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.
Also, congrats to Larissa and team for becoming part of the CS Angel community by securing a seed round!
Chapters:
02:12 - Larissa’s journey from tattoo artist to tech founder
09:50 - Challenges of scaling at a growing company
14:53 - Founding Joyn to solve cross-department collaboration
17:26 - R&D and customer team misalignment
21:20 - Executives and the unseen cost of simple asks
24:06 - The buffer role between teams and executives
26:17 - Joyn’s role in connecting data and bridging gaps
35:01 - Meeting customers where they work
38:51 - AI as an aggregator of business information
41:23 - Ethical AI concerns in the race to innovate
45:15 - AI becoming a cost of doing business
Enjoy! I know I sure did…
Larissa’s Linkedin: https://www.linkedin.com/in/larissa-licha-0441738b/
Joyn: https://www.joyn.one/
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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/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
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 seamless handoffs between digital and human interactions to drive proactive, personalized service.
Chapters:
00:00 - Intro
04:19 - Early career at AOL and Microsoft
07:33 - Learning from Microsoft’s transformation
10:02 - Defining digital customer success
11:38 - Enhancing self-service through data
13:55 - The importance of smooth handoff to humans
15:06 - Building unified digital experiences at Salesforce
18:45 - Success score transparency and customer insights
22:58 - AI-driven customer interactions and adoption
28:34 - Launching Einstein service agent
36:00 - Conversational future of customer service
40:03 - Voice-powered AI interactions
44:49 - B2C leading in digital customer experiences
Enjoy! I know I sure did…
Bernard's LinkedIn: https://www.linkedin.com/in/bslowey/
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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/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Monthly Scale and Digital Meetup: https://digitalsuccess.gradual.com
The Ultimate Guide to Digital CS: 4 Pillars for Success w/ Alex Turkovic & Jan Young: https://zoom.us/webinar/register/6817263533053/WN_GqOn3y7JSZWBt_YM3i87kw#/registration
In today's show...
Measuring Digital Customer Success can be an elusive thing. It necessitates borrowing from all manner of different practices in order to do it effectively.
In this solo episode, I break down four areas of focus for establishing KPIs in DCS:
- Traditional CS Metrics
- Marketing Campaign Metrics
- Program Specific Measures
- Attribution
Chapters:
- 00:00 - Intro
- 01:14 - News
- 03:04 - Measuring your Digital CS Program
- 04:28 - Traditional CS Metrics in Digital
- 06:57 - Marketing Campaign Metrics
- 08:31 - Digital CS Program Specific Metrics
- 10:44 - Attribution
- 12:09 - Examples of Measuring Attribution in DCS
- 17:04 - How do you action unengaged accounts/contacts?
- 20:18 - Recap
Enjoy! I know I sure did.
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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/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
In this episode of the Digital CX podcast, Alex Turkovic chats with Bob Mathers about personal branding on LinkedIn, the balance between human interaction and digital communication, and other strategies for customer success. They explore how storytelling, authenticity, and thoughtful use of technology can enhance customer experiences and build trust, both in professional relationships and personal brands.
Chapters:
- 04:48 - The power of selfies and personal connection
- 06:51 - Bob’s Growth Mixtape: A podcast about life, not CS
- 08:23 - Humanizing customer conversations in business
- 11:23 - Coaching hockey and finding parallels in consulting
- 13:26 - Overcoming bias in consulting and discovery
- 15:45 - The digital success sweet spot
- 18:13 - Navigating the balance of analysis and action in consulting
- 20:57 - The rise of customer portals and integrated success plans
- 23:11 - Combining digital with human for optimal onboarding
- 27:56 - Building a personal brand on LinkedIn: Tips and takeaways
- 31:42 - Bob’s content diet
Enjoy! I know I sure did…
Bob’s Linkedin: https://www.linkedin.com/in/bmathers/
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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/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Mary Caballero, hire number 1 at Champify, shares her journey in scaling customer success at an early-stage startup. The conversation delves into the challenges and strategies of driving digital-first customer engagement, the importance of responding to customer feedback, and how to effectively manage key customer relationships in a rapidly growing company.
Chapters:
00:00:00 - Intro
00:02:36 - Mary Caballero’s background and journey
00:04:58 - Balancing technical and customer roles
00:06:22 - Defining digital customer success
00:08:08 - Tools for scaling customer communication
00:10:41 - Key contacts and stakeholder departures
00:13:47 - Challenges of traditional training methods
00:15:02 - The role of personalization in customer success
00:18:29 - Leveraging NPS beyond the score
00:20:55 - Transforming detractors into champions
00:22:08 - Lessons learned in a startup environment
00:25:27 - Scaling onboarding processes
00:27:53 - Content recommendations for professional growth
00:29:36 - Integrating customer success and marketing
00:34:36 - Shoutouts and key mentors
Enjoy! I know I sure did...
Mary’s Linkedin: https://www.linkedin.com/in/mary-caballero/
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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/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
In this episode, Joydeep Sen Sarma, founder and CEO of Clearfeed, discusses the evolution of customer success in the SaaS world, emphasizing the shift from transactional support to ongoing, relationship-driven models. He also shares insights on how Clearfeed transforms Slack into a structured customer management tool, the role of AI in customer interactions, and the increasing importance of integrating natural language interfaces into product design.
Topics we discussed:
- 05:42 - The early internet and evolving tech paradigms
- 12:40 - Transitioning from transactional to subscription models
- 16:44 - Clearfeed: Transforming Slack into a help desk
- 18:39 - Customer love for real-time communication
- 22:21 - Fragmented experiences: No app, no problem
- 24:38 - Use cases beyond B2B: SMB and tertiary markets
- 30:48 - B2B learning from B2C customer engagement
- 31:13 - The role of bots and AI in customer interactions
- 41:02 - Balancing product development and customer feedback
Enjoy! I know I sure did…
Joydeep’s Linkedin: https://www.linkedin.com/in/joydeeps/
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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/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
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 management
12:17 - Revenue ownership in customer success
15:14 - Scaling customer success globally
17:01 - Digitizing renewals and the customer experience
19:25 - Job market challenges and pivots
24:39 - Breaking into digital CS: Key skills and focus
30:20 - Strategic relationships in CX and CS
33:34 - Redefining onboarding with action-based metrics
37:51 - Immersive digital experiences in B2C
Enjoy! 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/JzEe1a
Shoutouts:
- CS Collective
- Layton Chainey: https://www.linkedin.com/in/laytonchaney/
- Sue Nabeth Moore: https://www.linkedin.com/in/sue-nabeth-moore-6470905/
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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/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
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 Journey
- Data
- Automation
- Content
Chapters:
01:05 - News and Reviews
07:18 - Four Pillars of Digital CS
10:05 - Pillar 1: Customer Journey
16:05 - Pillar 2: Data & Data Cleanliness
20:41 - Pillar 3: Automation
24:28 - Pillar 4: Content
29:34 - Recap
A 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/masterclass
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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/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
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 organizations
08:07 - Analyzing customer conversations
10:23 - Identifying growth opportunities
14:32 - Human and digital go hand-in-hand
17:29 - Customer segmentation challenges
19:29 - Internal collaboration models
23:52 - CS as a strategy
25:07 - CSQL programs and challenges
30:01 - Trust issues in teams
37:14 - AI in the market
40:03 - Future of AI tools
Enjoy! I know I sure did...
Masha's LinkedIn: https://www.linkedin.com/in/mashakrol/
Glowstick: https://www.glowstick.ai/
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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.
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+++++++++++++++++
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/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
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 → SaaS
- 05:38 - Sales → Customer Success
- 10:19 - Importance of Post-Sale Revenue Growth
- 15:05 - RevSetter: The Revenue-Focused CSP
- 20:37 - Digital Tactics for Customer Onboarding
- 23:05 - User Experience: RevSetter’s Approach
- 25:14 - Modernizing CS with Flexible Tools
- 33:25 - Innovative Digital Motions in SaaS
Enjoy! 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/podcast
Shoutouts:
- Jan Young: https://www.linkedin.com/in/jan-young-cx/
- Daphne Costa Lopes: https://www.linkedin.com/in/daphnecostalopes/
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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.
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+++++++++++++++++
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/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
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 education
- 02:26 - Music and customer education
- 06:59 - Leadership lessons from Fred Rogers
- 07:59 - Brain science in sales
- 11:05 - The problem with sales handoffs
- 17:42 - Balancing micro-learning and mastery
- 19:08 - Two pillars of education strategy
- 27:18 - Challenges in measuring ROI
- 30:13 - Forrester’s findings on customer education
- 32:35 - The importance of strategic planning
- 36:59 - Defining an education qualified lead
- 40:10 - Impact of the pandemic on education
- 44:11 - Strategies for measuring impact
- 46:17 - Building relationships for data access
- 47:16 - Benefits of education moving to marketing
- 49:02 - Avoiding mistakes in education strategy
- 50:56 - The importance of reach and frequency
Enjoy! 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
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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.
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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/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
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 - Intro
00:01:18 - Rod’s Background and Path to CS
00:02:42 - Journey from Product to Customer Focus
00:03:45 - Intuit’s Customer-Centric Approach
00:04:27 - Applying Experience Design Principles
00:05:02 - Hello CCO
00:07:00 - Developing Executive-Level Skills
00:09:08 - Practical Impact of REACH Framework
00:10:29 - Importance of Marketing Playbooks
00:11:16 - Commercial Focus in CS Teams
00:13:03 - Learning from Digital Marketing
00:15:45 - Embracing Digital and AI in CS
00:16:15 - Prioritizing Accounts with Growth Potential
Enjoy! I know I sure did...
Rod's LinkedIn: https://www.linkedin.com/in/rodcherkas/
Rod's Website: https://hellocco.com
Rod's Books:
- CCO Playbook: https://amzn.to/3y44XBS
- REACH: https://amzn.to/3Wn5wAm
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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.
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+++++++++++++++++
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/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
In this solo episode, we tackle two primary topics:
- Imposter Syndrome specific to Digital CS and how to combat it
- Building Customer Health Scores without the benefit of product Telemetry
Along 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 Link
- Latest Digital CX Articles
- Everyday AI
- DCS Connect Slack Community
- Digital Customer Success book
- Health Scores without Telemetry post
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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/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
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 software
- 05:19 - Higher education and academic technologist
- 06:59 - Joining Heap and instructional design
- 10:26 - Connecting the dots in scaling functions
- 12:26 - Data management during mergers
- 15:15 - Adapting with a growth mindset
- 19:49 - Practical use of AI in the workplace
- 31:45 - Future of customer education and AI
- 39:54 - Enhancing automation with AI
Enjoy! I know I sure did...
Eric's LinkedIn: https://www.linkedin.com/in/ericmistry/
Resources:
- Meco App for collating newsletters
- Tim Ferriss Show
- Range by David Epstein
- Million Dollar Weekend by Noah Kagan
- Imaginable by Jane McGonigal
- Before the Coffee Gets Cold by Toshikazu Kawaguchi
Shoutouts:
- Joe Ryan (Customer Education Weekly)
- Shannon Howard
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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.
+++++++++++++++++
+++++++++++++++++
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/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
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 Slacks
- 07:44 - Aaron’s journey into customer success
- 12:28 - Importance of hospitality experience in CS
- 17:14 - Digital customer experience definition
- 19:33 - Leveraging data in digital strategies
- 26:50 - Rethinking the traditional QBR
- 34:37 - B2B learns from direct-to-consumer strategies
- 36:34 - Effective tools in digital CS
- 40:20 - The missing piece in customer success platforms
Enjoy! 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 Hummel
Shoutouts:
- Simon Kriss: https://www.linkedin.com/in/simonkriss/
- Percy Rose: https://www.linkedin.com/in/percyrose/
- Mickey Powell: https://www.linkedin.com/in/mickeypowell/
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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.
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+++++++++++++++++
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/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
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 managemen
05:25 - How Preetam got started in AI and data engineering
14:00 - The difference between AI and machine learning
18:10 - Some practical applications of AI in customer success
21:14 - An overview of the FunnelStory platform
24:26 - Predictive and prescriptive elements
27:46 - Product telemetry and customer insights
30:26 - Collaboration between product and customer success teams
33:11 - Innovative uses of predictive analytics in customer engagement
38:19 - Discovering hidden metrics through data analysis
39:16 - Leveraging AI and ML for pattern recognition in CS
Enjoy! 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/
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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.
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+++++++++++++++++
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/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Jay Nathan is the co-founder of GrowthCurve.io, Chief Customer Officer at Churnkey, and one of the most respected voices in the customer success community. He joins Alex as they explore Jay’s early career as a software engineer, the integration of AI with other digital tools, and navigating the economic landscape of SaaS.
Chapters:
- 00:02:28 - Introducing Jay Nathan
- 00:04:44 - A background in software engineering & web development
- 00:08:52 - Institutionalizing customer centricity
- 00:11:05 - Creating a great culture for employees
- 00:13:19 - Customer success and organizational capability
- 00:15:22 - Validating usability through customer interviews
- 00:17:26 - The ABCAI methodology
- 00:19:34 - Driving outcomes with digital
- 00:21:43 - AI in the customer success world
- 00:23:49 - Tailoring technologies for different team structures
- 00:25:54 - The changing economics of SaaS
- 00:30:13 - Human-to-human connections
- 00:32:32 - Managing the customer life cycle
- 00:34:37 - The intersection of company culture and ROI
- 00:36:40 - Automating the business development function
- 00:38:41 - Engaging with customers using marketing tricks
00:40:40 - Shout outs
Enjoy! I know I sure did...
20% off of the Cover Your SaaS course: https://growthcurve.io/products/coveryoursaas?promo=dcs
Jay's LinkedIn: https://www.linkedin.com/in/jaynathan/
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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.
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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/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
In this, my second solo episode - I wanted to spend some time trying to demystify Generative AI for CSMs and CS leaders alike. According to statistics, only 25% of CS workers utilize AI in the workplace on a regular basis, which I think is WAY too low - especially considering how stretched thin most CSMs really are.
So - in this episode, we focus on proper prompting, a few tools that exist out there and a plethora of use-cases for you to dig into:
0:00:00 - Introduction
0:03:55 - Topic introduction. Why GenAI for CSMs
0:08:42 - Why prompting is a fundamental skill to have
0:09:36 - Using the RISEN framework for prompting
0:11:31 - Taking care with proprietary and sensitive information when using Gen AI
0:19:58 - Why it’s a bad idea to just copy and send, without proofreading and personalizing
0:23:01 - Utilizing ChatGPTs memory feature to prevent having to copy/paste your prompts
0:23:55 - Teaching ChatGPT on my tone of voice
0:26:19 - Chaining prompts
0:27:55 - Integrating this into your daily workflow
0:30:21 - ChatGPT vs. Perplexity vs. Google
0:32:42 - Perplexity research use cases for CSMs
0:36:30 - The proliferation of new tools
0:37:19 - AgentCopilot & HeyGen create personalized video for your contacts at scale
0:39:45 - Ariglad analyzes support tickets to create and update knowledge base articles
0:40:48 - Malik automates the creation of decks using your data and insights
0:41:55 - Outro
One link discussed in the show is the DCS Tech Stack on the website: https://digitalcustomersuccess.com/tech-stack/
Enjoy!
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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/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Josh Schachter is the Founder and CEO of UpdateAI, the conversation intelligence tool built specifically for the customer success profession. He sits down with Alex to talk product management, the unorthodox genesis of UpdateAI, and, of course, artificial intelligence itself.
- 00:00 - Introduction
- 02:50 - Josh's background in product management
- 05:17 - Joining Idea Lab and finding inspiration
- 07:52 - How UpdateAI got its name
- 10:25 - A different perspective as a product manager
- 13:02 - Commercialization and expansion of a product
- 15:51 - The value of customer insights
- 18:24 - Snackable & actionable insights for different stakeholders
- 23:17 - The future of artificial intelligence in the industry
- 28:50 - Human interaction in digital
- 31:37 - Robots on the front line in technical support
- 34:27 - The power of Chat GPT as a CSM
- 37:04 - Future plans for UpdateAI
- 39:41 - Shoutouts
- Kristi Faltorusso
- Jon Johnson
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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.
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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/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Matik's Scale + CS Virtual Conference: https://bit.ly/scalecs-aturkovic
In this special edition, Alex sits down with Stijn "Stino" Smet, Head of Customer Success at Whale.io, the host of *two* customer success podcasts, and all-around loose cannon. He joins Alex (in his studio!) for a very special joint episode of their podcasts to discuss career journeys, getting started with a digital practice, and more.
The “more”:
00:00 - Where to start with digital
03:35 - Your First Digital CS Experience
07:12 - The Core of a True Digital Team
10:44 - Meeting an “Idol”
14:15 - Transitioning to Digital Customer Experience
18:03 - Quick Wins in Digital CS
21:28 - Being Ahead of the Curve with Digital Customer Success
25:11 - Stino’s Famous Playbook
28:38 - Achieving Revenue Growth
32:14 - “Light” Success Services
35:40 - Creating and Tracking Campaign Metrics
39:04 - Reviewing and Iterating on Strategies
42:36 - The Sweet Spot
49:48 - Laser beams and confetti
53:40 - Shout Outs
Enjoy! I know I sure did...
Stino's LinkedIn: https://www.linkedin.com/in/stijn-smet-%F0%9F%90%B3-330435a9/
Shoutouts:
- Kristi Faltorusso: https://www.linkedin.com/in/kristiserrano/
- Erika Villareal: https://www.linkedin.com/in/erivillarreal/
- Anika Zubair: https://www.linkedin.com/in/anikazubair/
- Diana de Jesus: https://www.linkedin.com/in/dianadejesus/
- Dillon Young: https://www.linkedin.com/in/dillonryoung/
- Prashanth Jothi: https://www.linkedin.com/in/prashanthjothi/
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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.
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+++++++++++++++++
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/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Link to Matik's Scale + CS Virtual Conference: https://bit.ly/scalecs-aturkovic.
Today, I'm joined by Jeff Heckler - a CS veteran with a lot of wisdom to share around the state of the industry, the AI tools with the most promise, and Slack overwhelm.
In this episode, we cover a wide variety of topics, including:
- 00:00:00 - Welcome To The Digital Customer Experience Podcast
- 00:01:31 - Join The Matik Conference, Earn A $20 Uber Eats Gift Card Giveaway
- 00:02:56 - Introduction
- 00:04:21 - Leaving Business Intelligence & Falling Into Software
- 00:10:17 - Digital Customer Success Since Covid-19
- 00:11:43 - The Rise Of QR Code
- 00:13:19 - Contraction In Headcounts And Budgets
- 00:14:51 - The Economics Of AI And Tech’s Current Struggles In Today’s Economy
- 00:16:26 - The Most Prominent Digital Trends In CS
- 00:19:36 - Leveraging Ai Chat Bots For Support Ticket Deflection, Among Other Things
- 00:20:58 - Communication Overload And Digital Emotions
- 00:22:29 - Optimizing Digital Workflows And Tools
- 00:23:58 - The Stickiness Of Tools
- 00:25:34 - Learning From Mistakes And Cross-Functional Allegiances
- 00:27:05 - Setting Up A Cadence For Product Sales Marketing Support
- 00:28:20 - Shifting Mindset For Customer Success Managers
- 00:29:36 - The Importance Of Cross Collaboration
- 00:31:01 - Shout Out To Dickey Singh And Cast.App
Enjoy! I know I sure did...
Jeff's LinkedIn: https://www.linkedin.com/in/jeffheckler/
Shoutouts:
- Irit Eizips: https://www.linkedin.com/in/eizips/
- Dickey Singh of Cast.app: https://www.linkedin.com/in/dickey/
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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.
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+++++++++++++++++
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/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Jenelle Friday of Forecastable and the Customer Success Collective’s “CS Leader of the Year” for 2023 is someone who is easily liked. She's hyper-in tune with what makes people tick, and is even the author of her own framework on emotional intelligence in customer success.
In this wonderful chat, we talk about:
00:00 - Caring for your customers
02:27 - Being Authentic in Customer Success
04:41 - A Journey to Customer Success and Emotional Intelligence
06:53 - The Importance of Being Human in Business Relationships
09:11 - Being True to Yourself in Business
11:19 - Acknowledging Fears and Embracing Imperfection
13:29 - Emotional Intelligence and Self-Awareness in Customer Success
15:37 - The Importance of Work in Relationships
17:42 - The Importance of Human Interaction
20:11 - Elevator Pitch for Digital Customer Success
22:25 - The Importance of Emotional Intelligence in Digital Communications
24:39 - Using Emotional Intelligence for Customer Engagement
26:47 - The Importance of Social Awareness in Decision-Making Process
29:06 - Cultural Differences in Customer Success
31:21 - Building a Customer Community
33:33 - Coordinating Communication Across Departments
35:42 - Understanding the Customer Perspective
38:01 - Living Boldly and Courageously
40:26 - Developing Soft Skills in Business
42:27 - Fostering Emotional Intelligence in the Workplace
44:51 - The Importance of Emotional Intelligence in Digital Customer Success
46:54 - Book Recommendations and Finding Normalcy
49:04 - Soft Skill Development and Giving Back to the Community
Enjoy! I know I sure did...
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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.
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+++++++++++++++++
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/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
As we pop the champagne on our 50th show, a heartfelt thank you is in order for every listener & guest who's joined me on this wild ride through the evolving world of digital customer interactions. It's a transformational moment for the show as we shift from focusing on 'Digital Customer Success' to encompassing the broader 'Digital Customer Experience', ensuring we capture the essence of every digital touchpoint. As such, we are changing the name of the show to 'The Digital Customer Experience Podcast'!
In this episode, I'm going through and answering some of the most frequently asked questions that I get on a regular basis, which leads to the following topics:
- 00:47 - New Podcast Name Announcement
- 06:34 - What is Digital Customer Success
- 07:38 - Digital vs. Scaled
- 09:49 - Where to start with Digital Customer Success
- 11:52 - Commonly overlooked vehicles for digital motions
- 13:13 - Building health scores without product telemetry
- 14:31 - Identifying user personas based on their activity within your resource
- 15:05 - SaaS economics and how they impact the proliferation of digital
- 18:43 - Measuring the success of digital CS
- 21:54 - Team structure for digital cs
- 26:54 - Technology recommendations
- 30:45 - Outro & Thank you!
A couple of links from the show:
- Website & Newsletter signup: https://digitalcustomersuccess.com
- Digital CS Definition Word Map: https://digitalcustomersuccess.com/digital-cs-word-map/
- DCS Tech Stack: https://digitalcustomersuccess.com/tech-stack/
- Cover Your SaaS Course by Jeff Bruensbach & Jay Nathan: https://growthcurve.io/cover-your-saas
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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/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Kari Ardalan of Qualtrics is a staple in the CS community and has been leading scaled motions for YEARS - which is sometime that not a lot of people can say. She also sits on Gainsight's Digital Advisory Board - so yeah, she's qualified to talk about this stuff. :-)
In this fantastic conversation, we talk about:
- Building digital first with humans coming in off of the back of those motions
- The evolution of ‘scaled’ from just email and outbound events to a push to come inbound
- Building one place portal where customers can go for everything and where CSMs can interact with their customers
- How Digital is structured at Qualtrics across various departments
- Internal cross-collaboration on digital motions
- What to look out for in a digital leader - specifically cross-collaboration and a varied background
- Focusing on Support deflection metrics and areas to automate
- Other interesting metrics in use at Qualtrics: % CTAs launched, penetration rate of closed success CTAs (conversation), Monthly Active Users, Monthly Active Customers, Flow Completion, % of Renewals Not Assisted by Humans
- Balancing being tactical and strategic as a leader
- Using special interests among the team to drive career growth and creativity - including Hackathons
- Cool examples of digital motions including customer-facing scorecards, micro-learning, AI and self-serve portals.
- AI bot & recommendation engine implementation at Qualtrics
- Letting data tell you who the customer personas are
- The dependency on operations work streams to get things done
Enjoy! I sure did...
Kari's LinkedIn: https://www.linkedin.com/in/kariardalan/
Link to Kari's post about the qualities of a Digital CS Leader: https://www.linkedin.com/posts/kariardalan_digitalsuccess-leadership-recruitment-activity-7175101395631570944-qujn?utm_source=share&utm_medium=member_desktop
Shoutouts:
- Delores Cooper (Zendesk): https://www.linkedin.com/in/delorescooper/
- Austin Kwon (LinkedIn): https://www.linkedin.com/in/austinkwon/
- Kelly Bray (MongoDB): https://www.linkedin.com/in/kelly-bray-1684166/
- Rimple Patel (Eightfold): https://www.linkedin.com/in/rimpledpatel/
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+++++++++++++++++
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/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Christine Raby, Founder of DeliverDelight, brings the heat in this episode where we cover off a very wide range of topics - some CS related and some non-CS related. Christine's background is absolutely fascinating and I've been a fan of her presence both on LinkedIn and TikTok for quite some time now.
This episode is full of practical examples and advice for both ICs and leaders alike as we talked about:
- How CS is now experiencing similar maturation to what marketing experienced a decade+ ago
- Leaders need to be super focused on the benchmarks and metrics vs. how they ‘feel’ things are going
- The opinions of whether CS should own revenue or not is completely irrelevant as the goals are similar, the team should be united and therefore measured (and compensated) on the same/or similar metrics
- Hyper-personalization together with client success stories is a powerful combination for New Logos and expansion alike (N&E)
- Test your "ways of working" in an unscalable manner first and then figure out how to automate & scale it up
- AI is a tool - not a replacement for you role - it needs to be leveraged in order to help you get out of reactive mode and into proactively growing your account
- Current state of startup economics and how that relates to Customer Success within these businesses
- The trend towards de-centralizing CS into a strategy instead of just an org
- Taking lessons from B2C
- Transitioning PS from a cost center to a revenue center
- Equality and Equity in the workplace
Like I said, a wide variety of topics. Enjoy! I know I sure did...
Christine's LinkedIn: https://www.linkedin.com/in/christineraby/
DeliverDelight: https://www.deliverdelight.xyz/
Shoutouts:
- Sara Roberts (Bayview Talent): https://www.linkedin.com/in/saralynneroberts/
- Jess Osborne (GoCardless): https://www.linkedin.com/in/jessicareserosborn/
- Diana De Jesus (The Customer Success Project): https://www.linkedin.com/in/dianadejesus/
- How to Break Into Tech: https://howtobreakintotech.com/
- by Charlotte Chaze: https://www.linkedin.com/in/charlottechaze/
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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/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
Tattoos to Tech: Larissa Licha’s Mission to Bridge R&D and CS as CEO of Joyn | Episode 072
54:42
Inside Salesforce: Driving Customer Value with AI & Automation with Bernard Slowey, VP of Digital CS | Episode 071
54:19
Four Ways to Measure Your Digital Customer Success Program | Episode 070
21:43
Humanizing Digital CS and Personal Branding with Bob Mathers | Episode 069
37:02
Scale & Digital at Early Stage Startups w/ Mary Caballero | Episode 068
37:17
Transforming Slack into a Customer Support Hub with Joydeep Sen Sarma, CEO of Clearfeed.ai | Episode 067
53:35
Career Growth in Digital Customer Success with Jess Osborn of GoCardless | Episode 066
45:59
The Four Pillars of Digital Customer Success | Episode 065
28:16
AI Tooling to Drive Growth & Break Down Silos with Masha Krol of Glowstick | Episode 064
49:49
Modern Post-Sale Revenue Growth with Haydar Al-Saad of Revsetter | Episode 063
41:50
Customer Education for Revenue Growth with Greg Rose of Intellum | Episode 062
58:17
Future Proof Your Teams and Career with Rod Cherkas of HelloCCO | Episode 061
49:59
Digital Musings: Measuring Customer Health Without Telemetry and Combatting Imposter Syndrome | Episode 060
29:40
Transformative Digital Experiences through AI and Customer Education with Eric Mistry of Contentsquare | Episode 059
47:41
Hospitality, Drawing from B2C and Rethinking the QBR with Aaron Thompson of SuccessCOACHING | Episode 058
45:14
AI-Powered Customer Success & Predictive Analytics with Arun Balakrishnan and Preetam Jinka of FunnelStory | Episode 057
50:25
SaaS Economics & Driving Customer Outcomes Digitally with Jay Nathan | Episode 056
43:37
The Generative AI Primer for CSMs | Episode 055
43:50
AI Insights to Power Your Business with Josh Schachter of Update AI | Episode 054
42:28
"Your First" Digital Customer Success Motions with Stijn "Stino" Smet of Whale | Episode 053
57:54
State of the Industry and Promise of AI with Jeff Heckler | Episode 052
34:17
Emotional Intelligence in Digital and Treating Customers Like Humans with Jenelle Friday | Episode 051
51:13
Celebrating 50 Episodes: Your Digital Customer Experience Questions Answered | Episode 050
32:15
Customer Engagement with AI and Self-Service Strategies with Kari Ardalan of Qualtrics | Episode 049
40:11
The Impact of SaaS Economics on CS (Plus Much More!) with Christine Raby | Episode 048
58:20