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

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

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Nội dung được cung cấp bởi Alex Turkovic. Tất cả nội dung podcast bao gồm các tập, đồ họa và mô tả podcast đều được Alex Turkovic hoặc đối tác nền tảng podcast của họ tải lên và cung cấp trực tiếp. Nếu bạn cho rằng ai đó đang sử dụng tác phẩm có bản quyền của bạn mà không có sự cho phép của bạn, bạn có thể làm theo quy trình được nêu ở đây https://vi.player.fm/legal.

Action Academy | Replace The Job You Hate With A Life You Love

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How To Replace A $100,000+ Salary Within 6 MONTHS Through Buying A Small Business w/ Alex Kamenca & Carley Mitus 57:50

cách đây 52 weeks trước57:50

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Thích

Đã thích

57:50

Alex (@alex_kamenca) and Carley (@carleymitus) are both members of our Action Academy Community that purchased TWO small businesses last thursday! Want To Quit Your Job In The Next 6-18 Months Through Buying Commercial Real Estate & Small Businesses? 👔🏝️ Schedule A Free 15 Minute Coaching Call With Our Team Here To Get "Unstuck" Want to know which investment strategy is best for you? Take our Free Asset-Selection Quiz Check Out Our Bestselling Book : From Passive To Passionate : How To Quit Your Job - Grow Your Wealth - And Turn Your Passions Into Profits Want A Free $100k+ Side Hustle Guide ? Follow Me As I Travel & Build: IG @brianluebben ActionAcademy.com…

cách đây khoảng một năm trước 54:04

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Chapters:
00:00 - Intro
03:06 - 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/

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/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com

Chương

1. Pro Tips for Building a Better Digital CS Program with Marley Wagner | Episode 082 (00:00:00)

2. Exploring Digital Customer Experience (00:00:33)

3. Digital Customer Success Collaboration and Strategy (00:11:08)

4. Measuring and Analyzing Digital Success (00:26:19)

5. Revolutionizing Customer Success With Automation (00:40:14)

97 tập

#MBA #Careers #Business #Alex Turkovic #Digital Customer Success #Customer Effort Score #Customer Health Score #Gainsight #Customer Retention #Churn #Customer Success #Nps #Scaled Customer Success #Scaled Cs #Digital Customer Experience #Customer Experience #Generative AI

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

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

published cách đây khoảng một năm trước

Chia sẻ

MP3•Trang chủ episode

Enjoy! I know I sure did…

Marley's Linkedin: https://www.linkedin.com/in/marleywagner/

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

Chương

1. Pro Tips for Building a Better Digital CS Program with Marley Wagner | Episode 082 (00:00:00)

2. Exploring Digital Customer Experience (00:00:33)

3. Digital Customer Success Collaboration and Strategy (00:11:08)

4. Measuring and Analyzing Digital Success (00:26:19)

5. Revolutionizing Customer Success With Automation (00:40:14)

97 tập

Tất cả các tập

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

1
The Art of Collaboration in Digital CS with Holly Goodliffe | Episode 096 36:53

cách đây 22 ngày trước36:53

36:53

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/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…

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

1
Start Where You Are: Small Steps to Success with Justin Neal | Episode 95 33:43

cách đây 6 weeks trước33:43

33:43

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 - Intro 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… 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/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…

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

1
Turning Written Customer Feedback into Meaningful Action for Your Brand | Episode 094 19:22

cách đây 8 weeks trước19:22

19:22

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 - Intro 01:58 - Responding to survey responses in a meaningful way 03:39 - The written feedback is the gold 04:25 - Ideas for responding to written feedback 07:32 - Exec vs. User NPS 09:48 - What good looks like 13:15 - It’s operationally difficult, but worth it 14:33 - Actually responding to your survey respondents can differentiate you 14:56 - 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/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…

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

1
Back to Basics: The Art of the Renewal Flow | Episode 093 28:41

cách đây 9 weeks trước28:41

28:41

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 digital 05:18 - Digital automation should support the human, not the other way around 07:28 - Showing my work: Pre-renewal flow 12:10 - Design these flows WITH your teams - not in a bubble 13:05 - The renewal flow 18:34 - Is it overkill? 21:10 - What I don’t like about the flow - future expansion 22:05 - Let your customers choose how they want to be communicated with 24:00 - Submit your own work for the show ! Alex@digitalcustomersuccess.com Enjoy! 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/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…

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

1
Inside Fullstory’s Approach to In-App Engagement with Talia Root and Brent Hildebrand | Episode 092 41:59

cách đây 10 weeks trước41:59

41:59

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 - Intro 04:18 - 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/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…

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

1
Handwritten Notes as a CX Strategy to Surprise & Delight with David Wachs of Handwrytten | Episode 091 35:46

cách đây 11 weeks trước35:46

35:46

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/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…

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

1
Transforming Customer Experience with AI-Driven Chatbots and Productivity Tools | Episode 090 29:18

cách đây 12 weeks trước29:18

29:18

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 - Intro 02:42 - 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 configurations 17:03 - A.I. Chatbots 18:03 - Google’s NotebookLM use cases 20:35 - 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/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…

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

1
Current State of AI in CS and Introducing MondAI CS with Michael Forney | Episode 089 46:16

cách đây 13 weeks trước46:16

46:16

Customer Success Summit in Austin on February 11th & 12th: https://events.customersuccesscollective.com/location/austin 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... Follow Michael's Podcast MondAI CS here: https://open.spotify.com/show/497aLePSmsVJs1mMwn5dSL Michael's LinkedIn: https://www.linkedin.com/in/michael-forney/ 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/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…

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

1
Digital CS and the Job Market with the Return of Dillon Young of Lifetime Value Media | Episode 088 49:39

cách đây 14 weeks trước49:39

49:39

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 Media Enjoy! I know I sure did… Dillon's Linkedin: https://www.linkedin/com/in/dillonryoung 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/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…

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

1
From B2C to B2B: Simplicity is Key in Digital CS with Ed Powers | Episode 087 49:55

cách đây 15 weeks trước49:55

49:55

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: https://www.linkedin.com/in/ed-powers-ab5315/ 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/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…

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

1
Data Hygiene for Great Customer Experiences with Irwin Hipsman of Repetitos | Episode 086 49:55

cách đây 16 weeks trước49:55

49:55

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 for 21:47 - Prioritizing data cleanup 28:16 - Tracking champions who leave 32:12 - Keeping data hygiene ongoing 36:11 - Segmentation errors and blunders Enjoy! I know I sure did… Irwin's Linkedin: https://www.linkedin.com/in/irwinhipsman/ Repetitos: https://repetitos.com/ 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/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…

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

1
End Of Year Recap as Told by Google’s NotebookLM | Episode 085 11:29

cách đây 17 weeks trước11:29

11:29

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/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…

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

1
Using Google's NotebookLM to Produce a Podcast and Summarize Docs | Episode 084 27:19

cách đây 18 weeks trước27:19

27:19

Link to this episode on YouTube: https://youtu.be/23MrFuVuMmg 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 Google's NotebookLM Shoutout to Marley Wagner and Bob London who did this LIVE at ChurnZero. 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/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…

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

1
Airtable’s Journey to Scalable Customer Success with Alison Barrett | Episode 083 59:37

cách đây 19 weeks trước59:37

59:37

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 - Intro 05:43 - Early career: From Deloitte to startup life 06:32 - Mixpanel & the rise of product analytics 09:06 - Slack's champion program: Fostering in-house advocates 12:29 - Scaling CS: Operations, tools and voice of customer 18:16 - Airtable ambassador program & NDR success story 21:55 - Building AI use cases in CS with Airtable 30:29 - Creating a scalable customer education ecosystem 36:15 - Prioritizing quick wins & standardizing playbooks 37:28 - The power of cross-functional collaboration 41:52 - Empowering teams through mission & vision clarity 45:59 - Capturing executive alignment with walking decks Enjoy! I know I sure did... Alison's LinkedIn: https://www.linkedin.com/in/alison-barrett-cs/ 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/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…

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

1
Pro Tips for Building a Better Digital CS Program with Marley Wagner | Episode 082 54:04

cách đây 20 weeks trước54:04

54:04

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 - Intro 03:06 - 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/ 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/dcsp Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic 🎬 This content was edited by Lifetime Value Media. Learn more at: https://www.lifetimevaluemedia.com…

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The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I. « » Pro Tips for Building a Better Digital CS Program with Marley Wagner | Episode 082

Chương

1. Pro Tips for Building a Better Digital CS Program with Marley Wagner | Episode 082 (00:00:00)

2. Exploring Digital Customer Experience (00:00:33)

3. Digital Customer Success Collaboration and Strategy (00:11:08)

4. Measuring and Analyzing Digital Success (00:26:19)

5. Revolutionizing Customer Success With Automation (00:40:14)

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

Chương

1. Pro Tips for Building a Better Digital CS Program with Marley Wagner | Episode 082 (00:00:00)

2. Exploring Digital Customer Experience (00:00:33)

3. Digital Customer Success Collaboration and Strategy (00:11:08)

4. Measuring and Analyzing Digital Success (00:26:19)

5. Revolutionizing Customer Success With Automation (00:40:14)

Podcast đáng để nghe

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

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The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I. « »
Pro Tips for Building a Better Digital CS Program with Marley Wagner | Episode 082