The Digital Customer Experience Podcast 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 Announcement06:34 - What is Digital Customer Success07:38 - Digital vs. Scaled09:49 - Where to start with Digital Customer Success11:52 - Commonly overlooked vehicles for digital motions13:13 - Building health scores without product telemetry14:31 - Identifying user personas based on their activity within your resource15:05 - SaaS economics and how they impact the proliferation of digital18:43 - Measuring the success of digital CS21:54 - Team structure for digital cs26:54 - Technology recommendations30:45 - Outro & Thank you!A couple of links from the show:
Website & Newsletter signup: https://digitalcustomersuccess.comDigital 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-saasSupport the Show.
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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 motionsThe evolution of ‘scaled’ from just email and outbound events to a push to come inboundBuilding one place portal where customers can go for everything and where CSMs can interact with their customersHow Digital is structured at Qualtrics across various departmentsInternal cross-collaboration on digital motionsWhat to look out for in a digital leader - specifically cross-collaboration and a varied backgroundFocusing on Support deflection metrics and areas to automateOther 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 leaderUsing special interests among the team to drive career growth and creativity - including HackathonsCool 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 areThe dependency on operations work streams to get things doneEnjoy! 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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Support the Show.
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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+ agoLeaders need to be super focused on the benchmarks and metrics vs. how they ‘feel’ things are goingThe 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 metricsHyper-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 upAI 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 accountCurrent state of startup economics and how that relates to Customer Success within these businessesThe trend towards de-centralizing CS into a strategy instead of just an orgTaking lessons from B2CTransitioning PS from a cost center to a revenue centerEquality and Equity in the workplaceLike 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/+++++++++++++++++
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/dcsp

Thank you for all of your support!

The Digital Customer Success Podcast is hosted by Alex Turkovic

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 where certification and degree programs have enabled college grads an entry into the fieldDigital motions should support the work of humans in CSImplementing too much digital without touchpoints along the way can actually have negative customer implicationsIdentifying risk in customers who are disengaging with digital programsOver-use of email via redundancy and simultaneous emails from multiple organizationsThe use of avatars in digital for communications to make things more fun when appropriateProtecting revenue and expansion via process automations to flag risk early before renewal and even close it earlyA few examples of great digital motions and practical advice around designing themDesigning digital-first motions with client outcomes & a customer journey front and centerLoads of great info in this one. Enjoy! I know I sure did...

Irit's LinkedIn: https://www.linkedin.com/in/eizips/
CSM Practice: https://www.csmpractice.com/
CSM Practice YouTube Channel: https://www.youtube.com/c/CSMPractice

Resources:
Seven Pillars of Customer Success by Wayne McCulloch: https://amzn.to/3TLXYogCCO Playbook by Rod Cherkas: https://amzn.to/3TLXYogOnboarding Matters by Donna Webber: https://amzn.to/3TRk9cuShoutout:
Yair Bortinger: https://www.linkedin.com/in/yair-bortinger/Yair's episode on CSM Practice Podcast: https://www.youtube.com/watch?v=4pwj634-qu0+++++++++++++++++
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/dcsp

Thank you for all of your support!

The Digital Customer Success Podcast is hosted by Alex Turkovic

Maarten & Michiel Doornenbal are not only brothers, but also co-founders of Churned! They join me this week for a fantastic conversation about the platform they've built, AI, scorecards and more! 

Unfortunately, my audio/video didn't record - so you'll here me narrating the episode - but it's kind of fun to switch formats up here an there. 

In the episode, we talk about:
Their history as brothers and how they work together as co-founders todayHistory of Churned and what they doUsing machine learning models instead of rules-based scorecards to create health scoring and to predict customer churnPart of the role of a CSP is to highlight were data cleanliness issues existVerifying your churn risk alerts by back-testing the data against historical churned customersPersonalization based on user-personasAI is not just Gen AI. The future of AI in CS combines predictive, descriptive and generative models  to auto generate content to free up time for CSMs.What the human involvement will look like with these future AI modelsEnjoy! I know I sure did!

Maarten's LinkedIn: https://www.linkedin.com/in/maartendoornenbal/
Michiel's LinkedIn: https://www.linkedin.com/in/michiel-doornenbal-98710067/
Churned: https://churned.io

Resources Mentioned:
The Big Exit Show Podcast: https://peak.capital/the-big-exit-show-podcast/Customer Success Snack Community: https://customersuccesssnack.com/Customer Success Connect: https://www.linkedin.com/company/cs-connect/Outliers by Malcolm Gladwell: https://amzn.to/3VN2cP7Scaling Up Podcast: https://open.spotify.com/show/394xlIBALeAPMEeq1EvJPt++++++++++++++++++
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/dcsp

Thank you for all of your support!

The Digital Customer Success Podcast is hosted by Alex Turkovic

Invariably, when you speak to someone in CS about Rob Zambito, the first comment that almost always comes back is, "He's a good guy".  ...and I couldn't agree more.

I wouldn't say that I've known Rob for a very long - but the time we've spent both on Zoom and in-person has always been extremely high-quality, funny, impactful, personal and full of great questions.

This is the same approach Rob takes with all of his clients at Success Scaled, where he advises seed to B-series companies on CS strategies. He asks A LOT of questions and puts together a good picture of current-state before digging into solutioning.

This is also what makes him a phenomenal guest for this episode of the show because he has seen A LOT of stuff work - and a lot of stuff not work!

In this episode, we talk about:
How his background in ‘consumer psychology’ has helped him in his CS venturesThe parallels between the hospitality/service industry and being a CSMUsing the ‘lunch break test’ to help identify what should and can be automatedCS teams, if structured correctly can and should be catch-allCSMs should know about any interaction their customers have with the company - tickets, ideas submissions, community events, course completions, etc.Part of the digital remit should be focused on providing CSMs with easy access to customer data & telemetry for use in engaging their accountsOnboarding is an amazing first place to focus on digitizing as it is the most formative stage of the journeyRob’s approach to providing guidance and feedback to his clients in a productive mannerSuccessful onboarding will have customers ready to expand immediatelyApproach your daily routine from the standpoint of scaling and making your everyday more efficientDon’t wait for leadership to design your own efficiencies as an ICSetting aside an hour per day to hone in on work that is meaningful to youIncorporate celebration into your digital flowsLeveraging user data to really figure out the opportunities that exist within a customerSet the right expectations early when implementing digital motionsDon’t build a community until it starts to build itself.  Communities can swing wildly between ‘crickets’ and ‘group think’, so building them must be done so cautiouslyRob's LinkedIn

Podcasts:
30 Minutes to President's ClubRevenue BuildersEconomics of Everyday ThingsShoutouts:
Ryan JohansenMickey PowellLauren 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/dcsp

Thank you for all of your support!

The Digital Customer Success Podcast is hosted by Alex Turkovic