The Digital Customer Success Podcast

The Digital Customer Success Podcast

This podcast is for Customer Success 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 https://digitalcustomersuccess.com

Episodes

February 27, 2024 55 mins

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 paper for this one as we talk about:

  • Scaling the Heap CS team and starting ...
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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 technology looks like.

Topics covered include:

  • Dickey’s long his...
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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 Ltd. It is this along with his long history in CS that have shaped his uni...

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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 the benefit of the customer journey was fascinating on completely on point!

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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 community and how the teams are structured around digital CS. 

In...

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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, it was a great opportunity to talk about two specific areas: the s...

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Reminder! Enter for a Gold Pass to the CS Festival in Austin:

  1. Leave a review the podcast and send a quick screenshot to alex@digitalcustomersuccess.com
  2. Go to this LinkedIn post and Like it: https://www.linkedin.com/feed/update/urn:li:activity:7152780848642068480
  3. Leave a comment on that same post. Easy!

Today's Guest Annie Dean of RecastSuccess is a TRUE CS veteran and is one of those rare individuals who was around when t...

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Enter the contest for a Gold Pass ($1300 value!) to the Customer Success Festival in Austin (Feb 13 & 14, 2024) by following these steps:

  1. Review the podcast on your platform of choice and send a quick screenshot to alex@digitalcustomersuccess.com
  2. Go to this LinkedIn post and Like it: https://www.linkedin.com/feed/update/urn:li:activity:7152780848642068480
  3. Leave a comment on that same post about what aspect of CS Festival you&a...
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Enter the contest for a Gold Pass ($1300 value!) to the Customer Success Festival in Austin (Feb 13 & 14, 2024) by following these steps:

  1. Review the podcast on your platform of choice and send a quick screenshot to alex@digitalcustomersuccess.com
  2. Go to this LinkedIn post and Like it: https://www.linkedin.com/feed/update/urn:li:activity:7152780848642068480
  3. Leave a comment on that same post about what aspect of CS Festival you&a...
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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 with Bhavika because she provided a lot of tactical advice, not only...

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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/tech-stack/

Happy New Year!

Today's conversation with Alyss...

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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-coordination with other departments around the Customer Journey
  • How em...
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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 had the pleasure of spending this hour+ with Jon a few week...

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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 on albums, in this fun convo, we delve into all sorts of great to...

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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 best practices and have a birds eye view into how many of their c...

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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 admittedly I haven't lived there in years. The second, and probably most imp...

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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 will likely know - Greg is an absolute legend in the CS space and sp...

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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 outcomes.

Our conversation doesn't just revolve around onboarding however an...

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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:

Thank you!

...

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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 welcome for those of you who enjoy that). Besides that,...

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