December 31, 2024 • 10 mins
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Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Speaker 1 (00:04):
Today is a continuation of last week's
episode, so stay tuned.
Once again, welcome to theDigital Customer Experience
Podcast with me, alex Turkovich,so glad you could join us here
today and every week as weexplore how digital can help
enhance the customer andemployee experience.
My goal is to share what myguests and I have learned over
(00:25):
the years so that you can getthe insights that you need to
evolve your own digital programs.
If you'd like more info, needto get in touch or sign up for
the weekly companion newsletterthat has additional articles and
resources in it.
Go to digitalcustomersuccesscom.
For now, let's get started.
Hello, welcome back to theDigital CX Podcast, the show
(00:46):
where we talk about all thingsdigital in CX, and this is
episode 85, which is acontinuation of last week's
episode.
If you remember, last week weworked on Notebook LM or worked
with Notebook LM, I should say,which is Google's cool notebook
slash podcast producer app Verybizarre combination of things,
(01:09):
but we worked with it toessentially produce a year-end
review of the Digital CX podcast.
So what we're going to do todayis to listen to the outputs of
what it is we fed into NotebookLM and what it gave us back in
terms of a very cool co-hostedpodcast episode.
It's also a great opportunityfor me to disappear from the
(01:32):
rest of this episode and let theGoogle-generated co-hosts of
this podcast take over, and so,without further ado, here's for
the next seven.
Eight minutes is a urine reviewof the Digital CX podcast as
produced by Notebook LM.
Before I let them take over,though, I wanted to wish
(01:53):
everyone a very happy new year,as this is coming out Christmas
Eve, sorry, not Christmas Eve.
New Year's Eve.
Very happy new year, and Ireally hope the best for all of
you for 2025.
Thank you for such a stellar2024.
I would not be here withoutyour listenership and without
the great sponsors that we havefor the show and all of that
(02:15):
great stuff.
So thank you, thank you, thankyou from the bottom of my heart
for a wonderful 2024.
And here's to an even better2025.
Here we go.
Speaker 2 (02:26):
All right.
So we're diving deep into ayear's worth of the Digital CX
podcast.
You've given us transcripts andarticles and even some personal
notes.
This show was busy in 2024.
We're giving you the VIPbackstage pass to their year.
Speaker 3 (02:40):
Yeah, the podcast itself really evolved this year.
It went from just digitalcustomer success to a bigger
picture of digital customerexperience.
Speaker 2 (02:48):
You're right.
Like they realized, digitaltouches every part of the
customer journey and no onedepartment can own the whole
experience.
Episode 50 really emphasizedcollaboration.
Speaker 3 (02:59):
Exactly.
Marketing, product support andsales can't just do their own
thing.
They need to be in sync tocreate a seamless digital
experience for the customer.
Speaker 2 (03:06):
And then there's episode 65 with the four pillars
of digital customer successCustomer journey, healthy-ish
data, digital automation andcontent.
Speaker 3 (03:14):
It's such a simple framework, but it's powerful,
and they dug deep into why eachone is crucial and how they all
work together.
Speaker 2 (03:21):
Okay, let's unpack these pillars a bit.
I remember thinking thehealthy-ish data thing was
interesting.
Why not just say clean data?
Speaker 3 (03:28):
Because perfect data is a myth.
It's more important to focus onmaking your data usable, even
if it's a little messy.
As long as you can get insightsfrom it, you're good.
Speaker 2 (03:36):
Makes sense.
I'm guessing the customerjourney pillar is all about
mapping out the customer'sexperience.
Speaker 3 (03:41):
Yes, but it goes beyond the obvious.
It's about understanding thosemicro moments, those tiny
interactions that shape how acustomer sees your brand.
Speaker 2 (03:51):
Can you give me an example?
Speaker 3 (03:52):
Sure.
Think about a customer whostops using a key feature.
That could be a sign thatthey're struggling.
It's a chance to intervene witha helpful message or proactive
support.
Speaker 2 (04:02):
It's about being tuned in to those signals and
responding in a way that feelspersonalized, not intrusive.
Speaker 3 (04:09):
Exactly, and that's where automation and content
come in.
Speaker 2 (04:12):
So automation isn't just about making things easier
for your team.
It's about a better experiencefor the customer.
Speaker 3 (04:18):
Absolutely Like.
Imagine a customer completes anonboarding step.
You could have an automatedemail that congratulates them
and shows them the next step.
It feels seamless andsupportive.
Speaker 2 (04:26):
It's about anticipating needs and
delivering value at the righttime.
Speaker 3 (04:30):
And content is the fuel for those interactions.
The Digital CX podcast talkedabout making your content clear,
engaging and easy to find.
Speaker 2 (04:39):
Yeah, they had a whole episode about content
curation.
You don't always have to createeverything from scratch.
You can use stuff from otherteams and repurpose it.
Speaker 3 (04:45):
Exactly.
Content doesn't have to beperfect, especially if you need
to get it out there quickly.
Focus on clarity and usefulnessabove all else.
Speaker 2 (04:54):
They even covered the whole AI thing head on.
I was still wrapping my headaround generative AI.
Speaker 3 (04:59):
Well, episode 55 was all about AI for customer
success managers.
They explained how tools likeChatGPT can boost productivity.
They even had a frameworkcalled RISN for writing good
prompts.
Speaker 2 (05:10):
Wait, remind me what RISN stands for.
Speaker 3 (05:12):
Role, instruction, steps, expectation and Narrowing
.
It helps you structure yourprompts so the AI knows exactly
what you want.
Speaker 2 (05:18):
Okay, that makes more sense.
It's like giving the AI a clearset of instructions.
Speaker 3 (05:22):
Exactly, and they gave examples like using AI to
write outreach messages orsummarize customer conversations
or even make presentations.
It's about AI as a tool to helphumans, not replace them.
Speaker 2 (05:35):
Welcome back to our deep dive.
It's amazing how much theycovered in 2024.
Speaker 3 (05:40):
Yeah, we've talked about the shift to DCX and the
four pillars, but I really likedthe episodes where they
connected theory and practice.
Speaker 2 (05:49):
Totally.
They didn't just talk aboutconcepts, they showed how they
work in real life, like episode70,.
All about measuring success.
Speaker 3 (05:54):
Oh yeah, they talked about using CS metrics and
marketing metrics to get thewhole picture.
Speaker 2 (05:58):
Exactly.
You need to understand howthose metrics relate to each
other and how they help youreach your goals.
Speaker 3 (06:04):
They had examples like analyzing onboarding emails
.
Speaker 2 (06:07):
Right, or how in-app tutorials affect feature
adoption.
It's about proving the value ofyour digital program.
Speaker 3 (06:13):
And they didn't ignore the challenges, like
episode 60, where they talkedabout measuring customer health
without all the fancy data thatwas helpful for people, without
the best tools.
They said to get creative anduse data from your community
platform or even support ticketsto see how engaged customers
are.
Speaker 2 (06:29):
It was all about finding clues about customer
needs.
Speaker 3 (06:32):
Right, sometimes you have to be a data detective.
Speaker 2 (06:35):
So we've got our data and we're measuring things,
yeah, but how do we improve thecustomer experience?
Speaker 3 (06:40):
That's where those four pillars come back in.
Speaker 2 (06:42):
Okay.
Speaker 3 (06:42):
And they did a good job of showing how to apply them
.
Like the customer journeypillar, Episode 65 had some good
points about mapping touchpoints.
Speaker 2 (06:50):
Yeah, they said to go beyond the big milestones, like
onboarding, and focus on thosesmaller moments that make a big
difference.
Speaker 3 (06:57):
They gave that example of a customer who stops
using a feature.
It's a perfect time to send ahelpful email.
Speaker 2 (07:02):
Like they're saying, don't wait for the customer to
reach out.
Speaker 3 (07:05):
Exactly, and that's where automation is so powerful.
Speaker 2 (07:08):
Speaking of automation, Episode 80 was full
of ideas.
I loved how they shared theirown process for brainstorming
automation opportunities.
Speaker 3 (07:16):
It was like we were right there with them, and they
talked about automating internaltasks too.
Speaker 2 (07:21):
Right.
They said if you can free upyour team from boring tasks,
they'll have more time forrelationships and problem
solving.
Speaker 3 (07:27):
And happy employees means happy customers right.
Speaker 2 (07:30):
Totally, but you need the right content to make that
automation work.
Speaker 3 (07:34):
Right, that's the content pillar.
Speaker 2 (07:36):
And they had some real advice about content, like
in episode 65, where they talkedabout creating content that's
valuable to the customer.
Speaker 3 (07:42):
Yeah, and they were honest about it.
They said creating content is alot of work yeah, but they said
to be creative and repurposematerials.
Speaker 2 (07:49):
They even said it doesn't have to be perfect.
Speaker 3 (07:51):
Just clear, concise and helpful.
Speaker 2 (07:53):
Okay, so we've covered those four pillars.
What about AI?
Speaker 3 (07:57):
It was a huge theme all year and they did a great
job explaining it.
Episode 55 with the RISNframework was a standout.
Speaker 2 (08:05):
Yeah, that framework really helped me understand AI.
Speaker 3 (08:07):
Right, it's like instructions for talking to the
AI, and they showed us all sortsof AI tools for writing
messages, summarizingconversations and even making
presentations.
Speaker 2 (08:18):
It was inspiring.
Speaker 3 (08:19):
Yeah, and they talked about the fears people have
about AI.
They said these tools are hereto help us, not replace us.
Speaker 2 (08:25):
That was good to hear .
It's not about the machinestaking over.
It's about using AI so we canfocus on the things that need
human skills.
Speaker 3 (08:34):
So we've seen how the Digital CX podcast changed in
2024 from their new focus to thefour pillars and even AI.
It's been a lot, but theydidn't just talk about it, they
actually did it too.
What?
Speaker 2 (08:47):
do you mean?
Speaker 3 (08:47):
Well, they had some big achievements this year, like
that Digital CS maturityassessment in episode 75.
Speaker 2 (08:53):
Oh yeah, that was a great way to figure out how good
your digital programs are.
Speaker 3 (08:57):
Exactly.
And they didn't just give you ascore, they told you how to
improve.
Speaker 2 (09:01):
Right and it was easy to use.
Speaker 3 (09:03):
Just showed they really care about helping the
community.
Speaker 2 (09:05):
And they were so consistent with the podcast.
Speaker 3 (09:07):
Yeah, they never missed a week.
Speaker 2 (09:08):
It's impressive, especially with everything going
on.
Speaker 3 (09:11):
Choose their passion.
Speaker 2 (09:12):
And they had a good mix of solo episodes and
interviews.
Speaker 3 (09:15):
Right, it was like getting a crash course in
digital CX.
Speaker 2 (09:18):
And speaking of journeys, what about that big
announcement in episode 80?
Speaker 3 (09:22):
Oh yeah, the host got a new job at Belfry.
Speaker 2 (09:25):
I was so happy for them.
Speaker 3 (09:27):
Me too.
It was great to see them puteverything they learned into
practice.
Speaker 2 (09:31):
It proved that all this stuff really works Exactly.
Speaker 3 (09:40):
And they kept doing the podcast even with the new
job.
It shows how much they careabout the community.
So, as we wrap up this deepdive, I think the Digital CX
podcast is more than just apodcast.
Speaker 2 (09:46):
I agree, it's a community, a resource and an
inspiration.
Speaker 3 (09:49):
They've made complex things simple and shared great
advice.
Speaker 2 (09:52):
And I'm sure they'll keep shaping the future of
Digital CX.
Speaker 3 (09:54):
So here's a thought for you, the listener.
Speaker 2 (09:56):
How will you use what you've learned to make better
digital experiences?
Speaker 3 (10:02):
The tools are out there.
Speaker 2 (10:03):
It's up to you to make a difference.
Speaker 3 (10:04):
Keep learning and keep innovating.
Speaker 1 (10:06):
See you next time.
Thank you for joining me forthis episode of the Digital CX
Podcast.
If you like what we're doing,consider leaving us a review on
your podcast platform of choice.
If you're watching on YouTube,leave a comment down below.
It really helps us to grow andprovide value to a broader
audience and get moreinformation about the show and
some of the other things thatwe're doing at
(10:28):
digitalcustomersuccesscom.
I'm Alex Tergovich.
Thanks so much for listening.
I'll talk to you next week.
Today is a continuation of last week's
episode, so stay tuned.
Once again, welcome to theDigital Customer Experience
Podcast with me, alex Turkovich,so glad you could join us here
today and every week as weexplore how digital can help
enhance the customer andemployee experience.
My goal is to share what myguests and I have learned over
(00:25):
the years so that you can getthe insights that you need to
evolve your own digital programs.
If you'd like more info, needto get in touch or sign up for
the weekly companion newsletterthat has additional articles and
resources in it.
Go to digitalcustomersuccesscom.
For now, let's get started.
Hello, welcome back to theDigital CX Podcast, the show
(00:46):
where we talk about all thingsdigital in CX, and this is
episode 85, which is acontinuation of last week's
episode.
If you remember, last week weworked on Notebook LM or worked
with Notebook LM, I should say,which is Google's cool notebook
slash podcast producer app Verybizarre combination of things,
(01:09):
but we worked with it toessentially produce a year-end
review of the Digital CX podcast.
So what we're going to do todayis to listen to the outputs of
what it is we fed into NotebookLM and what it gave us back in
terms of a very cool co-hostedpodcast episode.
It's also a great opportunityfor me to disappear from the
(01:32):
rest of this episode and let theGoogle-generated co-hosts of
this podcast take over, and so,without further ado, here's for
the next seven.
Eight minutes is a urine reviewof the Digital CX podcast as
produced by Notebook LM.
Before I let them take over,though, I wanted to wish
(01:53):
everyone a very happy new year,as this is coming out Christmas
Eve, sorry, not Christmas Eve.
New Year's Eve.
Very happy new year, and Ireally hope the best for all of
you for 2025.
Thank you for such a stellar2024.
I would not be here withoutyour listenership and without
the great sponsors that we havefor the show and all of that
(02:15):
great stuff.
So thank you, thank you, thankyou from the bottom of my heart
for a wonderful 2024.
And here's to an even better2025.
Here we go.
Speaker 2 (02:26):
All right.
So we're diving deep into ayear's worth of the Digital CX
podcast.
You've given us transcripts andarticles and even some personal
notes.
This show was busy in 2024.
We're giving you the VIPbackstage pass to their year.
Speaker 3 (02:40):
Yeah, the podcast itself really evolved this year.
It went from just digitalcustomer success to a bigger
picture of digital customerexperience.
Speaker 2 (02:48):
You're right.
Like they realized, digitaltouches every part of the
customer journey and no onedepartment can own the whole
experience.
Episode 50 really emphasizedcollaboration.
Speaker 3 (02:59):
Exactly.
Marketing, product support andsales can't just do their own
thing.
They need to be in sync tocreate a seamless digital
experience for the customer.
Speaker 2 (03:06):
And then there's episode 65 with the four pillars
of digital customer successCustomer journey, healthy-ish
data, digital automation andcontent.
Speaker 3 (03:14):
It's such a simple framework, but it's powerful,
and they dug deep into why eachone is crucial and how they all
work together.
Speaker 2 (03:21):
Okay, let's unpack these pillars a bit.
I remember thinking thehealthy-ish data thing was
interesting.
Why not just say clean data?
Speaker 3 (03:28):
Because perfect data is a myth.
It's more important to focus onmaking your data usable, even
if it's a little messy.
As long as you can get insightsfrom it, you're good.
Speaker 2 (03:36):
Makes sense.
I'm guessing the customerjourney pillar is all about
mapping out the customer'sexperience.
Speaker 3 (03:41):
Yes, but it goes beyond the obvious.
It's about understanding thosemicro moments, those tiny
interactions that shape how acustomer sees your brand.
Speaker 2 (03:51):
Can you give me an example?
Speaker 3 (03:52):
Sure.
Think about a customer whostops using a key feature.
That could be a sign thatthey're struggling.
It's a chance to intervene witha helpful message or proactive
support.
Speaker 2 (04:02):
It's about being tuned in to those signals and
responding in a way that feelspersonalized, not intrusive.
Speaker 3 (04:09):
Exactly, and that's where automation and content
come in.
Speaker 2 (04:12):
So automation isn't just about making things easier
for your team.
It's about a better experiencefor the customer.
Speaker 3 (04:18):
Absolutely Like.
Imagine a customer completes anonboarding step.
You could have an automatedemail that congratulates them
and shows them the next step.
It feels seamless andsupportive.
Speaker 2 (04:26):
It's about anticipating needs and
delivering value at the righttime.
Speaker 3 (04:30):
And content is the fuel for those interactions.
The Digital CX podcast talkedabout making your content clear,
engaging and easy to find.
Speaker 2 (04:39):
Yeah, they had a whole episode about content
curation.
You don't always have to createeverything from scratch.
You can use stuff from otherteams and repurpose it.
Speaker 3 (04:45):
Exactly.
Content doesn't have to beperfect, especially if you need
to get it out there quickly.
Focus on clarity and usefulnessabove all else.
Speaker 2 (04:54):
They even covered the whole AI thing head on.
I was still wrapping my headaround generative AI.
Speaker 3 (04:59):
Well, episode 55 was all about AI for customer
success managers.
They explained how tools likeChatGPT can boost productivity.
They even had a frameworkcalled RISN for writing good
prompts.
Speaker 2 (05:10):
Wait, remind me what RISN stands for.
Speaker 3 (05:12):
Role, instruction, steps, expectation and Narrowing
.
It helps you structure yourprompts so the AI knows exactly
what you want.
Speaker 2 (05:18):
Okay, that makes more sense.
It's like giving the AI a clearset of instructions.
Speaker 3 (05:22):
Exactly, and they gave examples like using AI to
write outreach messages orsummarize customer conversations
or even make presentations.
It's about AI as a tool to helphumans, not replace them.
Speaker 2 (05:35):
Welcome back to our deep dive.
It's amazing how much theycovered in 2024.
Speaker 3 (05:40):
Yeah, we've talked about the shift to DCX and the
four pillars, but I really likedthe episodes where they
connected theory and practice.
Speaker 2 (05:49):
Totally.
They didn't just talk aboutconcepts, they showed how they
work in real life, like episode70,.
All about measuring success.
Speaker 3 (05:54):
Oh yeah, they talked about using CS metrics and
marketing metrics to get thewhole picture.
Speaker 2 (05:58):
Exactly.
You need to understand howthose metrics relate to each
other and how they help youreach your goals.
Speaker 3 (06:04):
They had examples like analyzing onboarding emails
.
Speaker 2 (06:07):
Right, or how in-app tutorials affect feature
adoption.
It's about proving the value ofyour digital program.
Speaker 3 (06:13):
And they didn't ignore the challenges, like
episode 60, where they talkedabout measuring customer health
without all the fancy data thatwas helpful for people, without
the best tools.
They said to get creative anduse data from your community
platform or even support ticketsto see how engaged customers
are.
Speaker 2 (06:29):
It was all about finding clues about customer
needs.
Speaker 3 (06:32):
Right, sometimes you have to be a data detective.
Speaker 2 (06:35):
So we've got our data and we're measuring things,
yeah, but how do we improve thecustomer experience?
Speaker 3 (06:40):
That's where those four pillars come back in.
Speaker 2 (06:42):
Okay.
Speaker 3 (06:42):
And they did a good job of showing how to apply them
.
Like the customer journeypillar, Episode 65 had some good
points about mapping touchpoints.
Speaker 2 (06:50):
Yeah, they said to go beyond the big milestones, like
onboarding, and focus on thosesmaller moments that make a big
difference.
Speaker 3 (06:57):
They gave that example of a customer who stops
using a feature.
It's a perfect time to send ahelpful email.
Speaker 2 (07:02):
Like they're saying, don't wait for the customer to
reach out.
Speaker 3 (07:05):
Exactly, and that's where automation is so powerful.
Speaker 2 (07:08):
Speaking of automation, Episode 80 was full
of ideas.
I loved how they shared theirown process for brainstorming
automation opportunities.
Speaker 3 (07:16):
It was like we were right there with them, and they
talked about automating internaltasks too.
Speaker 2 (07:21):
Right.
They said if you can free upyour team from boring tasks,
they'll have more time forrelationships and problem
solving.
Speaker 3 (07:27):
And happy employees means happy customers right.
Speaker 2 (07:30):
Totally, but you need the right content to make that
automation work.
Speaker 3 (07:34):
Right, that's the content pillar.
Speaker 2 (07:36):
And they had some real advice about content, like
in episode 65, where they talkedabout creating content that's
valuable to the customer.
Speaker 3 (07:42):
Yeah, and they were honest about it.
They said creating content is alot of work yeah, but they said
to be creative and repurposematerials.
Speaker 2 (07:49):
They even said it doesn't have to be perfect.
Speaker 3 (07:51):
Just clear, concise and helpful.
Speaker 2 (07:53):
Okay, so we've covered those four pillars.
What about AI?
Speaker 3 (07:57):
It was a huge theme all year and they did a great
job explaining it.
Episode 55 with the RISNframework was a standout.
Speaker 2 (08:05):
Yeah, that framework really helped me understand AI.
Speaker 3 (08:07):
Right, it's like instructions for talking to the
AI, and they showed us all sortsof AI tools for writing
messages, summarizingconversations and even making
presentations.
Speaker 2 (08:18):
It was inspiring.
Speaker 3 (08:19):
Yeah, and they talked about the fears people have
about AI.
They said these tools are hereto help us, not replace us.
Speaker 2 (08:25):
That was good to hear .
It's not about the machinestaking over.
It's about using AI so we canfocus on the things that need
human skills.
Speaker 3 (08:34):
So we've seen how the Digital CX podcast changed in
2024 from their new focus to thefour pillars and even AI.
It's been a lot, but theydidn't just talk about it, they
actually did it too.
What?
Speaker 2 (08:47):
do you mean?
Speaker 3 (08:47):
Well, they had some big achievements this year, like
that Digital CS maturityassessment in episode 75.
Speaker 2 (08:53):
Oh yeah, that was a great way to figure out how good
your digital programs are.
Speaker 3 (08:57):
Exactly.
And they didn't just give you ascore, they told you how to
improve.
Speaker 2 (09:01):
Right and it was easy to use.
Speaker 3 (09:03):
Just showed they really care about helping the
community.
Speaker 2 (09:05):
And they were so consistent with the podcast.
Speaker 3 (09:07):
Yeah, they never missed a week.
Speaker 2 (09:08):
It's impressive, especially with everything going
on.
Speaker 3 (09:11):
Choose their passion.
Speaker 2 (09:12):
And they had a good mix of solo episodes and
interviews.
Speaker 3 (09:15):
Right, it was like getting a crash course in
digital CX.
Speaker 2 (09:18):
And speaking of journeys, what about that big
announcement in episode 80?
Speaker 3 (09:22):
Oh yeah, the host got a new job at Belfry.
Speaker 2 (09:25):
I was so happy for them.
Speaker 3 (09:27):
Me too.
It was great to see them puteverything they learned into
practice.
Speaker 2 (09:31):
It proved that all this stuff really works Exactly.
Speaker 3 (09:40):
And they kept doing the podcast even with the new
job.
It shows how much they careabout the community.
So, as we wrap up this deepdive, I think the Digital CX
podcast is more than just apodcast.
Speaker 2 (09:46):
I agree, it's a community, a resource and an
inspiration.
Speaker 3 (09:49):
They've made complex things simple and shared great
advice.
Speaker 2 (09:52):
And I'm sure they'll keep shaping the future of
Digital CX.
Speaker 3 (09:54):
So here's a thought for you, the listener.
Speaker 2 (09:56):
How will you use what you've learned to make better
digital experiences?
Speaker 3 (10:02):
The tools are out there.
Speaker 2 (10:03):
It's up to you to make a difference.
Speaker 3 (10:04):
Keep learning and keep innovating.
Speaker 1 (10:06):
See you next time.
Thank you for joining me forthis episode of the Digital CX
Podcast.
If you like what we're doing,consider leaving us a review on
your podcast platform of choice.
If you're watching on YouTube,leave a comment down below.
It really helps us to grow andprovide value to a broader
audience and get moreinformation about the show and
some of the other things thatwe're doing at
(10:28):
digitalcustomersuccesscom.
I'm Alex Tergovich.
Thanks so much for listening.
I'll talk to you next week.
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