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The Digital CX Podcast
United States
เข้าร่วมเมื่อ 14 พ.ค. 2023
This podcast is for Customer Experience leaders and practitioners alike; focused on creating community and learning opportunities centered around the burgeoning world of Digital Customer Success.
Hosted by Alex Turkovic, each episode will feature real and in-depth interviews with fascinating people within and without the CS community. We'll cover a wide range of topics, all related to building and innovating your own digital CS practices. ...and of course generative AI will be discussed.
If you enjoy the show, please subscribe, follow, share and leave a review. For more information visit digitalcustomersuccess.com
Hosted by Alex Turkovic, each episode will feature real and in-depth interviews with fascinating people within and without the CS community. We'll cover a wide range of topics, all related to building and innovating your own digital CS practices. ...and of course generative AI will be discussed.
If you enjoy the show, please subscribe, follow, share and leave a review. For more information visit digitalcustomersuccess.com
From B2C to B2B: Simplicity is Key in Digital CS with Ed Powers | Episode 087
Ed Powers, Principal Consultant at Service Excellence Partners, discusses in depth the measurable impact of digital customer success on revenue retention and long-term loyalty. He and Alex discuss lessons from B2C industries, the importance of viewing the full customer journey, and how companies can embrace constant innovation to scale effectively while avoiding common mistakes in digital CX strategies.
Chapters:
00:00 - Intro
03:01 - 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: www.linkedin.com/in/ed-powers-ab5315/
+++++++++++++++++++++++++++
Like/Subscribe:
If you are getting value from the show, please 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: bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic: www.linkedin.com/in/alexturkovic/
Chapters:
00:00 - Intro
03:01 - 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: www.linkedin.com/in/ed-powers-ab5315/
+++++++++++++++++++++++++++
Like/Subscribe:
If you are getting value from the show, please 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: bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic: www.linkedin.com/in/alexturkovic/
มุมมอง: 24
วีดีโอ
Data Hygiene for Great Customer Experiences with Irwin Hipsman of Repetitos | Episode 086
มุมมอง 24วันที่ผ่านมา
To participate in Irwin's research project, go to 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, mana...
End Of Year Recap as Told by Google’s NotebookLM | Episode 085
มุมมอง 2414 วันที่ผ่านมา
Like/Subscribe: If you are getting value from the show, please 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 o...
Using Google's NotebookLM to Produce a Podcast and Summarize Docs | Episode 084
มุมมอง 10221 วันที่ผ่านมา
In 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 - Intro 07:21 - Using Goog...
Airtable’s Journey to Scalable Customer Success with Alison Barrett | Episode 083
มุมมอง 54หลายเดือนก่อน
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. Chap...
Pro Tips for Building a Better Digital CS Program with Marley Wagner | Episode 082
มุมมอง 109หลายเดือนก่อน
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 i...
Building Automations That Enhance Customer Experience with Samantha David of Monday.com | Ep. 081
มุมมอง 46หลายเดือนก่อน
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: 00:00:03 - Intro 00:03:36 - From New York hustle...
Where to Find Automation Opportunities to Improve Customer AND Employee Experience | Episode 080
มุมมอง 44หลายเดือนก่อน
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 th...
Digital Duct Tape: Leveraging AI to Solve CX Challenges with Scott Wilder | Episode 079
มุมมอง 32หลายเดือนก่อน
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: 00:00:00 -...
Lessons in CX Leadership and Strategy with CX Superwoman Nat Onions of Customer.io | Episode 078
มุมมอง 602 หลายเดือนก่อน
Lessons in CX Leadership and Strategy with CX Superwoman Nat Onions of Customer.io | Episode 078
Scaling Customer Education for Digital CS with Adam Avramescu of Personio & CELab Podcast | Ep 077
มุมมอง 522 หลายเดือนก่อน
Scaling Customer Education for Digital CS with Adam Avramescu of Personio & CELab Podcast | Ep 077
Enhancing CX with Targeted Campaigns...and LinkedIn Ads! | Kat Breeggemann of Automox | Episode 076
มุมมอง 282 หลายเดือนก่อน
Enhancing CX with Targeted Campaigns...and LinkedIn Ads! | Kat Breeggemann of Automox | Episode 076
Digital Customer Success Maturity Model Assessment Launch and Post Churn-In Q&A | Episode 075
มุมมอง 302 หลายเดือนก่อน
Digital Customer Success Maturity Model Assessment Launch and Post Churn-In Q&A | Episode 075
Scrappy Automations that Boost Customer Success ROI w/ Joe Di Grande | Episode 074
มุมมอง 1203 หลายเดือนก่อน
Scrappy Automations that Boost Customer Success ROI w/ Joe Di Grande | Episode 074
Inside the Build of 15Five's Digital CS Program w/ Natalia Andreeva & Kaelon Russell | Episode 073
มุมมอง 913 หลายเดือนก่อน
Inside the Build of 15Five's Digital CS Program w/ Natalia Andreeva & Kaelon Russell | Episode 073
Tattoos to Tech: Larissa Licha’s Mission to Bridge R&D and CS as CEO of Joyn | Episode 072
มุมมอง 953 หลายเดือนก่อน
Tattoos to Tech: Larissa Licha’s Mission to Bridge R&D and CS as CEO of Joyn | Episode 072
Inside Salesforce: Driving Customer Value with AI & Automation - Bernard Slowey, VP of DCS | Ep. 071
มุมมอง 943 หลายเดือนก่อน
Inside Salesforce: Driving Customer Value with AI & Automation - Bernard Slowey, VP of DCS | Ep. 071
Four Ways to Measure Your Digital Customer Success Program | Episode 070
มุมมอง 644 หลายเดือนก่อน
Four Ways to Measure Your Digital Customer Success Program | Episode 070
Humanizing Digital CS and Personal Branding with Bob Mathers | Episode 069
มุมมอง 664 หลายเดือนก่อน
Humanizing Digital CS and Personal Branding with Bob Mathers | Episode 069
Scale & Digital at Early Stage Startups w/ Mary Caballero | Episode 068
มุมมอง 714 หลายเดือนก่อน
Scale & Digital at Early Stage Startups w/ Mary Caballero | Episode 068
Transforming Slack into a Customer Support Hub with Joydeep Sen Sarma, CEO of Clearfeed.ai | Ep. 067
มุมมอง 634 หลายเดือนก่อน
Transforming Slack into a Customer Support Hub with Joydeep Sen Sarma, CEO of Clearfeed.ai | Ep. 067
Career Growth in Digital Customer Success with Jess Osborn of GoCardless | Episode 066
มุมมอง 364 หลายเดือนก่อน
Career Growth in Digital Customer Success with Jess Osborn of GoCardless | Episode 066
The Four Pillars of Digital Customer Success | Episode 065
มุมมอง 795 หลายเดือนก่อน
The Four Pillars of Digital Customer Success | Episode 065
AI Tooling to Drive Growth & Break Down Silos with Masha Kroll of Glowstick | Episode 064
มุมมอง 995 หลายเดือนก่อน
AI Tooling to Drive Growth & Break Down Silos with Masha Kroll of Glowstick | Episode 064
Modern Post-Sale Revenue Growth with Haydar Al-Saad of Revsetter | Episode 063
มุมมอง 445 หลายเดือนก่อน
Modern Post-Sale Revenue Growth with Haydar Al-Saad of Revsetter | Episode 063
Customer Education ROI for Revenue Growth with Greg Rose of Intellum | Episode 062
มุมมอง 525 หลายเดือนก่อน
Customer Education ROI for Revenue Growth with Greg Rose of Intellum | Episode 062
Future Proof Your Teams and Career with Rod Cherkas of HelloCCO | Episode 061
มุมมอง 426 หลายเดือนก่อน
Future Proof Your Teams and Career with Rod Cherkas of HelloCCO | Episode 061
Measuring Customer Health Without Telemetry and Combatting Imposter Syndrome | Episode 060
มุมมอง 416 หลายเดือนก่อน
Measuring Customer Health Without Telemetry and Combatting Imposter Syndrome | Episode 060
Digital Experiences through AI and Customer Education with Eric Mistry of Contentsquare | Ep. 059
มุมมอง 626 หลายเดือนก่อน
Digital Experiences through AI and Customer Education with Eric Mistry of Contentsquare | Ep. 059
Hospitality, Drawing from B2C and Rethinking the QBR with Aaron Thompson of SuccessCOACHING | Ep 058
มุมมอง 496 หลายเดือนก่อน
Hospitality, Drawing from B2C and Rethinking the QBR with Aaron Thompson of SuccessCOACHING | Ep 058
Very well explained good teacher
Glad you enjoyed it!
"Don't get married to a solution" 💯 Such a helpful advice for engineers esp in startups!
Absolutely! Always be evaluating the alternatives. 👏
How this doesnt have thousands of views is beyond me. Regardless, the insights shared here are incredibly valuable, thank you!
Glad it was helpful!
This was such a fun one! Thanks to Masha for such a great convo!
❤
Hi Alex, Love your message on today's episode.
Thanks Bayron!
What a get! Jay Nathan is the GOAT!
Goat of goats. 😜
Never knew about the potential 'Hubble' name. I like 'Update.' The name itself would've needed an update; the new telescope is the James Webb.
Webb.ai - doesn’t quite roll off the tongue. :)
There's plenty of ppl who are listening. Also is there a link to the conference?
You can find the show on all major podcast networks, or listen directly from the website: digitalcustomersuccess.com Thanks for listening!
@@digitalcustomersuccesspodcast I meant the digital conference you were referring to in June.
@brianmosesorg Yes! Sorry I misunderstood. Here you go! I'll add it in the show notes as well: bit.ly/scalecs-aturkovic
This was jam packed with great CS insights! Love the proposal for partially recorded/partially live training seminars.
Glad you enjoyed it! Annie has such great nuggets of info.
Jenelle, what a guest 👏 she is the best
She really is! :)
fantastic learning platform. great job!
Thank you 🤗
Good stuff as always, Alex!
Thx Dillon!
Such a fun conversation! Thanks @alexturkovic
So great to have you on! You dropped some knowledge bombs. :-)
Great conversation!
The brothers delivered!
Great conversation!
Ralph is incredible.
Great episode!!
So glad you liked it!!
This is a great, deeper dive into AI + CS, thanks Dickey and Alex.
Thanks Jeff!!
Thanks for having me on the show, Alex! I really enjoyed our conversation and hope others find it helpful on their Digital CS Journey!
It was so great having you in the show Ezra! Thanks for the knowledge you shared.
Interesting to hear Anita's story moving into the role. The key takeaway is using CS to add insights to the business aligned with other business leaders within the organization. Making insights on health be the CS product is interesting; like defining ICPs
Absolutely! Great comment. Providing value to the rest of the business via customer insights.
business intelligence is as much a cornerstone for risk, health and opportunities to improve and grow the relationship. Find out what they want to learn more about and be an advocate to provide expertise. the pay it forward helps in forecasting revenue to alignment to customer individual situation too. the value in role to revenue ratio is a challenge in our field. @@digitalcustomersuccesspodcast keep on, keeping on the conversation, love the podcast and guests are fun
I love your discussion here. I learned a lot from this.
So glad you did! Greg is a treasure trove.
Thank you for this insightful conversation. Criminally underrated podcast for all things CS! I would like to see an episode centered specifically around breaking into CS career as a CSM 😀
Love that idea and have a couple planned for next year that are career focused. Stay tuned!!!
This is amazing! No more to add.
Thanks! It was a fun one. ;-)
as an old white guy that likes to talk about CS, I thoroughly enjoyed
I like this episode. Very engaging and fun to watch/listen
It was a fun one to record and edit!
Another solid pod!
Thanks Seth!
Great conversation. Thank you both for the valuable insights 👏
Glad you enjoyed it!
A fellow Visalian as well! Great content!
Glad you liked it!