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

Alex Turkovic
  • 5.0 (16)
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  • UPDATED WEEKLY
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I. Podcast

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. Humanizing Digital CS and Personal Branding with Bob Mathers | Episode 069

    1 DAY AGO

    Humanizing Digital CS and Personal Branding with Bob Mathers | Episode 069

    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 connection06:51 - Bob’s Growth Mixtape...

    40 min
  2. Scale & Digital at Early Stage Startups w/ Mary Caballero | Episode 068

    SEP 3

    Scale & Digital at Early Stage Startups w/ Mary Caballero | Episode 068

    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 - Intro00:02:36 - Mary Caballero’s background and journey00:04:58 - Balancing technical and customer roles00:06:22 - Def...

    41 min
  3. Transforming Slack into a Customer Support Hub with Joydeep Sen Sarma, CEO of Clearfeed.ai | Episode 067

    AUG 27

    Transforming Slack into a Customer Support Hub with Joydeep Sen Sarma, CEO of Clearfeed.ai | Episode 067

    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 inter...

    54 min
  4. Career Growth in Digital Customer Success with Jess Osborn of GoCardless | Episode 066

    AUG 20

    Career Growth in Digital Customer Success with Jess Osborn of GoCardless | Episode 066

    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 s...

    49 min
  5. The Four Pillars of Digital Customer Success | Episode 065

    AUG 13

    The Four Pillars of Digital Customer Success | Episode 065

    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 JourneyDataAutomationContentChapters:01:05 - News and Reviews07:18 - Four Pillars of Digital CS10:05 - Pillar 1: Customer Journey16:05 - Pillar 2: Data & Data Cleanliness20:41 - Pillar 3: Automat...

    32 min
  6. AI Tooling to Drive Growth & Break Down Silos with Masha Krol of Glowstick | Episode 064

    AUG 6

    AI Tooling to Drive Growth & Break Down Silos with Masha Krol of Glowstick | Episode 064

    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:06:1...

    53 min
  7. Modern Post-Sale Revenue Growth with Haydar Al-Saad of Revsetter | Episode 063

    JUL 28

    Modern Post-Sale Revenue Growth with Haydar Al-Saad of Revsetter | Episode 063

    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 → SaaS05:38 - Sales → Customer Success10:19 - Importance of...

    45 min
  8. Customer Education for Revenue Growth with Greg Rose of Intellum | Episode 062

    JUL 23

    Customer Education for Revenue Growth with Greg Rose of Intellum | Episode 062

    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 R...

    1h 2m
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5
out of 5
16 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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