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

Jay Nathan is the co-founder of GrowthCurve.io, Chief Customer Officer at Churnkey, and one of the most respected voices in the customer success community.  He joins Alex as they explore Jay’s early career as a software engineer, the integration of AI with other digital tools, and navigating the economic landscape of SaaS. Chapters: 00:02:28 - Introducing Jay Nathan 00:04:44 - A background in soft...

In this, my second solo episode - I wanted to spend some time trying to demystify Generative AI for CSMs and CS leaders alike. According to statistics, only 25% of CS workers utilize AI in the workplace on a regular basis, which I think is WAY too low - especially considering how stretched thin most CSMs really are. So - in this episode, we focus on proper prompting, a few tools that exist out the...

Matik's Scale + CS Virtual Conference: https://bit.ly/scalecs-aturkovic Josh Schachter is the Founder and CEO of UpdateAI , the conversation intelligence tool built specifically for the customer success profession.  He sits down with Alex to talk product management, the unorthodox genesis of UpdateAI, and, of course, artificial intelligence itself. Key topics: 00:00 - Introduction 02:50 - Jos...

Matik's Scale + CS Virtual Conference: https://bit.ly/scalecs-aturkovic In this special edition, Alex sits down with Stijn "Stino" Smet , Head of Customer Success at Whale.io , the host of *two* customer success podcasts, and all-around loose cannon.  He joins Alex (in his studio!) for a very special joint episode of their podcasts to discuss career journeys, getting started with a...

Link to Matik's Scale + CS Virtual Conference: https://bit.ly/scalecs-aturkovic . Today, I'm joined by Jeff Heckler - a CS veteran with a lot of wisdom to share around the state of the industry, the AI tools with the most promise, and Slack overwhelm. In this episode, we cover a wide variety of topics, including: 00:00:00 - Welcome To The Digital Customer Experience Podcast 00:01:31 - Jo...

Jenelle Friday of Forecastable and the Customer Success Collective’s “CS Leader of the Year” for 2023 is someone who is easily liked.  She's hyper-in tune with what makes people tick, and is even the author of her own framework on emotional intelligence in customer success. In this wonderful chat, we talk about: 00:00 - Caring for your customers 02:27 - Being Authentic in Customer Success 04:...

As we pop the champagne on our 50th show, a heartfelt thank you is in order for every listener & guest who's joined me on this wild ride through the evolving world of digital customer interactions. It's a transformational moment for the show as we shift from focusing on 'Digital Customer Success' to encompassing the broader 'Digital Customer Experience', ensuring...

Kari Ardalan of Qualtrics is a staple in the CS community and has been leading scaled motions for YEARS - which is sometime that not a lot of people can say. She also sits on Gainsight's Digital Advisory Board - so yeah, she's qualified to talk about this stuff. :-) In this fantastic conversation, we talk about: Building digital first with humans coming in off of the back of those motion...

Christine Raby , Founder of DeliverDelight , brings the heat in this episode where we cover off a very wide range of topics - some CS related and some non-CS related. Christine's background is absolutely fascinating and I've been a fan of her presence both on LinkedIn and TikTok for quite some time now.  This episode is full of practical examples and advice for both ICs and leaders alike...

Irit Eizips has been in and around CS for a long time. From being in on the ground floor at Gainsight to running her very successful consultancy, she has been a staple in the CS community and consistently produces fantastic content that we all benefit from!  In this episode, we get into:  Irit’s days at the early-stage Gainsight and the culture of startups Her home in consulting (CSM Practice) vs....

Maarten & Michiel Doornenbal are not only brothers, but also co-founders of Churned ! They join me this week for a fantastic conversation about the platform they've built, AI, scorecards and more!  Unfortunately, my audio/video didn't record - so you'll here me narrating the episode - but it's kind of fun to switch formats up here an there.  In the episode, we talk about: T...

Invariably, when you speak to someone in CS about Rob Zambito, the first comment that almost always comes back is, " He's a good guy".  ...and I couldn't agree more. I wouldn't say that I've known Rob for a very long - but the time we've spent both on Zoom and in-person has always been extremely high-quality, funny, impactful, personal and full of great questions...

Not only does Delores Cooper of Zendesk have a pretty amazing back story, she's also doing some pretty amazing things with a small and scrappy team at Zendesk. Short form video has become an increasingly popular medium for distribution of content and Zendesk is utilizing this as part of their digital enablement strategy. In this conversation, we talk about:  Delores' entry into tech from...

Nik Mijic , co-founder of Matik comes to us this week with not only a fascinating back-story, but some great CS-related content as we discuss a wide variety of very timely and important topics.  In this episode, we talk about: How Matik automates the creation of content with personalized data, primarily for CS and Sales The current state of the ‘digital business review’ A good understanding of you...

I always love talking with people who work within companies that serve the CS community, and this one is no different. Erica was a fantastic guest to have on the show, partly because of the myriad of roles she's played at the company but also because she has done and is doing some pretty cool things in the realm of digital and customer education. In this fascinating conversation we talk about...

Lane Hart of Contentsquare brings to CS a no nonesense approach to ensuring the renewal via strong data analysis combined with a very human approach of customer engagement. He has taken lessons learned from his years in management consulting at IBM forward into a rocketship trajectory in CS at Heap - now Contentsquare.  Be sure to grab a pen and paper for this one as we talk about: Scaling the Hea...

Dickey Singh , CEO of Cast joins us this week for a bonus episode in which we discover his fascinating journey from a long line of engineering leadership roles to today, where he's leading the charge of AI in CS.  We discuss at length what he and his team at Cast.app are doing to help revolutionize digital CS and what the future of all of this technology looks like. Topics covered include: Di...

James Lawson of River Consultancy Group joins us this week in a fun conversation that spans a wide range of topics including a growing sentiment among CS leaders that contributions to the customer journey should be cross collaborative in nature.  James is the founder of River Consultancy Group and currently serves as CCO at key Computer Applications Ltd. It is this along with his long history in C...

Today's discussion with Dee Kapila is a fascinating insight into the world of building innovative digital programs within a very well known and broadly used organization, Miro. As Global Head of Scaled Customer Experience, Dee leads both digital and customer education functions. Her talk last year at Pulse on having SLG & PLG work in harmony for the benefit of the customer journey was fas...

Ezra Zimbler is a long time LinkedIn team member, currently based in Dublin who is driving some really great initiatives and customer facing teams. He's a diversity & equity champion within the halls of LinkedIn as well as without. This is definitely a topic of conversation in this episode, along with LinkedIn's efforts around building customer community and how the teams are structu...

Sara Roberts ( Bayview Talent and host of Success Unscripted ) may not immediately jump out to you as an obvious guest of this podcast. No, she doesn't run a digital CS function nor does she have a rich history in CS. What she does have is her finger on the pulse for growing and scaling CS teams as that is her recruiting agency's specialty. As such, it was a great opportunity to talk abo...

Reminder! Enter for a Gold Pass to the CS Festival in Austin: Leave a review the podcast and send a quick screenshot to alex@digitalcustomersuccess.com Go to this LinkedIn post and Like it: https://www.linkedin.com/feed/update/urn:li:activity:7152780848642068480 Leave a comment on that same post. Easy! Today's Guest Annie Dean of RecastSuccess is a TRUE CS veteran and is one of those rare ind...

Enter the contest for a Gold Pass ($1300 value!) to the Customer Success Festival in Austin (Feb 13 & 14, 2024) by following these steps: Review the podcast on your platform of choice and send a quick screenshot to alex@digitalcustomersuccess.com Go to this LinkedIn post and Like it: https://www.linkedin.com/feed/update/urn:li:activity:7152780848642068480 Leave a comment on that same post abou...

Enter the contest for a Gold Pass ($1300 value!) to the Customer Success Festival in Austin (Feb 13 & 14, 2024) by following these steps: Review the podcast on your platform of choice and send a quick screenshot to alex@digitalcustomersuccess.com Go to this LinkedIn post and Like it: https://www.linkedin.com/feed/update/urn:li:activity:7152780848642068480 Leave a comment on that same post abou...

Bhavika Kochhar is one of those amazing individuals that does an incredible amount of service to the CS community and seemingly eats, sleeps & breaths customer success. She's been in the trenches as a CSM and is now pursuing her Masters in Engineering Management, where she is focused on pulling technical prowess into CS. I loved this conversation with Bhavika because she provided a lot of...