सर्वश्रेष्ठ Digital Customer Experience पॉडकास्टस (2024)

1
"Your First" Digital Customer Success Motions with Stijn "Stino" Smet of Whale | Episode 053 57:54

1d ago57:54

57:54

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 j…

1
State of the Industry and Promise of AI with Jeff Heckler | Episode 052 34:17

8d ago34:17

34:17

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 Cu…

1
Emotional Intelligence in Digital and Treating Customers Like Humans with Jenelle Friday | Episode 051 51:13

15d ago51:13

51:13

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:…

1
Celebrating 50 Episodes: Your Digital Customer Experience Questions Answered | Episode 050 32:15

22d ago32:15

32:15

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 Experi…

1
Customer Engagement with AI and Self-Service Strategies with Kari Ardalan of Qualtrics | Episode 049 40:11

29d ago40:11

40:11

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 c…

1
The Impact of SaaS Economics on CS (Plus Much More!) with Christine Raby | Episode 048 58:20

1M ago58:20

58:20

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 …

1
Digital Advice from a CS OG and Innovator with Irit Eizips of CSM Practice | Episode 047 50:18

1M ago50:18

50:18

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 st…

1
Sibling Synergy and Machine Learning in CS with Maarten and Michiel Doornenbal of Churned | Episode 046 39:43

2M ago39:43

39:43

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 ep…

1
Applying Common Sense to Digital Customer Experience with Rob Zambito of Success Scaled | Episode 045 55:18

2M ago55:18

55:18

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 gr…

1
Video Micro-Learning at Scale with Delores Cooper of Zendesk | Episode 044 37:42

2M ago37:42

37:42

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 ta…

1
The Power of Hyper-Personalized Content for Customer Success with Nik Mijic of Matik | Episode 043 36:39

2M ago36:39

36:39

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 ‘digi…

1
Customer Education and The Digital Journey with Erica Akroyd of Pendo | Episode 042 43:59

3M ago43:59

43:59

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. I…

1
Data Analysis and Service Recovery Philosophy with Lane Hart of Contentsquare | Episode 041 55:51

3M ago55:51

55:51

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 pap…

1
AI Driven Digital Customer Success in App Form w/ Dickey Singh of Cast.app | Episode 040 51:22

3M ago51:22

51:22

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 techno…

1
Cross Collaborating on the Customer Journey with James Lawson of River Consulting Group | Episode 039 52:07

3M ago52:07

52:07

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…

1
Tearing Down PLG & SLG Walls in Digital CX with Dee Kapila of Miro | Episode 038 49:36

3M ago49:36

49:36

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 th…

1
Driving Community & Scale at LinkedIn with Ezra Zimbler of LinkedIn | Episode 37 45:00

4M ago45:00

45:00

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 com…

1
Hiring for Digital CS and the State of the Job Market with Sara Roberts of Bayview Talent | Episode 36 55:29

4M ago55:29

55:29

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, …

1
Diversifying and Digitizing Customer Success with Annie Dean of RecastSuccess | Episode 035 50:47

4M ago50:47

50:47

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…

1
Short Form Content & Human Language in Digital Customer Success with Anika Zubair of Griffin | Episode 034 55:11

4M ago55:11

55:11

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:715278084864…

1
Elevating CS Within Your Organization with Anita Toth | Episode 033 57:22

4M ago57:22

57:22

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:715278084864…

1
Digital Customer Success with and Engineering Mindset with Bhavika Kochhar | Episode 032 36:36

5M ago36:36

36:36

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 w…

1
How Digital Fuels the Post-Sale Journey at Demandbase with Alyssa Opella | Episode 031 55:36

5M ago55:36

55:36

In the intro to this week's episode, I briefly touch upon a new resource that is available to you via the website: The Digital Customer Success Tech Stack. In short, this is a collection of applications that a myriad of digital CS and Ops pros are using to execute on their digital strategies. Check it out here: https://digitalcustomersuccess.com/te…

1
Building Community in Digital Customer Success with Marie Lunney | Episode 030 45:03

5M ago45:03

45:03

Marie Lunney joins us this week in a whirlwind conversation in which we cover a lot of ground. Not only is she a seasoned digital CS leader, including her current role at Top Employers Institute, but she's also founder of the DCS Connect Slack community. In this fun filled 45 minutes, Marie and I dig into: Digital CS before it was called DCS Cross-…

1
Putting Humanity Back Into Digital Customer Success with Jon Johnson of UserTesting | Episode 029 1:12:19

6M ago1:12:19

1:12:19

Jon Johnson is an incredible human. You've likely heard of him as part of the Unchurned BS & CS podcast series in which he shares some of his incredible background and upbringing on a recent episode. Not only is Jon an incredible CS leader, he is also a fantastic musician and writer, which are both topics we discuss as part of our conversation. I h…

1
Digital Customer Success, Music & Banter with Jeff Kushmerek of Infinite Renewals | Episode 028 59:08

6M ago59:08

59:08

Jeff Kushmerek of Infinite Renewals has to be one of the most dynamic and fun people in our amazing CS community. His contributions are immense via his generosity, amazing content and overall attitude towards CS. You might also see him as one of the most musically active members of the community. While we do start with a fun 'this or that' activity…

1
Scaling Customer Success the Totango Way with Chris Dishman | Episode 027 46:48

6M ago46:48

46:48

I absolutely love interviewing guests who are deeply embedded and leading CS teams for companies that primarily serve the Customer Success community. That is why this week's chat with Chris Dishman of Totango was such a joy! It goes without saying that not only does Chris' team run a stellar customer success program, but they also advise clients on…

1
Customer Value Led Growth in Digital CS with Markus Rentsch of Remark-Able | Episode 026 51:27

6M ago51:27

51:27

This week, I had the pleasure of speaking with Markus Rentsch, CEO of Remark-able, where he spends his time consulting and building products to help CS orgs navigate Customer Value Led Growth initiatives. Markus and I share some commonalities, the first of which is that we are both native German speakers and are from the Vienna area - though admitt…

1
Driving Customer Outcomes at Scale with CS Legend Greg Daines (a.k.a The Churn Doctor) of ChurnRX | Episode 025 54:26

7M ago54:26

54:26

In what is probably the most quotable episode of the podcast yet, Greg Daines drops some INCREDIBLE knowledge on the root causes of churn and how digital customer success programs are pivotal in driving long-term retention. How? By driving consistent Customer Results and addressing the variability inherent in changing customer behaviors. As you wil…

1
Driving Hybrid Customer Success Through Orchestrated Onboarding with Donna Weber | Episode 024 49:36

7M ago49:36

49:36

In this episode, I was privileged to be able to sit down with Donna Weber, who literally wrote the book on Onboarding (called Onboarding Matters). The book itself is a fantastic resource for leaders and ICs alike and is aimed at driving a consistent language within an org to ensure that everyone is working together towards positive onboarding outco…

1
One of the Digital CS Originals: It’s Lane Holt of Gainsight! | Episode 023 49:23

7M ago49:23

49:23

As mentioned at the start of this episode, our CS friend Mickey Powell and his family are experiencing hardship with the loss of a mother and brother in very short succession. If you'd like to help: Engage with Mickey Powell's LinkedIn Post: https://www.linkedin.com/feed/update/urn:li:activity:7122633026576031744/ GoFundMe to support his dad throug…

1
Digital Customer Success, AI, Podcasting & Fun with Dillon Young of the Lifetime Value Podcast | Episode 022 1:02:04

7M ago1:02:04

1:02:04

As a neutral podcast host, I am not supposed to pick favorites...so I won't. But if I did - this conversation with Dillon Young ( Lifetime Value Podcast) would rank among my favorites because it combines great insights, a lot of fun and some shared background/experiences into one lovely package. Yes, there is some fun banter in the episode (you're …

1
Digital Customer Success, Laughs & Banter with the Incredible Kristi Faltorusso of Client Success | Episode 021 52:26

7M ago52:26

52:26

Wow - what a fun one we have for you today. Kristi Faltorusso certainly needs no introduction. Aside from her resume being a mile long, she currently leads customer teams at Client Success AND runs her own consultancy. But what I like most about Kristi is her massive contributions to the CS community and the fact that she's not shy about sharing he…

1
How Employee Satisfaction Drives Customer Success with Alyssa Nolte of LIFT | Episode 020 39:36

7M ago39:36

39:36

Ever wondered how the happiness of your employees could directly impact the success of your customers? Join us as we sit down with Alyssa Nolte of LIFT, a leading provider in the Customer Success (CS) community, to explore this fascinating interplay. Together, we journey through CS fundamentals in the digital realm, investigating key elements like …

1
Installing a Digital Customer Success Program Into an Existing CS Function with Kailey Killoran at Loopio | Episode 019 49:44

8M ago49:44

49:44

A lot of us would like to be a 'fly on the wall' as someone tackles installing a new function into an existing org. In this episode, Kailey Killoran of Loopio will give us just that: a glimpse into her journey of building Loopio's scaled customer success program. This episode is jam packed as we get into all sorts of topics including: Kailey's love…

1
Iterating Your Way to Digital Customer Success Maturity with Aaron Hatton from Gainsight | Episode 018 46:20

8M ago46:20

46:20

Get ready for an enlightening conversation as we sit down to converse with Aaron Hatton, Digital Customer Success Program Manager at Gainsight. With his vast experience and technical background, Aaron unpacks the intricacies of data, user self-identification, the growth mindset, and much more, giving you invaluable insights into Gainsight's own dig…

1
Elevating Customer Success Through Accessibility with Alex Farmer of Nezasa and Customer Success Excellence Awards | Episode 017 1:01:33

8M ago1:01:33

1:01:33

I'm thrilled to bring you a vibrant conversation with Alex Farmer, the founder of the Customer Success Excellence Awards and Chief Customer Officer at Nezasa. He brings a wealth of knowledge from the frontlines of various customer-facing role experience, particularly in the startup realm. Through our rich discussion, we explore how to personalize y…

1
Building a CS Ops Function Around Clean Data and Automations with Michael Bojanski of Learn to Win | Episode 016 39:57

8M ago39:57

39:57

Join us for a compelling discussion with Michael Bojanski, Director of Customer Success Operations and Support at Learn to Win and recent winner at the Customer Success Excellence Awards. Michael’s insights draw from a diverse career journey, ranging from pre-med study abroad and an MBA, to Amazon fulfillment centers and various Operations & Market…

1
Data-Driven Decision Making in Digital Customer Success with Dan Ennis of Monday.com | Episode 015 46:15

8M ago46:15

46:15

Dan Ennis of Monday.com, a seasoned expert in the CS community and Monday.com's own digital ace joins us this week. Dan gives us a guided tour of his career journey, transitioning from roots in customer service call centers to account management, and finally, the realm of CS. His insights offer us a fresh perspective on handling different contact p…

1
Digital Customer Success from a CS Operations Perspective with Matthew Lind | Episode 014 55:33

9M ago55:33

55:33

It has become quite apparent in recent years that a solid Digital Customer Success program relies heavily on a solid CS Operations function. Join me, Alex Turkovic, in a riveting conversation with Matthew Lind, a Gainsight expert and operations leader, known for his unique approach to solving complex CS problems. As we kick off, we examine the evol…

1
Revolutionizing Digital Customer Experience with Micro-Learning and Ed-Tech with Jen Jackson of Litmos | Episode 013 44:35

9M ago44:35

44:35

This week I spoke with Jen Jackson, a stellar customer experience leader at Litmos with a rich history in support & CS leadership. In our discussion, she delves into the world of micro-learning, the power of support metrics, and the vital role data insights play in shaping up customer success. Discover how Jen is revolutionizing customer experience…

1
Nick Mehta and Kellie Capote of Gainsight on Digital Customer Success, the State of CS & Diversity in Tech | Episode 012 55:07

9M ago55:07

55:07

Immerse yourself in an enlightening conversation with the dynamic duo, Kellie Capote and Nick Mehta, CCO and CEO (respectively) of Gainsight! Discover the unique blend of cross-functional relationships and a growth mindset that has driven Kellie's fascinating career trajectory. Get an exclusive peek into Nick's rise from a bio chemistry major to wh…

1
Taking Innovation and Generative AI from Buzzword to Practical with Simon Kriss of the Customer Innovation Experience Institute | Episode 011 39:32

9M ago39:32

39:32

Simon Kriss, author of "The AI Empowered Customer Experience" and CX Futurologist joins me this week for an in-depth conversation about the mindset that it takes to be truly innovative, use cases for Gen AI in CX, among other topics. It's a fascinating glimpse into how he advises the many boards and c-suite execs on how to truly innovate and craft …

1
Joel Passen of Sturdy.ai on Delivering Value with Clean Data and Being All-in on AI Before It Was Cool | Episode 010 46:33

10M ago46:33

46:33

Joel Passen might not be your go-to guest for a Customer Success podcast as he has spent the majority of his career leading revenue teams. But after just a few minutes of discussion, you quickly realize that Joel intimately understands what it takes to deliver on the customer journey and value outcomes for customers post-sale. In this episode, we d…

1
SPECIAL EPISODE - BS & CS Crew: Kristi Faltorusso, Jon Johnson, Josh Schachter & Mickey Powell | Episode 009 51:52

10M ago51:52

51:52

OK - this one was extra fun! In this special episode of the show, I had the pleasure of hosting the amazing BS & CS Crew from the Unchurned podcast: Kristi Faltorusso (ClientSuccess), Jon Johnson (UserTesting), Josh Schachter (UpdateAI) & Mickey Powell (UpdateAI). Needless to say, we had a lot of fun waxing poetic about Digital Customer Success and…

1
Operating Digitally in an On-Prem Environment with Stacie Chaney of | Episode 008 38:10

10M ago38:10

38:10

There is a small but mighty bunch of customer success leaders who are tasked with operating a Digital Customer Success program within the confines of an on-prem software product - and Stacie Chaney of VMware and I happen to be two of them! So of course we talk about that in this episode and Stacie provides some amazing insight and tactics from her …

1
Creating Culture Around Effective Customer Success w/ Ralphie English of Deepgram & Radical CS | Episode 007 41:42

10M ago41:42

41:42

It's easy to see why Ralphie English received the 2023 Customer Success Leader of the Year award at the Customer Success Excellence Award once you spend even a little bit of time with her. Not only is she an innovator in the digital CS space, having built a lot of creative engagement strategies for Deepgram customers, but she's also a fantastic lea…

1
Jan Young of JanYoungCX and The Success League | Episode 006 57:52

10M ago57:52

57:52

You've likely seen Jan Young in various Customer Success communities such as the CS Office Hours and Rev Room. Most recently, she has launched JanYoungCX, providing courses, coaching & consulting in customer led growth. Her contributions to the CS community are numerous and always valuable, which is why I was so delighted to have her on the show! I…

1
Jeff Breunsbach from Gain Grow Retain and Higher Logic | Episode 005 48:48

11M ago48:48

48:48

I thoroughly enjoyed my conversation with Jeff in this week's episode. Most of you will probably know him from Gain Grow Retain and his constant presence on LinkedIn. I was excited for this interview as Jeff has talked with so many amazing CS leaders and as such, has had his finger on the pulse for quite a few years now. In this episode, Jeff and I…

1
Building Effective Customer Scorecards with Jeff Beaumont of GitLab | Episode 004 52:17

11M ago52:17

52:17

If deep intel on how to develop a Customer Scorecard is what you want, then this interview with Jeff Beaumont will deliver! Jeff is someone who has spent a lot of cycles thinking critically about the topic of health scores and digital CS in general...we are the lucky ones who benefit from the knowledge he's attained. In this episode, Jeff and I dis…

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Digital Customer Experience पॉडकास्टस

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