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

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

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. -21 H

    From B2C to B2B: Simplicity is Key in Digital CS with Ed Powers | Episode 087

    Ed Powers, Principal Consultant at Service Excellence Partners, discusses in depth the measurable impact of digital customer success on revenue retention and long-term loyalty. He and Alex discuss lessons from B2C industries, the importance of viewing the full customer journey, and how companies can embrace constant innovation to scale effectively while avoiding common mistakes in digital CX strategies.Chapters:00:00 - Intro03:01 - Early career lessons at HP 04:01 - Transitioning from h...

    49 min
  2. Data Hygiene for Great Customer Experiences with Irwin Hipsman of Repetitos | Episode 086

    7 JANV.

    Data Hygiene for Great Customer Experiences with Irwin Hipsman of Repetitos | Episode 086

    To participate in Irwin's research project, go to https://repetitos.com/research. The first 20 respondents will get a free one-hour session with Irwin!Irwin Hipsman, Founder at Repetitos, chats with Alex about the importance of data hygiene and how tracking customer movement impacts digital customer success initiatives. The two discuss the challenges of maintaining accurate account health scores, managing segmentation errors, and fostering alignment across teams to optimize customer experienc...

    49 min

  3. 31/12/2024

    End Of Year Recap as Told by Google’s NotebookLM | Episode 085

    This episode of the DCX Podcast is brought to you by Thinkific Plus, a Customer Education platform designed to accelerate customer onboarding, streamline the customer experience and avoid employee burnout. For more information and to watch a demo, visit https://www.thinkific.com/plus/ 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 informa...

    11 min
  4. Using Google's NotebookLM to Produce a Podcast and Summarize Docs | Episode 084

    24/12/2024

    Using Google's NotebookLM to Produce a Podcast and Summarize Docs | Episode 084

    Link to this episode on YouTube: https://youtu.be/23MrFuVuMmgIn this episode, I give you an "over-the-shoulder" peek into using Google's NotebookLM to produce next week's podcast episode!That is perhaps the most surprising feature of this amazing free tool. Besides that, it's great at summarizing documents or web pages for easy consumption and can be a great resource for you to have in your digital back pocket!Chapters:00:00 - Intro07:21 - Using Google's NotebookLMShoutout to Marley Wagner an...

    28 min
  5. Airtable’s Journey to Scalable Customer Success with Alison Barrett | Episode 083

    17/12/2024

    Airtable’s Journey to Scalable Customer Success with Alison Barrett | Episode 083

    Alison Barrett, Head of Scaled Customer Success at Airtable, shares her journey from consulting at Deloitte to shaping scalable customer success strategies at fast-growing tech companies like Slack and Mixpanel. She and Alex discuss the power of ambassador programs, AI use cases in CS, and the importance of cross-functional collaboration in building impactful customer education ecosystems.Chapters:00:00 - Intro05:43 - Early career: From Deloitte to startup life06:32 - Mixpanel & the rise ...

    59 min
  6. Pro Tips for Building a Better Digital CS Program with Marley Wagner | Episode 082

    10/12/2024

    Pro Tips for Building a Better Digital CS Program with Marley Wagner | Episode 082

    Marley Wagner, a seasoned expert in marketing and customer success, joins the podcast to explore the intersection of digital customer success and cross-functional collaboration. She and Alex discuss strategies for leveraging automation, transforming QBRs, and reimagining customer engagement through data-driven digital programs, all while highlighting the critical link between marketing and CS in driving growth and retention.Chapters:00:00 - Intro03:06 - From Minnesota to Colorado 03:39 ...

    53 min
  7. Building Automations That Enhance Customer Experience with Samantha David of Monday.com | Ep. 081

    03/12/2024

    Building Automations That Enhance Customer Experience with Samantha David of Monday.com | Ep. 081

    Samantha David, a seasoned digital customer success expert, shares her journey from traditional customer service roles to pioneering digital CS strategies. She and Alex discuss the importance of automation, scaling human connection, and blending digital tools with human touchpoints to create proactive, personalized customer experiences.Chapters:00:03:36 - From New York hustle to Denver vibes 00:04:17 - Early career tales: Boston Market and Hallmark 00:06:15 - Lessons in evolution ...

    49 min
  8. Where to Find Automation Opportunities to Improve Customer AND Employee Experience | Episode 080

    26/11/2024

    Where to Find Automation Opportunities to Improve Customer AND Employee Experience | Episode 080

    This solo episode of the DCX podcast is inspired by my recent job transition into a new role leading Customer Experience at Belfry Software. As I've just recently joined, I am actively engaged in the process of uncovering the opportunities which exist for automations to be implemented. The primary goals of implementing these automations are simple:1) Find places where automation can enhance the Customer Experience2) Find areas where automation can improve the Employee Experience Chapters:01:0...

    35 min
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À propos

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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