The Digital CX Podcast

?? NEW EPISODE: Start Where You Are: Small Steps to Success with Justin Neal | Episode 95 ?? 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. In this episode, we talk about: 03:11 - 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… Watch:?https://lnkd.in/g2rZq4Dh Listen:?https://lnkd.in/g9juxqTT

?? NEW EPISODE: Inside Fullstory’s Approach to In-App Engagement with Talia Root and Brent Hildebrand | Episode 092 ?? 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: - Intro - Talia’s journey from retail to digital success? - Brent’s path from sales to digital CX? - Scale vs. digital: What’s the difference?? - The push for in-app engagement? - Choosing what to build first? - Measuring success: Metrics that matter? - Balancing in-app and email engagement? - What makes a great program manager?? - Digital wins (and fails) in the wild? - Shoutouts to digital leaders Enjoy! I know I sure did… (Links in the Comments)

?? NEW EPISODE: Handwritten Notes as a CX Strategy to Surprise & Delight with David Wachs of Handwrytten | Episode 091 ?? 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: - Why handwritten notes still matter? - Introducing David Wachs of Handwritten? - How robots write handwritten notes? - Scaling personalization with automation? - The power of thank-you notes in business? - Inside Handwrytten’s robot-powered facility? - Handwritten notes as a CS game-changer? - Turning complaints into superfans? - How handwritten notes surprise and delight? - Common mistakes to avoid with automation? - The role of data in personalized outreach Enjoy! I know I sure did… (Links in the Comments)

?? NEW EPISODE: Current State of AI in CS and Introducing MondAI CS with Michael Forney | Episode 089 ?? This 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 journeys Enjoy! I know I sure did... (Links in the Comments)

?? NEW EPISODE: Digital CS and the Job Market with the Return of Dillon Young of Lifetime Value Media | Episode 088 ?? Dillon Young, founder of Lifetime Value, 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. In this episode, we talk about: - 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 Media Enjoy! I know I sure did… Links in the Comments!

?? NEW EPISODE: 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: - Early career lessons at HP? - Transitioning from hospitality to tech? - The bridge between B2C and B2B CX? - CS impact on revenue retention? - Why exit interviews matter? - Seeing the customer's true journey? - Simplifying scale: Peloton and Ben & Jerry's? - Root causes vs. symptoms in digital motions? - Constant innovation and experimentation Enjoy! I know I sure did… (Links in the Comments!)

?? NEW EPISODE: Data Hygiene for Great Customer Experiences with Irwin Hipsman of Repetitos | Episode 086 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. In this episode we talked about: - Digital CS maturity and predictive insights - Account vs. individual health scores - The basics of customer database health - Challenges in tracking customer movement - Irwin’s path from radio to digital - Misaligned languages among teams - What digital CS should strive for - Prioritizing data cleanup - Tracking champions who leave - Keeping data hygiene ongoing - Segmentation errors and blunders Enjoy! I know I sure did… Links in the Comments

?? NEW SOLO EPISODE: Using Google's NotebookLM to Produce a Podcast and Summarize Docs | Episode 084 ?? 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! Special shoutout to Marley Wagner and Bob London who did this LIVE at Zero-In. Enjoy! I know I sure did... https://lnkd.in/gG3v9zTZ

?? NEW EPISODE: Airtable’s Journey to Scalable Customer Success with Alison Barrett ?? 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. In this episode we talk about: - Early career: From Deloitte to startup life - Mixpanel & the rise of product analytics - Slack's champion program: Fostering in-house advocates - Scaling CS: Operations, tools and voice of customer - Airtable ambassador program & NDR success story - Building AI use cases in CS with Airtable - Creating a scalable customer education ecosystem - Prioritizing quick wins & standardizing playbooks - The power of cross-functional collaboration - Empowering teams through mission & vision clarity - Capturing executive alignment with walking decks Enjoy! I know I sure did... Links in the Comments

?? NEW EPISODE: Pro Tips for Building a Better Digital CS Program with Marley Wagner | Episode 082 ?? Marley Wagner, a seasoned expert in marketing and customer success, joins the podcast to explore the intersection of digital customer success and cross-functional collaboration. She and Alex discuss strategies for leveraging automation, transforming QBRs, and reimagining customer engagement through data-driven digital programs, all while highlighting the critical link between marketing and CS in driving growth and retention. Chapters: - From Minnesota to Colorado - Marketing meets customer success - Where digital CS fits within the org - The secret to digital CS success: collaboration - Building digital customer programs - Digital as a strategy AND a segment - Measuring digital CS programs effectively - Fixing what's broken in digital motions - B2C lessons for B2B automation - Transforming QBRs with automation - Reimagining executive and customer engagement Enjoy! I know I sure did… Links in the Comments