The Digital Customer Experience Podcast 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 Podcast00:01:31 - Join The Matik Conference, Earn A $20 Uber Eats Gift Card Giveaway00:02:56 - Introduction00:04:21 - Leaving Busine...

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 customers02:27 - Being Authentic in Customer Success04:41 - A Journey to Customer Success and Emotional Intelligence06:53 - The Importance of Being Human in...

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 Expe...

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 motionsThe evolution of ‘scaled’ from just email and outbound events to a push to come inboundBuilding one place po...

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+...

Irit Eizips has been in and around CS for a long time. From being in on the ground floor at Gainsight to running her very successful consultancy, she has been a staple in the CS community and consistently produces fantastic content that we all benefit from! In this episode, we get into: Irit’s days at the early-stage Gainsight and the culture of startupsHer home in consulting (CSM Practice) vs. being a full time employeeBeing part of CS from the ground floorThe advancement of CS to ...