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Uh-oh! Pim Pim can't find his mum on Mother's Day!

Erin's garden day turns into a wild tunnel adventure when a curious gopher pops up to say hello!

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/ Thank you to our sponsor, QueryPal!QueryPal is an incredible platform for support leaders who want to optimize their operations! 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/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

In this episode of the Elevate Education Podcast, Jason Firestone sits down with Matt Mervis, Director of AI Strategy, and Dr. Elizabeth Rowley, Director of Research and Innovation at Skills 21, to discuss how AI is reshaping K-12 education. From enhancing personalized learning experiences to fostering critical thinking through project-based learning, they explore the transformative power of combining AI tools with student-driven projects. Learn how AI is supporting students in overcoming learning roadblocks, fueling creativity, and offering real-world applications that make learning more relevant. This conversation dives into the potential of AI to complement and amplify the hands-on, inquiry-based education that prepares students for the future. Tune in for insights on how schools can integrate AI into classrooms, along with practical tips on prompting and using AI ethically to support students' growth and creativity. Resources from this episode: Skills 21 Website – For more information about their work in project-based learning and AI integration in schools: Skills 21 Skills 21's AI Prompt Library – A collection of resources for educators to utilize AI in classrooms, including sample prompts for creating rubrics, lesson plans, and more: Skills 21 AI Prompts ChatEdu Podcast – A podcast by the Skills 21 team where they explore AI and its applications in education: ChatEdu Podcast AI Vision and Voice Tools – Exploration of tools like AI Vision (e.g., Google Gemini and Microsoft Copilot) and AI Voice for interactive learning:

In this engaging conversation, Dr. Haley Perlus and I dive into the powerful world of sports psychology and its transformative techniques that can be applied to everyday life. Dr. Haley Perlus, an acclaimed sports psychologist, shares her expertise on overcoming mental blocks, optimising performance under pressure, and maintaining focus—insights that are valuable not only for athletes but for anyone looking to enhance their personal and professional lives. What You'll Learn: Embracing Pressure: Understand how pressure and stress can be harnessed as performance enhancers in both sports and business. Mental Blocks: Discover the most common mental blocks experienced by athletes and how these can be overcome with practical tools and environmental changes. Focus and Attention: Learn about attentional control and how maintaining focus can lead to peak performance. Routines and Recovery: Explore the importance of pre-performance routines and post-performance debriefs as essential components for sustained success. Resilience: Gain insights into bouncing back from failure and setbacks with resilience training and acceptance of imperfection. Key Takeaways: Pressure as a Privilege: Pressure can be a sign of self-belief and alignment with your values; learn to see it as an opportunity for growth. Mental Toolbox: Equip yourself with practical psychological tools such as visualisation, symbolic imagery, and controlled breathing to manage stress and optimise performance. Process Over Outcome: Focus on the process rather than the outcome. This shift in focus prevents distraction and allows for greater success and fulfillment. Attention Training: Deliberately train your attention to improve focus amidst distractions, strengthening your ability to concentrate effectively. Resilience and Recovery: Accept failure as a part of the journey and strive to become the best at recovering quickly and effectively from setbacks. Resources: Book: Personal Podium by Dr. Haley Perlus offers valuable strategies for building a mental toolbox and effectively applying sports psychology techniques to daily life. Visit Dr. Haley Perlus' Website: For masterclasses, articles, and coaching opportunities. Support and Share: If you found this episode valuable, consider subscribing, rating, and leaving a review on your preferred podcast platform. Your support helps us reach more people with important conversations like this one. Share this episode with someone who can benefit from a renewed perspective on health, parenting, or emotional resilience. Join the conversation and help spread awareness about the importance of resilience in facing life's uncertainties. 00:49 Journey into Sports Psychology 03:03 Pressure and Performance 04:19 Overcoming Mental Blocks 11:47 Harnessing Stress for Success 19:35 The Importance of Routines 26:55 Process vs. Outcome 31:57 Striving for Perfection vs. Demanding Perfection 32:38 The Art of Recovery 33:43 Learning from Failures 35:20 Techniques for Quick Recovery 37:23 Body-Mind Techniques 42:04 Training Focus and Attention 59:32 Mental Toolbox for Performance See omnystudio.com/listener for privacy information.

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/ Thank you to our sponsor, QueryPal!QueryPal is an incredible platform for support leaders who want to optimize their operations! 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/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

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 - Intro01:58 - Responding to survey responses in a meaningful way03:39 - The written feedback is the gold04:25 - Ideas for responding to written feedback07:32 - Exec vs. User NPS09:48 - What good looks like13:15 - It's operationally difficult, but worth it14:33 - Actually responding to your survey respondents can differentiate you14:56 - 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/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

In the spirit of showing our work - I figured I'd take this solo episode as an opportunity to walk you through a renewal flow I've been working on with the team! We also talk about my recent appearance on The Daily Standup where we talk about overcomplicating digital CS. Lastly, I'd love for you to submit your own work for a mini show-and-tell where you come on to talk about the great things you're building!Chapters:00:00 - Intro 03:41 - Overcomplicating digital05:18 - Digital automation should support the human, not the other way around07:28 - Showing my work: Pre-renewal flow12:10 - Design these flows WITH your teams - not in a bubble13:05 - The renewal flow18:34 - Is it overkill?21:10 - What I don't like about the flow - future expansion22:05 - Let your customers choose how they want to be communicated with24:00 - Submit your own work for the show ! Alex@digitalcustomersuccess.comEnjoy! I know I sure did... Thank you to our sponsor, QueryPal!QueryPal is an incredible platform for support leaders who want to optimize their operations! 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/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

Talia Root and Brent Hildebrand from Fullstory join the Digital CX podcast to discuss the evolving role of digital customer experience, from in-app engagement to balancing scale with personalization. They share insights on measuring success, prioritizing product development, and the key skills that make a great program manager in the digital landscape.Chapters:00:03 - Intro04:18 - Talia's journey from retail to digital success  05:42 - Brent's path from sales to digital CX  07:30 - Scale vs. digital: What's the difference?  09:15 - The push for in-app engagement  12:09 - Choosing what to build first  16:00 - Measuring success: Metrics that matter  21:29 - Balancing in-app and email engagement  27:15 - What makes a great program manager?  33:39 - Digital wins (and fails) in the wild  35:19 - Shoutouts to digital leaders  Enjoy! I know I sure did…Talia's Linkedin: https://www.linkedin.com/in/talia-root/Brent's LinkedIn: https://www.linkedin.com/in/brent-hildebrand-422a9397/ Thank you to our sponsor, QueryPal!QueryPal is an incredible platform for support leaders who want to optimize their operations! Thank you to our sponsor, Vitally!Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr! 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/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

David Wachs, founder and CEO of Handwritten, joins the show to discuss how automated handwritten notes can create meaningful customer connections at scale. He and Alex explore the power of personalized outreach, the role of robotics in writing thank-you notes, and how businesses can use this approach to surprise, delight, and build stronger relationships with their customers.Chapters:00:00 - Why handwritten notes still matter  02:22 - Introducing David Wachs of Handwritten  02:36 - How robots write handwritten notes  04:09 - Scaling personalization with automation  05:57 - The power of thank-you notes in business  10:29 - Inside Handwrytten's robot-powered facility  13:41 - Handwritten notes as a CS game-changer  16:04 - Turning complaints into superfans  23:07 - How handwritten notes surprise and delight  25:58 - Common mistakes to avoid with automation  30:16 - The role of data in personalized outreach  Enjoy! I know I sure did…David's LinkedIn: https://www.linkedin.com/in/davidwachs/ Thank you to our sponsor, QueryPal!QueryPal is an incredible platform for support leaders who want to optimize their operations! 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/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

In this solo episode of the podcast, I address some recent questions I've gotten specifically about A.I. in CS. A few tangents are included as per usual:Chapters:00:00 - Intro02:42 - When is your program ready for A.I.?04:10 - Data readiness for installing A.I.08:14 - Using AI for content generation 11:05 - Staying current or getting up to speed on A.I. 13:25 - Ticket deflection with A.I.16:00 - Utilizing A.I. in establishing integrations and configurations17:03 - A.I. Chatbots18:03 - Google's NotebookLM use cases20:35 - What to watch out for in adopting A.I.23:10 - Start with the Simple Things!Enjoy! I know I sure did...Special shoutouts in this episode go out to Ariglad, Clueso, HeyGen, QueryPal and Vitally! Thank you to our sponsor, QueryPal!QueryPal is an incredible platform for support leaders who want to optimize their operations! 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/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

Customer Success Summit in Austin on February 11th & 12th: https://events.customersuccesscollective.com/location/austinThis is an episode of "MondAI CS", a new podcast by our CS friend Michael Forney that we recorded last week. I felt that the content would be fantastic to post here as well.This episode delves into the intersection of AI and customer success, discussing how technology can both enhance and disrupt customer relationships. We explore the balance between automation and personal interaction, the guilt associated with not using AI, and practical applications for CSMs, illustrating a balanced approach that integrates AI while emphasizing the necessity of human connection. • The importance of balancing automation with human interaction • Guilt surrounding the adoption of AI tools • Practical AI applications in customer success • The value of combining technology with personalized engagement • The need for checks and balances in automation strategies • Future considerations for integrating AI in customer journeysEnjoy! I know I sure did...Follow Michael's Podcast MondAI CS here: https://open.spotify.com/show/497aLePSmsVJs1mMwn5dSLMichael's LinkedIn: https://www.linkedin.com/in/michael-forney/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 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/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

Dillon Young, founder of Lifetime Value Media, RETURNS to the show to discuss building a media company, the evolving role of the word "digital" in customer success and what it takes to win in this job market. He and Alex explore actionable strategies for creating empathetic customer experiences, leveraging digital tools to drive value, and the importance of authentic networking in career growth.Chapters:- Intro- Crafting value with micro-content  - The rise of digital in customer success  - What even is "digital" in CS?  - Overzealous tracking gone wrong  - Insightful secret shopping for empathy  - Building a media empire: small wins, big vision  - The emotional toll of job hunting  - Why networking is your secret weapon  - Building trust and connections in CS  - Acknowledging the champions behind the scenes  - Where to find Dillon and Lifetime Value MediaEnjoy! I know I sure did…Dillon's Linkedin: https://www.linkedin/com/in/dillonryoungThis 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 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/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

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 hospitality to tech  05:20 - The bridge between B2C and B2B CX  10:53 - CS impact on revenue retention  16:15 - Why exit interviews matter  20:50 - Seeing the customer's true journey  34:37 - Simplifying scale: Peloton and Ben & Jerry's  40:49 - Root causes vs. symptoms in digital motions  43:28 - Constant innovation and experimentation  Enjoy! I know I sure did…Ed's Linkedin: https://www.linkedin.com/in/ed-powers-ab5315/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 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/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

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 experiences in an evolving digital landscape.Chapters:00:00 - Intro 04:11 - Digital CS maturity and predictive insights  05:11 - Account vs. individual health scores  06:12 - The basics of customer database health  08:03 - Challenges in tracking customer movement  09:26 - Irwin's path from radio to digital  12:54 - Misaligned languages among teams  15:57 - What digital CS should strive for21:47 - Prioritizing data cleanup  28:16 - Tracking champions who leave  32:12 - Keeping data hygiene ongoing  36:11 - Segmentation errors and blundersEnjoy! I know I sure did…Irwin's Linkedin: https://www.linkedin.com/in/irwinhipsman/Repetitos: https://repetitos.com/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 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/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

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 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/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

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 and Bob London who did this LIVE at ChurnZero.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 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/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

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 of product analytics09:06 - Slack's champion program: Fostering in-house advocates12:29 - Scaling CS: Operations, tools and voice of customer18:16 - Airtable ambassador program & NDR success story21:55 - Building AI use cases in CS with Airtable30:29 - Creating a scalable customer education ecosystem36:15 - Prioritizing quick wins & standardizing playbooks37:28 - The power of cross-functional collaboration41:52 - Empowering teams through mission & vision clarity45:59 - Capturing executive alignment with walking decksEnjoy! I know I sure did...Alison's LinkedIn: https://www.linkedin.com/in/alison-barrett-cs/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 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/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

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 - Marketing meets customer success  11:01 - Where digital CS fits within the org  12:40 - The secret to digital CS success: collaboration  16:05 - Building digital customer programs  20:14 - Digital as a strategy AND a segment  25:46 - Measuring digital CS programs effectively  29:54 - Fixing what's broken in digital motions  36:31 - B2C lessons for B2B automation  39:22 - Transforming QBRs with automation  44:57 - Reimagining executive and customer engagement  Enjoy! I know I sure did…Marley's Linkedin: https://www.linkedin.com/in/marleywagner/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 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/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

In this episode, Tee is excited to welcome renowned health and wellness coach Annie Delre. Annie is a National Board-Certified Health and Wellness Coach who has worked with over 750 clients to help them achieve a life of confidence, wellness, and success. Together Ann and Tee share valuable insights on living a balanced and healthy life amid everyday toxins. Annie, who holds multiple certifications and degrees in integrative wellness, emphasizes the importance of starting small when making lifestyle changes, from replacing toxic laundry detergents to drinking more water. In addition, Annie and Tee highlight the significance of understanding one's values and the benefit of a supportive environment. Annie discusses practical steps for reducing chemical exposure and managing stress, providing tips and tools to facilitate these changes. Whether you're pursuing personal health goals or professional well-being, this conversation offers actionable advice to help you navigate a healthier lifestyle in a toxic world. Connect with Annie:  Website LinkedIn Instagram Facebook Free Guide Chaos to Clarity Course Mention Green Living With Tee In the Let's Chat Section of The Website For a Free Consultation!  Follow Therese "Tee" Forton-Barnes and The Green Living Gurus: Tee's Organics - Therese's Healthy Products for You and Your Home: Check out these incredible products made only with purified water, seven essential oils, and vinegar. Once you clean with them, you will be addicted! No more spraying chemicals in your home. Use the code Healthyliving for a 15% discount on my products at Shop Tee's Organics Austin Air Purifiers: For Podcast listeners, take 15% off any Austin Air product; please email Tee@thegreenlivinggurus.com and mention that you want to buy a product and would like the discount. See all products here: Austin Air The Green Living Gurus Website  Instagram YouTube Facebook Healthy Living Group on Facebook Tip the podcaster! Support Tee and the endless information that she provides: Patreon Venmo: @Therese-Forton-Barnes last four digits of her cell are 8868 For further info contact Tee: Email: Tee@thegreenlivinggurus.com Cell: 716-868-8868 DISCLAIMER: ALL INFORMATION PROVIDED HERE IS GENERAL GUIDANCE AND NOT MEANT TO BE USED FOR INDIVIDUAL TREATMENT. PLEASE CONTACT YOUR PROVIDER OR DOCTOR FOR MEDICAL ADVICE. Produced By: Social Chameleon

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 at Hallmark  00:08:17 - A journey into tech: Sam's path to digital CS  00:13:25 - What is digital CS, and why does it matter?  00:17:30 - Digital program managers vs. product managers  00:22:31 - Office hours: Scaling human connection  00:28:24 - Building automations to enhance customer success  00:33:38 - Merging digital and human touchpoints  00:38:57 - Digital success hubs inspire a vision  00:41:40 - LinkedIn, meetups, and learning from AI pioneers  00:44:38 - Connect and continue the conversation with SamEnjoy! I know I sure did…Samantha's Linkedin: https://www.linkedin.com/in/samanthaedavid/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 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/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

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:01:05 - New Sponsor: Thinkific Plus01:30 - Upcoming guests 02:45 - Digital CS Maturity Assessment03:29 - Alex got a new gig! 04:00 - Topic for today: Where to look for automations 06:43 - Support Data09:00 - Hours Sentiment Tracking10:28 - We automate for both the customer and employee experience11:53 - Frequently Distributed Documentation 14:10 - Onboarding16:36 - Upsell Automation 17:47 - Pre-Renewal Automation18:57 - Data Hygiene Automation22:11 - Customer Scorecards & Actions25:24 - Manual Process Automation27:59 - The big red flag no no: Don't automate without doing it manually first. Links: - Monthly Digital & Scale Meetup - digitalsuccess.gradual.us- Digital CS Maturity Assessment - https://digitalcustomersuccess.com/dcsmaturityThis 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 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/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

In this episode of the Digital CX Podcast, host Alex Turkovic chats with Scott Wilder, Head of Digital Success at Clari with a wealth of previous experience from Google, Adobe, and HubSpot among others. The conversation explores leveraging AI for customer success, integrating data across platforms, and adopting B2C innovation to enhance digital experiences in the B2B space.Chapters:04:02 - Transition to digital growth06:57 - Inbound vs. outbound digital CX08:35 - The struggle with platform silos10:01 - AI in Clari's CX strategy11:53 - Chatbots and federated search13:12 - Building the business case for AI14:32 - Customer-driven innovation in CS16:59 - Tackling data hygiene challenges19:45 - Fun approaches to data cleanup21:01 - Selecting the right chatbot vendor24:05 - Embracing B2C innovation in B2B28:23 - SMS as an untapped B2B strategy30:30 - Exploring AI and educational resourcesEnjoy! I know I sure did…Scott's Linkedin: https://www.linkedin.com/in/wilder/Join our Monthly Meetup: https://digitalsuccess.gradual.us/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 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/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

Nat Onions, CX leader at Customer.io, dives into the importance of data and automation in driving effective customer support and engagement. She shares her experiences from building a customer success program, experimenting with AI tools, and leveraging SMS to scale interactions, while also discussing the significance of diversity and attention to detail in creating impactful digital experiences.Chapters:00:02:29 - An early career in design and printing  00:04:14 - Chaos management learned from beer00:05:23 - Design and attention to detail in CX  00:06:39 - Superman fandom and collecting rare items  00:08:24 - Nat's transition to customer experience leadership  00:10:21 - Building a customer success program at Customer.io  00:15:05 - Defining digital in the CX world  00:18:29 - Launching a virtual assistant for customer support  00:19:44 - The power of automation in summarizing support tickets  00:25:31 - Experimenting with AI and automation tools  00:29:22 - Maximizing SMS for customer engagement  00:35:41 - Strategies to overcome champion change challenges  00:44:25 - Gender diversity in tech and leadershipEnjoy! I know I sure did…Nat's Linkedin: https://www.linkedin.com/in/natalie-onions/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/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

Send Colleen a Text MessageBrittyn Coleman, a Registered Dietitian and Autism expert joins Colleen to discuss practical, research-backed approaches that clinicians can integrate into patient care to support children with autism.Brittyn shares practical ways to navigate picky eating and tips for helping parents integrate dietary changes at home with less stress and more ease. Whether you're a pediatrician, dietitian, or general practitioner, this episode provides actionable guidance to support better health outcomes for your patients with autism.Topics Covered in This Episode:Why nutritional interventions matter in autism careWhat supplements you should consider Strategies for supporting parents through dietary changesCommon nutrient deficiencies in autism and how to address themWhy the typical picky eating advice doesn't work with children with autism Resources Mentioned:Masterclass for Practitioners - On-demand courses for deeper insights into autism and nutrition (autismdietitian.com/masterclass)Brittyn Coleman's Website - For resources and practitioner tools on autism nutritionRelated Episode:Episode 40: Nutrition for AutismSupport the showConnect with Colleen:InstagramLinkedInSign up for the Nutrition Wrap-Up Newsletter - Nutrition hot-topics and professional growth strategies delivered to your inbox each week. Support the show!If you love the show and want to help me make it even better, buy me a coffee to help me keep going! ☕️Disclaimer: This podcast is a collection of ideas, strategies, and opinions of the author(s). Its goal is to provide useful information on each of the topics shared within. It is not intended to provide medical, health, or professional consultation or to diagnosis-specific weight or feeding challenges. The author(s) advises the reader to always consult with appropriate health, medical, and professional consultants for support for individual children and family situations. The author(s) do not take responsibility for the personal or other risks, loss, or liability incurred as a direct or indirect consequence of the application or use of information provided. All opinions stated in this podcast are my own and do not reflect the opinions of my employer.

Adam Avramescu, Vice President of Customer Education at Personio and co-host of the CELab Podcast, joins the show to share his thoughts on the evolving role of customer education in digital customer success. He and Alex dive into the challenges of content curation, scaling personalized experiences, and the growing importance of integrating education with broader customer experience strategies to drive engagement and advocacy.Chapters:00:04:04 - The love-hate relationship with social media  00:05:55 - Life as an expat in Amsterdam  00:07:10 - What "engagement" means in customer education  00:08:53 - Bringing teams together to scale CX  00:10:34 - Building a proper digital customer experience  00:12:14 - Adam's elevator pitch on digital CS  00:15:39 - The evolution of customer education  00:18:20 - Blurring lines between customer education and CS  00:21:18 - Curation vs. content overload in customer education  00:29:41 - The never-ending ROI debate in CE  00:34:18 - Digital programs and human touch in customer success  00:37:40 - Customer education and building advocacyEnjoy! I know I sure did…Adam's Linkedin: https://www.linkedin.com/in/adam-avramescu/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/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

Kat Breeggemann, Digital Customer Experience Program Manager at Automox, joins the podcast to discuss the role of data in driving digital customer success and enhancing product adoption. She shares her journey into customer success, the importance of tailoring digital programs to customer needs, and explores strategies to prevent downgrades using targeted campaigns and persona insights. We also spend some time talking about how LinkedIn campaigns can play a role in your digital motions!Chapters:00:00 - Intro02:42 - Kat's role at Automox  04:17 - Kat's unexpected journey into CS  06:00 - The student newspaper era  11:14 - Understanding digital program management  13:08 - The power of data in digital CS  19:40 - Campaigns for specific product adoption  23:00 - Avoiding the risk of downgrade  26:56 - Overcoming challenges with data  30:17 - Why showing your work matters  35:52 - Using LinkedIn ads in digital CS  43:34 - Leveraging external data and persona insightsEnjoy! I know I sure did…Kat's Linkedin: https://www.linkedin.com/in/kat-breeggemann/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/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

In this solo episode of the podcast, I spend a bit of time recapping a recent talk I gave together with Dan Ennis at Churn-In, ChurnZero's annual conference and also take some time to discuss the launch of the Digital CS Maturity Assessment, which you can go through by following this link for free: https://digitalcustomersuccess.com/dcsmaturity/I then go through a bit of Q&A from the Zero-In session itself! See the chapters to jump to a specific question.Chapters:00:00 - Intro01:18 - Churn-In Recap01:36 - Digital CS Maturity Assessment04:30 - How to Measure the ROI of your Digital program08:41 - Which self-service mediums are most effective in the SaaS world today that help to promote advocates and reduce support costs?13:58 - Do you have any books, podcasts or frameworks you would recommend for newbies?16:13 - “Tech Touch”, Digital SC and Scaled CS interchangeability18:21 - Incorporating contextual data in predictive modelingEnjoy! I know I sure did. Special shoutout to:- Dan Ennis: my awesome co-presenter at Churn-In- Keishla Ceasar-Jones, Malachi Hopoate, Sylvanie Tweed & Tom Battle for their great questions!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/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

Joe Di Grande, Founder of Joe Does Tech Touch, shares his experiences scaling accounts and building a tech touch program from the ground up. He and Alex discuss the critical role of clean data, simple automations, and AI in transforming customer interactions, emphasizing a problem-first approach over obsession with technology.Chapters:00:00:00 - Intro00:03:21 - A small world and lifelong connections  00:03:23 - Joe's journey into TechTouch  00:04:16 - From email marketer to scaling accounts  00:05:51 - Building a tech touch program from scratch  00:07:21 - What is Digital Customer Success (CS)?  00:09:19 - Scrappy automations: Simple yet powerful tools  00:11:22 - The under-appreciated power of canned responses  00:18:28 - Clean data: The foundation of successful automation  00:22:03 - Don't fall in love with the tech, focus on the problem  00:29:06 - How AI and bots are transforming customer interactions  00:31:25 - Email blunders and lessons learnedEnjoy! I know I sure did…Shoutouts in this episode include:The Daily Standup Podcast (Dillon Young, JP Frost & Rob Zambito)Marley WagnerSara RobertsJoe's Linkedin: https://www.linkedin.com/in/josephdigrande/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/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

In this podcast episode, Natalia Andreeva and Kaelon Russell of 15Five share their journey of building a digital customer success program from the ground up. They discuss their approach to content strategy, onboarding experiments, user health scoring, and the importance of cross-functional collaboration, highlighting how they integrate human and digital interactions to optimize customer engagement and business outcomes.Chapters:00:00:00 - Intro00:05:19 - From accidental CrossFit owner to digital CS leader00:06:22 - Defining digital customer success today00:10:54 - The birth of 15Five's digital CS program00:13:15 - Content's role in digital CS success00:17:43 - Measuring success through onboarding experiments00:19:32 - Building a diverse digital CX team00:23:39 - Experimenting with abandoned cart campaigns00:27:46 - Evolving from manual to automated solutions00:29:22 - Finding the balance: one-on-one vs. digital engagement00:33:32 - Personalized customer journeys at scale00:34:47 - User-level health scores in action00:38:06 - Harnessing data to power CX strategies00:44:23 - The importance of cross-functional collaborationEnjoy! I know I sure did…Natalia's Linkedin: https://www.linkedin.com/in/scalecx/Kaelon's LinkedIn: https://www.linkedin.com/in/kaelonrussell/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/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

Summary: In this episode of The Future-Ready Advisor, Sam Sivarajan sits down with Ryan Frederick, founder of HERE, to explore the critical connection between place and longevity. Ryan advocates for "place planning," emphasizing how where we live is deeply intertwined with our well-being, especially as we age. This conversation touches on how financial advisors can guide clients in making intentional living decisions that balance financial, community, and health goals. Ryan shares insights on the evolving perception of home, not just as a financial asset, but as a space for creating a supportive and fulfilling lifestyle. He also highlights the importance of social connections, revealing how our environments can either foster or hinder the relationships that impact longevity. Ryan's thoughtful perspective offers financial advisors a new lens for client planning, one that goes beyond wealth management to encompass holistic well-being.takeawaysLife is not linear, and our paths can change unexpectedly.Our environment shapes us more than we shape it.Place planning is essential for healthy aging.Financial advisors should consider place as a key factor in planning.Social connections are crucial for longevity and well-being.Many people are unaware of the importance of their living environment.The financialization of real estate can skew perceptions of home.Intentional planning can prevent costly mistakes in living arrangements.Community living should encourage social interactions.Designing spaces for connection can enhance quality of life. Sound Bites"Life is not linear.""We get shaped more by our environment.""It's much more about lifestyle and environment."Chapters[00:05:45] What is Place Planning? – Ryan introduces the concept of place planning and its role in creating environments that foster longevity.[00:17:05] Financial and Non-Financial Considerations – How the decision of where to live extends beyond finances to lifestyle and social well-being.[00:28:07] Social Connections as Key to Longevity – Ryan shares the powerful role social relationships play in healthy aging.[00:39:11] How Advisors Can Incorporate Place Planning – Strategies for financial advisors to integrate place planning into client conversations.Resources Mentioned:HERE: here.lifeHarvard Study on Adult DevelopmentBlue Zones by Dan BuettnerCall-to-Action:Subscribe to the Podcast: Don't miss an episode of The Future-Ready Advisor by subscribing on your favorite podcast platform.Follow Sam on LinkedIn: Join the discussions at LinkedIn for more insights and updates.Visit the Website: For more resources and episodes, visit www.samsivarajan.com.

Larissa Licha, co-founder and CEO of Joyn, discusses the challenges of cross-department collaboration between customer-facing teams and R&D, particularly in fast-growing tech companies. She also shares insights from her entrepreneurial journey, emphasizing the need for flexibility in product development and the role of AI in optimizing business processes and decision-making.Also, congrats to Larissa and team for becoming part of the CS Angel community by securing a seed round!Chapters:02:12 - Larissa's journey from tattoo artist to tech founder09:50 - Challenges of scaling at a growing company14:53 - Founding Joyn to solve cross-department collaboration17:26 - R&D and customer team misalignment21:20 - Executives and the unseen cost of simple asks24:06 - The buffer role between teams and executives26:17 - Joyn's role in connecting data and bridging gaps35:01 - Meeting customers where they work38:51 - AI as an aggregator of business information41:23 - Ethical AI concerns in the race to innovate45:15 - AI becoming a cost of doing businessEnjoy! I know I sure did…Larissa's Linkedin: https://www.linkedin.com/in/larissa-licha-0441738b/Joyn: https://www.joyn.one/Today's episode is sponsored by Vitally. If you're in the market for a feature rich, easy-to-implement CSP - go sign up for a demo at vitally.io/digitalcx. If you take a qualified demo with them, you'll receive a free pair of AirPods!Thank you to our sponsor, Vitally!Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr! 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/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

Bernard Slowey, VP of Digital Customer Success at Salesforce, joins the show to discuss the transformation of customer service through digital tools, AI, and data-driven insights. He and Alex explore how Salesforce is leading the way in enhancing customer experiences by unifying support, success, and training portals, leveraging burgeoning AI tools like Einstein, and focusing on seamless handoffs between digital and human interactions to drive proactive, personalized service.Chapters:00:00 - Intro04:19 - Early career at AOL and Microsoft07:33 - Learning from Microsoft's transformation10:02 - Defining digital customer success11:38 - Enhancing self-service through data13:55 - The importance of smooth handoff to humans15:06 - Building unified digital experiences at Salesforce18:45 - Success score transparency and customer insights22:58 - AI-driven customer interactions and adoption28:34 - Launching Einstein service agent36:00 - Conversational future of customer service40:03 - Voice-powered AI interactions44:49 - B2C leading in digital customer experiencesEnjoy! I know I sure did…Bernard's LinkedIn: https://www.linkedin.com/in/bslowey/Today's episode is sponsored by Vitally. If you're in the market for a feature rich, easy-to-implement CSP - go sign up for a demo at vitally.io/digitalcx. If you take a qualified demo with them, you'll receive a free pair of AirPods!Thank you to our sponsor, Vitally!Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr! 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/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

Monthly Scale and Digital Meetup: https://digitalsuccess.gradual.comThe Ultimate Guide to Digital CS: 4 Pillars for Success w/ Alex Turkovic & Jan Young: https://zoom.us/webinar/register/6817263533053/WN_GqOn3y7JSZWBt_YM3i87kw#/registrationIn today's show...Measuring Digital Customer Success can be an elusive thing. It necessitates borrowing from all manner of different practices in order to do it effectively.In this solo episode, I break down four areas of focus for establishing KPIs in DCS:Traditional CS MetricsMarketing Campaign MetricsProgram Specific MeasuresAttributionChapters:00:00 - Intro01:14 - News03:04 - Measuring your Digital CS Program04:28 - Traditional CS Metrics in Digital06:57 - Marketing Campaign Metrics08:31 - Digital CS Program Specific Metrics10:44 - Attribution12:09 - Examples of Measuring Attribution in DCS17:04 - How do you action unengaged accounts/contacts?20:18 - RecapEnjoy! I know I sure did.Today's episode is sponsored by Vitally. If you're in the market for a feature rich, easy-to-implement CSP - go sign up for a demo at vitally.io/digitalcx. If you take a qualified demo with them, you'll receive a free pair of AirPods!Thank you to our sponsor, Vitally!Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr! 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/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

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: A podcast about life, not CS08:23 - Humanizing customer conversations in business11:23 - Coaching hockey and finding parallels in consulting13:26 - Overcoming bias in consulting and discovery15:45 - The digital success sweet spot18:13 - Navigating the balance of analysis and action in consulting20:57 - The rise of customer portals and integrated success plans23:11 - Combining digital with human for optimal onboarding27:56 - Building a personal brand on LinkedIn: Tips and takeaways31:42 - Bob's content dietEnjoy! I know I sure did…Bob's Linkedin: https://www.linkedin.com/in/bmathers/Today's episode is sponsored by Vitally. If you're in the market for a feature rich, easy-to-implement CSP - go sign up for a demo at vitally.io/digitalcx. If you take a qualified demo with them, you'll receive a free pair of AirPods!Thank you to our sponsor, Vitally!Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr! 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/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

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 - Defining digital customer success00:08:08 - Tools for scaling customer communication00:10:41 - Key contacts and stakeholder departures00:13:47 - Challenges of traditional training methods00:15:02 - The role of personalization in customer success00:18:29 - Leveraging NPS beyond the score00:20:55 - Transforming detractors into champions00:22:08 - Lessons learned in a startup environment00:25:27 - Scaling onboarding processes00:27:53 - Content recommendations for professional growth00:29:36 - Integrating customer success and marketing00:34:36 - Shoutouts and key mentorsEnjoy! I know I sure did...Mary's Linkedin: https://www.linkedin.com/in/mary-caballero/Today's episode is sponsored by Vitally. If you're in the market for a feature rich, easy-to-implement CSP - go sign up for a demo at vitally.io/digitalcx. If you take a qualified demo with them, you'll receive a free pair of AirPods!Thank you to our sponsor, Vitally!Vitally is a wonderfully feature-rich, fast-to-implement CSP that we are proud to have as a sponosr! 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/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

Send us a Text Message.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 internet and evolving tech paradigms12:40 - Transitioning from transactional to subscription models16:44 - Clearfeed: Transforming Slack into a help desk18:39 - Customer love for real-time communication22:21 - Fragmented experiences: No app, no problem24:38 - Use cases beyond B2B: SMB and tertiary markets30:48 - B2B learning from B2C customer engagement31:13 - The role of bots and AI in customer interactions41:02 - Balancing product development and customer feedbackEnjoy! I know I sure did…Joydeep's Linkedin: https://www.linkedin.com/in/joydeeps/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/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

Send us a Text Message.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 start in account management12:17 - Revenue ownership in customer success15:14 - Scaling customer success globally17:01 - Digitizing renewals and the customer experience19:25 - Job market challenges and pivots24:39 - Breaking into digital CS: Key skills and focus30:20 - Strategic relationships in CX and CS33:34 - Redefining onboarding with action-based metrics37:51 - Immersive digital experiences in B2CEnjoy! I know I sure did...Jess' LinkedIn: https://www.linkedin.com/in/jessicareserosborn/Content:Unlocking Us with Brené Brown: https://brenebrown.com/podcast-show/unlocking-us/Blinkist: https://blinkist.o6eiov.net/JzEe1aShoutouts:CS CollectiveLayton Chainey: https://www.linkedin.com/in/laytonchaney/Sue Nabeth Moore: https://www.linkedin.com/in/sue-nabeth-moore-6470905/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/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

Send us a Text Message.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: Automation24:28 - Pillar 4: Content29:34 - RecapA few resources mentioned in this episode:Article: The Digital CS Sweet Spot: https://digitalcustomersuccess.com/dcs-sweet-spot/The Digital CS Tech Stack: https://digitalcustomersuccess.com/tech-stack/And don't forget to check out Sara Roberts and Christine Raby's course, LinkedIn Mastermind: http://www.bayviewtalent.com/masterclassLinkedIn Masterclass is a new course created by Christine Raby and Sara Roberts to help you maximize the benefits of a stellar LinkedIn profile and presence! Check it out at https://bayviewtalent.com/masterclass and use promo code EARLY30 for 30% off of your registration!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/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

Send us a Text Message.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:06:19 - Silos in organizations08:07 - Analyzing customer conversations10:23 - Identifying growth opportunities14:32 - Human and digital go hand-in-hand17:29 - Customer segmentation challenges19:29 - Internal collaboration models23:52 - CS as a strategy25:07 - CSQL programs and challenges30:01 - Trust issues in teams37:14 - AI in the market40:03 - Future of AI toolsEnjoy! I know I sure did...Masha's LinkedIn: https://www.linkedin.com/in/mashakrol/Glowstick: https://www.glowstick.ai/+++++++++++++++++This episode was edited and sponsored by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young.  Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals.  Lifetime Value is offering select services at a deeply discounted rate for a limited time.  Navigate to lifetimevaluemedia.com to learn more.+++++++++++++++++Lifetime Value MediaLifetime Value aims to serve the audio/video content production and editing needs. 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/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

Send us a Text Message.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 Post-Sale Revenue Growth15:05 - RevSetter: The Revenue-Focused CSP20:37 - Digital Tactics for Customer Onboarding23:05 - User Experience: RevSetter's Approach25:14 - Modernizing CS with Flexible Tools33:25 - Innovative Digital Motions in SaaSEnjoy! I know I sure did...Haydar's LinkedIn: https://www.linkedin.com/in/haydaralsaad/RevSetter: https://revsetter.com/Resources:Topline Podcast: https://www.salestalentagency.com/topline-podcast/Customer Success Podcast: https://www.csmpractice.com/podcastShoutouts:Jan Young: https://www.linkedin.com/in/jan-young-cx/Daphne Costa Lopes: https://www.linkedin.com/in/daphnecostalopes/+++++++++++++++++This episode was edited and sponsored by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young.  Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals.  Lifetime Value is offering select services at a deeply discounted rate for a limited time.  Navigate to lifetimevaluemedia.com to learn more.+++++++++++++++++Lifetime Value MediaLifetime Value aims to serve the audio/video content production and editing needs. 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/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

Send us a Text Message.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 Rogers and My Dad," blending personal anecdotes with professional wisdom.We also talk about:00:00 - Driving revenue through education02:26 - Music and customer education06:59 - Leadership lessons from Fred Rogers07:59 - Brain science in sales11:05 - The problem with sales handoffs17:42 - Balancing micro-learning and mastery19:08 - Two pillars of education strategy27:18 - Challenges in measuring ROI30:13 - Forrester's findings on customer education32:35 - The importance of strategic planning36:59 - Defining an education qualified lead40:10 - Impact of the pandemic on education44:11 - Strategies for measuring impact46:17 - Building relationships for data access47:16 - Benefits of education moving to marketing49:02 - Avoiding mistakes in education strategy50:56 - The importance of reach and frequencyEnjoy! I know I sure did...Shoutouts:Andrew DeBell: https://www.linkedin.com/in/andrewdebell/Jay Nathan: https://www.linkedin.com/in/jaynathan/Dee Kapila: https://www.linkedin.com/in/deekapila/Books: Creative Act by Rick Rubin: https://amzn.to/3WvCDBL Leadership Revolution by Lori Hazan: https://amzn.to/4bS2zvR+++++++++++++++++This episode was edited and sponsored by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young.  Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals.  Lifetime Value is offering select services at a deeply discounted rate for a limited time.  Navigate to lifetimevaluemedia.com to learn more.+++++++++++++++++Lifetime Value MediaLifetime Value aims to serve the audio/video content production and editing needs. 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/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

Send us a Text Message.This week, we are pleased to bring you a conversation with Rod Cherkas, a SaaS veteran, consultant, author of two books on customer success, and vocal contributor to the CS community.  Rod and Alex discuss his past at Marketo and Gainsight (among others), his newly released book REACH, as well as where he sees the CS profession heading.Chapters:00:00:00 - Intro00:01:18 - Rod's Background and Path to CS00:02:42 - Journey from Product to Customer Focus00:03:45 - Intuit's Customer-Centric Approach00:04:27 - Applying Experience Design Principles00:05:02 - Hello CCO00:07:00 - Developing Executive-Level Skills00:09:08 - Practical Impact of REACH Framework00:10:29 - Importance of Marketing Playbooks00:11:16 - Commercial Focus in CS Teams00:13:03 - Learning from Digital Marketing00:15:45 - Embracing Digital and AI in CS00:16:15 - Prioritizing Accounts with Growth PotentialEnjoy! I know I sure did...Rod's LinkedIn: https://www.linkedin.com/in/rodcherkas/Rod's Website: https://hellocco.comRod's Books:- CCO Playbook: https://amzn.to/3y44XBS- REACH: https://amzn.to/3Wn5wAm+++++++++++++++++This episode was edited and sponsored by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young.  Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals.  Lifetime Value is offering select services at a deeply discounted rate for a limited time.  Navigate to lifetimevaluemedia.com to learn more.+++++++++++++++++Lifetime Value MediaLifetime Value aims to serve the audio/video content production and editing needs. 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/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

Send us a Text Message.In this solo episode, we tackle two primary topics:Imposter Syndrome specific to Digital CS and how to combat itBuilding Customer Health Scores without the benefit of product TelemetryAlong the way, I also share a few news items and resources with you.Enjoy! I know I sure did...Resources:Virtual Scale & Digital Meetup Survey LinkLatest Digital CX ArticlesHubspotChurnZeroEveryday AI5 Simple Ways to use Generative AI Every DayDCS Connect Slack CommunityDigital Customer Success bookHealth Scores without Telemetry postLifetime Value MediaLifetime Value aims to serve the audio/video content production and editing needs. 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/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

In this episode, we dive into the current state of the real estate market and discuss the mounting challenges faced by investors. We analyze Jerome Powell's recent remarks on inflation and the job market, explore the impact of the shadow banking system, and examine the distress in different classes of commercial real estate. We also touch on the potential implications of the upcoming presidential election on investment decisions. Tune in to understand the dynamics at play and how to navigate these turbulent times. Key Talking Points with Timestamps: [00:00:27] - Introduction to Jerome Powell's Remarks Jerome Powell's take on the strong job market and the trajectory of inflation. [00:01:28] - Concerns About the Shadow Banking System Discussion on the shadow banking system and its potential risks to the economy. [00:02:37] - Jerome Powell's Strategy Against Bad Loans Powell's intent to let bad loans fail to create a more stable financial system. [00:06:15] - Speculations on Rate Cuts Analyzing when and how rate cuts might happen, with a focus on September and November. [00:08:04] - Inflation and Job Market Weakness The relationship between inflation, job market strength, and Powell's policy decisions. [00:12:10] - Class A Commercial Real Estate Trading The current state of Class A commercial real estate and significant transactions in the market. [00:13:16] - Challenges in Class B and C Real Estate The ongoing issues in Class B and C real estate sectors and their lack of trading activity. [00:19:18] - Distress in Class A Real Estate The distress faced by Class A properties due to construction debt and the impact on developers. [00:25:28] - Investment Opportunities Amidst Market Distress Identifying opportunities in the market for savvy investors during this period of distress. [00:37:02] - Impact of the Presidential Election on Investments How the upcoming presidential election might influence investment decisions and market behavior. Links & Resources: Ana Kelly's Website: For real estate coaching, consulting, and deal reviews, visit Ana Kelly Investing. Social Media: Follow Ana Kelly on social media @AnaKellyREI for the latest updates and insights. Jerome Powell's Speech: Highlights from Jerome Powell's recent remarks in Europe. Closing Remarks: Thank you for joining us on this insightful episode. If you enjoyed our discussion, please rate, follow, and share the podcast. Your support helps us bring more valuable content to you. Stay tuned for more episodes where we continue to navigate the evolving real estate market.

Coach Myrna is a seasoned personal development coach, inspirational speaker, and host of the popular podcast, "Transform Your Mind to Transform Your Life." She specializes in helping individuals navigate life's challenges through self-mastery and resilience. With a background in counseling and psychology, Myrna brings a wealth of knowledge and experience to her listeners, offering practical advice and strategies for personal and professional growth.Episode Summary:In this episode of "Transform Your Mind to Transform Your Life," Coach Myrna delves into the crucial topic of mastering the art of self-defense against enemies, both in personal and professional realms. She draws from the biblical story of Paul in the Book of Acts, showcasing his unwavering faith and strategic approaches to handling accusations and adversaries. Through this episode, listeners will gain valuable insights into maintaining composure, understanding the nature of their enemies, and asserting their rights effectively.Coach Myrna emphasizes that conflicts and confrontations are inevitable, but with the right strategies, individuals can navigate these challenging situations with confidence and poise. By sharing Paul's story, she highlights the importance of understanding one's adversaries, maintaining composure under pressure, setting boundaries, and effective communication. These strategies are not only applicable in a courtroom but can also be used to handle workplace conflicts, neighborhood disputes, and personal disagreements. Tune in to learn how to protect yourself and your rights while preserving your integrity and well-being.Key Takeaways:Understanding Your Enemies: Knowing their motives, strengths, and weaknesses gives a strategic advantage.Maintaining Composure: Staying calm and composed is crucial in handling confrontations effectively.Setting Boundaries: Clearly communicating and enforcing boundaries to protect your rights and integrity.Effective Communication: Using assertive communication and active listening to express oneself and find resolutions.Knowing the Law: Awareness of one's rights and legal protections is fundamental in defending oneself against false accusations.Resources:The Bible, Book of Acts, Chapter 23 - Reference to Paul's story used in the episode.Transform Your Mind to Transform Your Life Podcast - Coach Myrna's podcast series for more episodes on personal development.Coach Myrna's Website - For more resources, articles, and contact details.See this video on The Transform Your Mind YouTube Channel https://www.youtube.com/@MyhelpsUs/videosTo see a transcripts of this audio as well as links to all the advertisers on the show page https://myhelps.us/Follow Transform Your Mind on Instagram https://www.instagram.com/myrnamyoung/Follow Transform Your mind on Facebookhttps://www.facebook.com/profile.php?id=100063738390977Please leave a rating and review on iTunes https://podcasts.apple.com/us/podcast/transform-your-mind/id1144973094

Send us a Text Message.Eric Mistry (Strategy & Shared Services Operations Manager at Contentsquare) has a very unique background and set of skills in education that afford him a fascinating perspective on the customer experience.  Eric joins Alex to discuss the evolving use of AI in the workplace, the importance of connecting cross-functional dots, and the future of customer education and digital customer success.Topics in this Episode:03:00 - From swim coach to software05:19 - Higher education and academic technologist06:59 - Joining Heap and instructional design10:26 - Connecting the dots in scaling functions12:26 - Data management during mergers15:15 - Adapting with a growth mindset19:49 - Practical use of AI in the workplace31:45 - Future of customer education and AI39:54 - Enhancing automation with AIEnjoy! I know I sure did...Eric's LinkedIn: https://www.linkedin.com/in/ericmistry/Resources:Meco App for collating newslettersTim Ferriss ShowRange by David EpsteinMillion Dollar Weekend by Noah KaganImaginable by Jane McGonigalBefore the Coffee Gets Cold by Toshikazu KawaguchiShoutouts:Joe Ryan (Customer Education Weekly)Shannon Howard+++++++++++++++++This episode was edited and sponsored by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young.  Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals.  Lifetime Value is offering select services at a deeply discounted rate for a limited time.  Navigate to lifetimevaluemedia.com to learn more.+++++++++++++++++Lifetime Value MediaLifetime Value aims to serve the audio/video content production and editing needs. 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/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

Send us a Text Message.Aaron Thompson (Chief Revenue Officer of SuccessCOACHING and Founder of Red Slacks) has dedicated his professional life to helping companies and CS professionals.  He and Alex delve into the importance of leveraging digital technologies and data to enhance customer experience, and explore the benefits of transitioning from high touch to tech touch interactions.Topics:02:40 - The origin of the Red Slacks07:44 - Aaron's journey into customer success12:28 - Importance of hospitality experience in CS17:14 - Digital customer experience definition19:33 - Leveraging data in digital strategies26:50 - Rethinking the traditional QBR34:37 - B2B learns from direct-to-consumer strategies36:34 - Effective tools in digital CS40:20 - The missing piece in customer success platformsEnjoy! I know I sure did...Aaron's LinkedIn: https://www.linkedin.com/in/athomps/Red Slacks: https://redslacks.com/SuccessCOACHING: https://successcoaching.co/Resources:- 4Rocks by Sean Albertson- Revenue Operations by Stephen Diorio and Chris HummelShoutouts:Simon Kriss: https://www.linkedin.com/in/simonkriss/Percy Rose: https://www.linkedin.com/in/percyrose/Mickey Powell: https://www.linkedin.com/in/mickeypowell/+++++++++++++++++This episode was edited by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young.  Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals.  Lifetime Value is offering select services at a deeply discounted rate for a limited time.  Navigate to lifetimevaluemedia.com to learn more.+++++++++++++++++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/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

Send us a Text Message.Preetam Jinka and Arun Balakrishnan, co-founders of FunnelStory, join the podcast to discuss how we're just scratching the surface with AI and machine learning.  They chat with Alex about how FunnelStory is revolutionizing customer success strategies, enabling teams to predict churn, optimize user engagement, and drive revenue growth through data-driven insights.Additionally, Arun & Preetam share their own insights on A.I. and how Product teams best work with Customer Success.Chapters:04:35 - Arun's background in cybersecurity and product managemen05:25 - How Preetam got started in AI and data engineering14:00 - The difference between AI and machine learning18:10 - Some practical applications of AI in customer success21:14 - An overview of the FunnelStory platform24:26 - Predictive and prescriptive elements27:46 - Product telemetry and customer insights30:26 - Collaboration between product and customer success teams33:11 - Innovative uses of predictive analytics in customer engagement38:19 - Discovering hidden metrics through data analysis39:16 - Leveraging AI and ML for pattern recognition in CSEnjoy! I know I sure did...Preetam's LinkedIn: https://www.linkedin.com/in/preetamjinka/Arun's LinkedIn: https://www.linkedin.com/in/balakrishnanarun/FunnelStory: https://funnelstory.ai/+++++++++++++++++This episode was edited by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young.  Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals.  Lifetime Value is offering select services at a deeply discounted rate for a limited time.  Navigate to lifetimevaluemedia.com to learn more.+++++++++++++++++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/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic

In this thought-provoking episode, we explore whether the current U.S. economy is more likely to echo the trends of the 1950s, the 1970s, or even the 1920s. Joined by Dan Bird, we delve into the significance of secular bull and bear markets and their implications for our financial future. We analyze current market trends, sector performances, and the impact of recent CPI and PPI data. Dan also shares his insights on potential market shifts and the importance of historical context in understanding today's economic landscape. [00:00] - Introduction to the discussion on whether the U.S. economy is repeating trends from the 1950s, 1970s, or 1920s. [00:37] - Dan Bird's perspective on current market trends compared to historical secular bull and bear markets. [01:46] - Explanation of secular bull and bear markets, highlighting their durations and impacts on market performance. [03:00] - Analysis of the current secular bull market and its expected continuation until 2029-2033. [05:29] - Discussion on the potential for stagflation and why Dan believes it's unlikely in the current secular bull market. [07:16] - Exploration of significant historical market events and their parallels to today's trends. [08:34] - Examination of recent CPI and PPI data and their implications for inflation and economic growth. [10:09] - Sector performance analysis, highlighting the dominance of technology and the underperformance of defensive sectors. [12:58] - Divergence in market signals from different financial analysis tools and their potential implications. [14:42] - Insight into short squeezes and the risks associated with trading highly volatile stocks like GameStop. Dan Bird's Website: For detailed market analysis and the weekly newsletter. Visit https://breakpointtrading.net Newsletter Signup: Access Dan Bird's free weekly newsletter for in-depth market insights. Sign up at https://breakpointtrading.net/newsletter CPI and PPI Economic Charts: Detailed breakdown of recent CPI and PPI data. Visit https://breakpointtrading.net/economic-charts Thank you for tuning in! If you enjoyed this episode, please rate, follow, share, and review the podcast. Your support helps us continue bringing valuable content to you. Don't forget to check out the links and resources mentioned, and join our community for more exclusive insights and opportunities. See you next time!