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

Alex Turkovic
  • 5.0 (20)
  • CAREERS
  • UPDATED WEEKLY

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 

  1. Beyond the Job Description: Career Growth in Digital CS with Stephanie Blair | Episode 101 | Episode 101

    FEB 10

    Beyond the Job Description: Career Growth in Digital CS with Stephanie Blair | Episode 101 | Episode 101

    Today I’m joined by Stephanie Blair, Founder of Know & Flourish (https://knowandflourish.com/), for a practical conversation on digital career growth in Customer Success. We dig into how to build a career identity (not just a title), why experimentation matters, and how to expand your lane without burning out. You’ll hear a real-world example from my team of turning a scrappy spreadsheet into a lightweight web tool, and what that kind of initiative can do for your brand inside the business. We also talk about the shift in CS org design: the rise of digital program managers, AI-assisted workflows, and yes - why human, IRL moments still win renewals.  If you’re exploring a pivot into CS (from sales/marketing/product) or within CS (service → expansion, or IC → leader), Stephanie breaks down how to translate your skills, control your narrative, and interview like a peer. Housekeeping: I’ll be co-chairing the CS Summit in Austin later this month, and the Digital CX Masterclass is coming soon join the waitlist at https://DigitalCustomerSuccess.com/Masterclass to be first in line. 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 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com

    40 min
  2. Retention Is Existential: Gainsight’s New CEO Chuck Ganapathi on RaaS, AI Agents & the 80/20 Trap | Episode 100

    11/04/2025

    Retention Is Existential: Gainsight’s New CEO Chuck Ganapathi on RaaS, AI Agents & the 80/20 Trap | Episode 100

    Welcome to episode 100! I’m joined by Chuck Ganapathi, Gainsight’s new CEO, for a wide-ranging, candid conversation about where customer success is headed and what leaders should do right now. We start with Chuck’s career through four platform eras: mainframe to client/server to cloud to AI - and how those shifts shape strategy. He shares the little-known origin story of “Customer Success” at Salesforce, Gainsight’s early days, and why integrations (Salesforce, SAP CX, Microsoft Dynamics) are never “done”—they’re living systems that demand clean data and constant tuning. Then we dig into Chuck’s concept of Retention-as-a-Service. In a world where retention is existential, the 80/20 mindset breaks. Every dollar matters, which means every customer matters. We talk agentic AI (augmentation vs autonomy), how a “renewal agent” can cover the long tail, and why the magic is orchestration—letting agents handle the repeatable while humans lean into judgment, relationships, and value. We close with practical automation stories, a few resources Chuck follows, and a reminder that the human-to-human piece isn’t going anywhere. Links in Today's Episode: Ethan Mollik: One Useful ThingSaanya OjhaJamin Ball: Clouded JudgementAndrej Karpathy on the Dwarkesh Podcast: AGI is still a decade away 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 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com

    56 min
  3. Voice to Value: I Used ChatGPT Voice to Help Build an Automation | Episode 099

    10/07/2025

    Voice to Value: I Used ChatGPT Voice to Help Build an Automation | Episode 099

    In Episode 99, I do something a little different: I take you behind the scenes as I use ChatGPT in voice mode to design a real automation from start to finish. The goal? Build an internal chatbot for product and engineering that’s trained on CX call transcripts stored in Gong, so teams can ask targeted questions (“What’s frustrating customers in Module X?”) and get instant, concise answers with deep links back to the exact call moments. You’ll hear how I frame the problem, push the model to avoid hallucinations, and pick a stack that balances speed, privacy, and scale: Gong → Airtable as the searchable store → a Zapier-hosted chatbot for querying. We also cover transcript hygiene (auto-removing small talk and personal details), vendor privacy considerations, and a simple habit hack: having AI remind you later to actually implement the ideas you generated while walking the dog. I’ll link the step-by-step PDF I asked ChatGPT to generate in the show notes so you can follow along and adapt it to your environment. If this sparks ideas for your own digital CX programs, follow/subscribe and drop a review—it really helps more practitioners find the show. 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 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com

    21 min
  4. Director vs Doer: Staying Relevant and Thriving in the A.I. Era | Episode 098

    09/30/2025

    Director vs Doer: Staying Relevant and Thriving in the A.I. Era | Episode 098

    In this episode, we dig into a shift I think is non-negotiable in today’s AI-first world: you must become the director, not the doer. Inspired by Dan Martell’s framework, we explore how AI should handle the execution — while you define the outcome, set constraints, and bring the human edge. I introduce the three pillars that separate average from exceptional direction: Vision, Taste & Care. You’ll hear how I use them in real-world workflows, the traps I fell into trying to do everything myself, and a few tactical moves (prompts, boundaries, feedback loops) that helped me step up. If you feel like you’re driving but still stuck doing all the work — this one’s for you. 👉 Hit follow/subscribe so you don’t miss future episodes, and if this one lands, leave a review or drop me a line. 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 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com

    15 min
  5. Unreasonable Hospitality & Magic Customer Moments at Scale | Episode 097

    09/23/2025

    Unreasonable Hospitality & Magic Customer Moments at Scale | Episode 097

    I'm BAAAACK!!! It's been a few months - but I've been wanting to start posting again - so here we go! Going to change things up a little bit and create more shorter episodes and sharing my direct experiences a bit more. Still going to share some interviews here and there - but I have a lot of practical/tactical stuff on the topic of Digital CX that I want to share.  In this one, we talk about how to scale magic customer moments - inspired by the book Unreasonable Hospitality by Will Guidara: https://amzn.to/4pGAwIc Chapters: 03:03 - New Format and Exciting Projects 05:33 - Unreasonable Hospitality and Memorable Moments 08:00 - Creating Exceptional Experiences at Scale 12:00 - Using AI to Enhance Human Connection 15:33 - Closing Thoughts and Future Plans 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 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com

    16 min
  6. The Art of Collaboration in Digital CS with Holly Goodliffe | Episode 096

    04/08/2025

    The Art of Collaboration in Digital CS with Holly Goodliffe | Episode 096

    Digital CS consultant Holly Goodliffe joins the Digital CX podcast to share her journey from the nonprofit world to tech leadership and discuss the evolving role of digital CS in complex, stakeholder-rich environments. She and Alex explore how simplifying digital engagement, deploying timely CTAs, and adopting a Scrum mindset can empower teams to drive smarter, scalable customer experiences. Chapters: Complexity, stakeholders, and collaboration  Navigating toes and turf wars  Building trust through shared strategy  Key traits of successful digital leaders  What Holly’s clients are asking for now  Digital doesn’t have to be daunting  Spotify Wrapped vibes for B2B  The data dilemma and simple starts  Omnichannel kindergarten vs. strategy  The art of simple, timely CTAs  Scrum mindset for digital execution  Staying smart with content and courage  Enjoy! I know I sure did… Holly's Linkedin: https://www.linkedin.com/in/hollygoodliffe/ 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 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com

    36 min
  7. Start Where You Are: Small Steps to Success with Justin Neal | Episode 95

    03/18/2025

    Start Where You Are: Small Steps to Success with Justin Neal | Episode 95

    Justin Neal, a digital customer success expert with a long pedigree in operations, joins the show to break down the fundamentals of digital CS, the power of operational alignment, and how teams can drive impact with limited resources. He and Alex discuss starting small with automation, the key to a successful first 30 days in CS, and standout examples of digital excellence in action. Chapters: 00:00 - Intro03:11 - From sales to digital CS mastery  05:00 - Startup vs. enterprise: learning the ropes  06:13 - Consulting, Broadcom, and new ventures  08:08 - Digital CS explained in simple terms  10:30 - Ops and digital: a powerful partnership  14:43 - Doing more with less in CS  19:39 - Start small: digital CS doesn’t need perfection  21:05 - Nailing the first 30 days of CS  23:52 - Seeing digital excellence in the wild  Enjoy! I know I sure did… Justin's Linkedin: https://www.linkedin.com/in/justintneal/ 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 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com

    33 min
  8. Turning Written Customer Feedback into Meaningful Action for Your Brand | Episode 094

    03/04/2025

    Turning Written Customer Feedback into Meaningful Action for Your Brand | Episode 094

    Are you leveraging customer feedback for growth and improvement? In this episode of the Digital CX Podcast, we explore how to transform customer feedback into actionable insights. We discuss the importance of responding to written feedback, especially in the realm of NPS surveys, where qualitative insights can reveal more than numeric scores ever could.  Chapters: 00:00 - Intro 01:58 - Responding to survey responses in a meaningful way 03:39 - The written feedback is the gold 04:25 - Ideas for responding to written feedback 07:32 - Exec vs. User NPS 09:48 - What good looks like 13:15 - It’s operationally difficult, but worth it 14:33 - Actually responding to your survey respondents can differentiate you 14:56 - Responding creates return respondents  Enjoy! I know I sure did... 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 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com

    19 min
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5
out of 5
20 Ratings

About

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 

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