at Clari with a wealth of previous experience from Google, Adobe, and HubSpot among others. The conversation explores leveraging AI for customer success, integrating data across platforms, and adopting B2C innovation to enhance digital experiences in the B2B space.Chapters

Lessons in CX Leadership and Strategy with CX "Superwoman" Nat Onions of Customer.io | Episode 078

Nov 12 2024 55 mins  
Nat Onions, CX leader at Customer.io, dives into the importance of data and automation in driving effective customer support and engagement. She shares her experiences from building a customer success program, experimenting with AI tools, and leveraging SMS to scale interactions, while also discussing the significance of diversity and attention to detail in creating impactful digit

Scaling Customer Education for Digital CS with Adam Avramescu of Personio & the CELab Podcast | Episode 077

Nov 05 2024 46 mins  
Adam Avramescu, Vice President of Customer Education at Personio and co-host of the CELab Podcast, joins the show to share his thoughts on the evolving role of customer education in digital customer success. He and Alex dive into the challenges of content curation, scaling personalized experiences, and the growing importance of integrating education with broader customer experience

Enhancing CX with Targeted Campaigns...and LinkedIn Ads! with Kat Breeggemann of Automox | Episode 076

Oct 29 2024 53 mins  
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 insi

Digital Customer Success Maturity Model Assessment Launch and Post Churn-In Q&A | Episode 075

Oct 22 2024 25 mins  
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 fr

Scrappy Automations that Boost Customer Success ROI w/ Joe Di Grande of Joe Does Tech Touch | Episode 074

Oct 15 2024 40 mins  
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 li

Inside the Build of 15Five's Digital CS Program w/ Natalia Andreeva & Kaelon Russell | Episode 073

Oct 08 2024 52 mins  
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 cus

Tattoos to Tech: Larissa Licha’s Mission to Bridge R&D and CS as CEO of Joyn | Episode 072

Oct 01 2024 57 mins  
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.Als

Inside Salesforce: Driving Customer Value with AI & Automation with Bernard Slowey, VP of Digital CS | Episode 071

Sep 24 2024 57 mins  
Bernard Slowey, VP of Digital Customer Success at Salesforce, joins the show to discuss the transformation of customer service through digital tools, AI, and data-driven insights. He and Alex explore how Salesforce is leading the way in enhancing customer experiences by unifying support, success, and training portals, leveraging burgeoning AI tools like Einstein, and focusing on se

Four Ways to Measure Your Digital Customer Success Program | Episode 070

Sep 17 2024 22 mins  
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 practic