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.

Alex Turkovic

100 episodes

1 week ago

In Episode 99, I do something a little different: I take you behind the scenes as I use ChatGPT in voice mode to design a real automation from start to finish. The goal? Build an internal chatbot for product and engineering that’s trained on CX call transcripts stored in Gong, so teams can ask targeted questions (“What’s frustrating customers in Module X?”) and get instant, concise answers with deep links back to the exact call moments. You’ll hear how I frame the problem, push the model to a...

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In Episode 99, I do something a little different: I take you behind the scenes as I use ChatGPT in voice mode to design a real automation from start to finish. The goal? Build an internal chatbot for product and engineering that’s trained on CX call transcripts stored in Gong, so teams can ask targeted questions (“What’s frustrating customers in Module X?”) and get instant, concise answers with deep links back to the exact call moments. You’ll hear how I frame the problem, push the model to a...

Show more...

Episodes (20/100)

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

Voice to Value: I Used ChatGPT Voice to Help Build an Automation | Episode 099

In Episode 99, I do something a little different: I take you behind the scenes as I use ChatGPT in voice mode to design a real automation from start to finish. The goal? Build an internal chatbot for product and engineering that’s trained on CX call transcripts stored in Gong, so teams can ask targeted questions (“What’s frustrating customers in Module X?”) and get instant, concise answers with deep links back to the exact call moments. You’ll hear how I frame the problem, push the model to a...

3 weeks ago

21 minutes

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

Director vs Doer: Staying Relevant and Thriving in the A.I. Era | Episode 098

In this episode, we dig into a shift I think is non-negotiable in today’s AI-first world: you must become the director, not the doer. Inspired by Dan Martell’s framework, we explore how AI should handle the execution — while you define the outcome, set constraints, and bring the human edge. I introduce the three pillars that separate average from exceptional direction: Vision, Taste & Care. You’ll hear how I use them in real-world workflows, the traps I fell into trying to do everything...

1 month ago

15 minutes

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

Unreasonable Hospitality & Magic Customer Moments at Scale | Episode 097

After a short hiatus, Alex is back—and he’s bringing some big energy and even bigger ideas to the Digital Customer Success podcast. In this solo episode, he shares a deeply personal and practical reflection on how we can create magical, human moments in our digital programs—at scale. Inspired by Will Guidara’s book Unreasonable Hospitality, Alex explores what it means to go beyond the expected, whether that’s sending a baby gift, a surprise mouse (the tech kind), or a handwritten note. The ...

1 month ago

16 minutes

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

The Art of Collaboration in Digital CS with Holly Goodliffe | Episode 096

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 Build...

6 months ago

36 minutes

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

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. Chapters: 00:00 - Intro03:11 - From sales to digital CS mastery 05:00 - Startup vs. enterprise: learning...

7 months ago

33 minutes

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

Turning Written Customer Feedback into Meaningful Action for Your Brand | Episode 094

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 - Id...

8 months ago

19 minutes

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

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

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 - Digita...

8 months ago

28 minutes

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

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: 00:03 - Intro04:18 - Talia’s journey from retail to digital success 05:42 - Brent’s path from sales to digital CX 07:30 ...

8 months ago

41 minutes

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

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: 00:00 - Why handwritten notes still matter 02:22 - Introducing David Wachs of Handwritten 02:3...

8 months ago

35 minutes

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

Transforming Customer Experience with AI-Driven Chatbots and Productivity Tools | Episode 090

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. Cha...

9 months ago

29 minutes

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

Current State of AI in CS and Introducing MondAI CS with Michael Forney | Episode 089

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 ...

9 months ago

46 minutes

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

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

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 su...

9 months ago

49 minutes

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

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 - Intro03:01 - Early career lessons at HP 04:01 - Transitioning from...

9 months ago

49 minutes

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

Data Hygiene for Great Customer Experiences with Irwin Hipsman of Repetitos | Episode 086

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 experie...

9 months ago

49 minutes

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

End Of Year Recap as Told by Google’s NotebookLM | Episode 085

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 fo...

10 months ago

11 minutes

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

Using Google's NotebookLM to Produce a Podcast and Summarize Docs | Episode 084

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...

10 months ago

27 minutes

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

Airtable’s Journey to Scalable Customer Success with Alison Barrett | Episode 083

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 - Intro05:43 - Early career: From Deloitte to startup life06:32 - Mixpanel & the ri...

10 months ago

59 minutes

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

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...

10 months ago

54 minutes

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

Building Automations That Enhance Customer Experience with Samantha David of Monday.com | Ep. 081

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: 00:03:36 - From New York hustle to Denver vibes 00:04:17 - Early career tales: Boston Market and Hallmark 00:06:15 - Lessons in evolu...

11 months ago

50 minutes

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

Where to Find Automation Opportunities to Improve Customer AND Employee Experience | Episode 080

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 the Customer Experience 2) Find areas where automation can improve the Employee Experience Chapter...

11 months ago

34 minutes