November 26, 2024 • 32 mins
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
Chapters:
01:05 - New Sponsor: Thinkific Plus
01:30 - Upcoming guests
02:45 - Digital CS Maturity Assessment
03:29 - Alex got a new gig!
04:00 - Topic for today: Where to look for automations
06:43 - Support Data
09:00 - Hours Sentiment Tracking
10:28 - We automate for both the customer and employee experience
11:53 - Frequently Distributed Documentation
14:10 - Onboarding
16:36 - Upsell Automation
17:47 - Pre-Renewal Automation
18:57 - Data Hygiene Automation
22:11 - Customer Scorecards & Actions
25:24 - Manual Process Automation
27:59 - The big red flag no no: Don’t automate without doing it manually first.
Links:
- Monthly Digital & Scale Meetup - digitalsuccess.gradual.us
- Digital CS Maturity Assessment - https://digitalcustomersuccess.com/dcsmaturity
+++++++++++++++++
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
Mark as Played
Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Alex Turkovic (00:00):
I've got an action-packed solo episode for
you today, including a bit of apersonal announcement, so stay
tuned.
Once again, welcome to theDigital Customer Experience
Podcast with me, alex Turkovich.
So glad you could join us heretoday and every week as we
explore how digital can helpenhance the customer and
(00:21):
employee experience.
My goal is to share what myguests and I have learned over
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.
Welcome back to the Digital CXPodcast, the show where we talk
(00:45):
about all things digital in CX.
This is episode 80.
As you know, every fifthepisode is a solo episode, so
you're getting all of this allday today.
Here we go.
We've got a prettyaction-packed agenda for you,
but before we get into the meatof the show, first off I want to
thank a new sponsor on the show, so if you're listening the
(01:08):
audio version, you know.
Please help me in welcomingThinkific Plus, which is an
awesome customer educationplatform.
You'll be hearing more of them,or about them throughout the
show but want to extend a reallywarm welcome to them.
A bit of housekeeping before weget into the show.
First and foremost, we havesome awesome guests coming up in
the next cycle, includingSamantha David from Mondaycom.
(01:32):
If you listened to the ScottWilder episode, you'll know that
she and I and Scott are doingthe Digital CS meetup once a
month, so definitely check thatout.
If you're not already signed upfor those events, you can do
that at digitalsuccessgradualus.
There'll be a link for thatdown in the description of the
(01:55):
show.
We also have Marlee Wagner, whois a marketing and digital CS
consultant.
She's pretty awesome, she doesa lot of speaking, and so she'll
be joining us in the next cyclealong with Alison Barrett of
Airtable, who is leading thedigital effort there at Airtable
.
And lastly, in the next seriesbefore the next solo episode is
(02:18):
Erwin Hipsman.
That one will actually comeabout after the holidays.
Actually, we're talking aboutJanuary when that episode hits,
because I've got a couple ofplans for the holidays, which
includes a little bit of kind ofover-the-shoulder play with
some new AI technology.
So stay tuned for that.
Over the holidays.
(02:39):
A couple of solo showssprinkled in there, so we've got
lots of stuff coming up for you.
If you haven't already takenthe Digital CS Maturity
Assessment that I launched a fewweeks ago, feel free to go and
do that.
You can do that on the websiteat digitalcustomersuccesscom.
Forward slash DCS maturity ornavigate to it from the website.
(03:02):
It is an assessment that'lltake you through the four
pillars of digital customersuccess that we've talked about
and ask you some questions andat the end, give you some
results based on how youanswered and some suggestions
for how you might improve yourprogram.
Would love your feedback onthat, but hopefully that's a
helpful tool for you, dependingon, obviously, what stage of
(03:26):
digital you're at.
Now.
The big kind of personalannouncement that I teased you
with at the beginning of theshow is I started a new gig last
Monday.
I'm now leading post-sale orcustomer experience at Belfry,
which is a vertical softwaresolution for the security guard
industry Super cool industry,amazing team I'm joining, so
(03:49):
I'll be coming in to help buildout post-sale motions, and that
definitely includes a lot ofdigital, and that's part of the
topic for today, which is allabout where to start looking for
automations, and so you're kindof getting a peek into my brain
(04:10):
as I'm stepping into this roleand as I'm starting to discover
what the current state is andwhat the possibilities are, what
I'm going to do is share withyou a lot of the things that I'm
looking at internally right now, as I start this new gig, to
try and start to figure out whatprocesses could be automated,
(04:32):
because one of the things thatI'm really excited about is the
opportunity to build and scale aCS function while we are in
this kind of massiveproliferation of technology and
artificial intelligence rightnow.
The things that we're able todo now are vastly different than
(04:53):
even two, three years ago, justbecause there's so many cool
use cases, niche little softwaresolutions that are coming to
market and so many largerproviders that are really
investing in artificialintelligence, and, of course, we
have this awesome power ofintegration to make all these
things sing together and worktogether.
(05:14):
And so the first step for me isreally just, you know, as I
step into this role is to try tofigure out where are the
elements where automation canreally make a huge difference,
and so I've got a bit of a listthat I'm going to rattle off for
you as this episode proceeds,on various ideas that you
(05:38):
yourself can also go and look at, for areas you might want to
look for automation and areaswhere you might want to look for
inefficiencies or where thereare overly bloated processes or
humans doing a bunch of manualwork.
Yeah, so, without further ado,let's jump right into it.
(05:59):
And so literally this isstraight out of my notebooks for
the last week or so, as I'vebeen actively just writing down
the places where I want toreally dig in and look for those
inefficiencies that we canoptimize.
For you know, belfry is astartup stage, so quite early,
(06:22):
although there are some prettysophisticated things that are
happening already, you know wedon't necessarily want to just
throw a headcount at problems.
We want to grow in a veryefficient way and in a way that
really helps the team membersthat are there to optimize and
to work efficiently.
So those are the kinds ofthings that I'm looking at and
the categories that I'm lookingat that I'll share with you here
(06:43):
looking at and the categoriesthat I'm looking at that I'll
share with you here.
So first on the list and this isone that I've mentioned on the
show before are support relatedthings and support data around.
You know, tickets and whatnot.
Now there are all kinds ofprocesses within support that
could, you know, probably usesome help.
And yes, I think a huge part ofthe equation for an efficient
(07:07):
support organization is usingartificial intelligence in a
customer-facing way that'strained on your internal
documentation to start to answera lot of those level one, maybe
even level two issues.
And one of the things that I'mlooking at are tickets that have
(07:28):
essentially an initial touchresolution.
Our first touch resolutionTicket comes in, we solve it
immediately, close it out, sendit on its merry way.
Those are the things and thoseare the tickets that I'm gonna
be looking at very closely tosee.
Are there things that we canoffer in a customer facing
perspective that can help todeflect those tickets?
(07:50):
So that you know the team isfocused on those high value
issues and really those issueswhere a human is absolutely 100%
necessary to solve some ofthose issues.
So, definitely looking at thatfrom an optimization standpoint,
but I'm also looking at supportdata around.
What kind of questions do werepeatedly get in support and
(08:15):
how can we offer proactivelysome content to the customer
base that alleviates some ofthat ticket volume coming in,
because the last thing we wannado is spend our entire day
answering the same question overand over and over again in a
support capacity, and so thefirst step of that is really
just looking to see are thererepeated things that were asked
(08:36):
over and over again and thatcould either be solved by
distributing a piece of content,could also be solved by a bit
of feedback to the productorganization for some changes,
getting on the roadmap that way,any number of ways to go about
solving those kinds of things.
Now, the next thing that I'mlooking at this is going to be
perhaps a little bit unpopularwhen I initially mention it, but
(09:02):
I am looking at hours trackingto some extent, and I'm not
looking at it from the lens ofoh, this person spent this many
hours doing this and this personspent this many hours doing
this.
Shout out to Rob Zambito forthis one, actually, because he
has a brilliant hours trackingtemplate.
It's actually it's quite simplewith that has one little tweak
(09:26):
on it, and it includes a columnfor sentiment.
In other words, what sentimentdid you have about this
particular activity?
Did it leave you energized andis it something that you really
enjoy doing?
Did it leave you, you know,drained?
Are you absolutely drainedafter this kind of activity?
(09:46):
And I think that is a veryimportant twist to traditional
hours tracking where you'reliterally just seeing okay, you
know how many hours a week arewe spending on these activities
and those activities and whatnot, which is one element of it.
But you're missing some depthwhen you only do that.
By adding sentiment into thattemplate, we're able to quickly
(10:08):
see you know what areas ourteams are struggling with.
What are those things that youknow?
When they open up, whatever itis to go do that activity, that
they leave just feelingcompletely drained and you know
maybe need a long breakafterwards.
And I think that's a veryimportant nuance, because part
of what we automate for is thecustomer journey.
(10:32):
We're always looking forcustomer-facing motions to
automate and those kinds ofthings, but that's not the
entire picture.
Something that a lot of usoverlook and are guilty of
overlooking is the employeeexperience as well, and
automating for the employeeexperience can be a massive,
massive morale boost.
If you're an individualcontributor today, think of
(10:56):
those things that take youseveral hours to do on a weekly
basis or a monthly basis andwhat a drag that is sometimes.
And what a drag that issometimes and what a relief that
is when those things are liftedoff your shoulders, at least
partially, if not entirely, forthose of you who are in
leadership position.
Think back to your individualcontributor days.
I guarantee you you had a taskor a set of tasks that you
(11:18):
dreaded on a weekly basis, andhow wonderful that feels to
alleviate some of those thingsfrom your plate.
So I think, as digital folks oras ops folks, I think it's very
important that we look at thoseactivities within our teams
that are leaving our teammembers drained and demoralized
(11:40):
after completing them as primeopportunities to pull in some
automation to help alleviatesome of that.
So, support, data, hours,tracking, cool.
Another place that I'm lookingat is frequently distributed
documentation.
Are there bits of documentation, pdfs or articles or technical
(12:04):
documentation that is being sentout on a repeated basis, maybe
to every customer, maybe toevery customer at a specific
stage in their lifecycle?
If the answer to that is yes,well that is a prime territory
for automation.
You know, for instance, if weknow that we are going to
distribute a certain set ofdocumentation as part of the
(12:27):
onboarding process, let'sautomate some of that.
If we know that there is acertain milestone that a
customer hits, that they willneed a certain bit of
documentation, you know, let'sautomate that.
Let's automate somepre-renewals informations and
maybe some contract distribution, like.
Those kinds of things where weare predictably sending
something to a customer are ripefor automation.
(12:49):
If a customer turns somethingon in the platform and it
requires a little bit oftechnical documentation to fully
understand it, let's automatethe distribution of that so that
we can be ahead of the customera little bit and display that
you know you as a brand are inpartnership with your customer.
So that's another thing I liketo look at is what is that
(13:11):
frequently distributeddocumentation, distributed
Documentation content.
You listen regularly and youwant to help others to discover
the content as well.
Please go ahead and follow theshow.
(13:43):
Leave a comment, leave a review.
Anything that you want to dothere really helps us to grow
organically as a show.
And while you're at it, go signup for the companion newsletter
that goes out every week atdigitalcustomersuccesscom.
Now back to the show and thatleads nicely into the next.
Really two things, which isonboarding briefly mentioned
(14:06):
that and renewals, which I alsomentioned briefly.
Let's start with the onboardingbit a little bit.
You know a lot of us haveonboarding teams, which I
celebrate because we all knowthat successful onboarding is
one of the best things, I shouldsay, that you can do to secure
(14:27):
the renewal down the road.
By being really focused andreally intentional on your
onboarding activities, you canmake sure your customer's time
to value is as fast as possible.
And so, when it comes toonboarding, you may have an
onboarding team.
Maybe they're doing a bunch ofstuff manually.
(14:47):
What bits of that can youautomate?
What parts of the onboardingprocess can you automate also
for your team members so thatthey don't have to make sure to
you know, remember everythingthey need to do?
Maybe there is some sort ofsystem that you already have in
place where you can build insome automation for your
(15:08):
internal team members so thatthey you know it makes their job
a lot easier to get theircustomers moving along.
Another area to look at foronboarding automation is if a
customer is missing milestones,what kind of automation can you
build in there to nudge yourcustomers along and, again,
avoid your team members havingto do that?
(15:28):
So just really think about notjust the customer element of
onboarding, but then also whatactivities your team must do
internally to support thatonboarding.
Speaking of team, if you'reonboarding new team members into
your organization, there mightbe a little bit of automation
(15:50):
that you want to look at thereas well.
You know, if you have somebodystarting and you know week one
is going to be X, y, z, why notautomate some of that?
Automate the distribution oftheir weekly to-do list or
something like that, you know.
Automate some of the check-ins.
If you have an LMS that you'reusing.
Automate some of the contentassignment based on somebody's
(16:11):
start date.
There's all kinds of thingsthat you can look at and of
course, I'm just giving you acouple of examples here.
It's going to vary greatly onwhat it is you actually do,
based on how you're set up andwhat your systems look like.
But think about your teammembers, please.
When it comes to onboarding andthat leads me into renewals and
(16:35):
also upsell opportunities let'sactually start with upsells.
If there are, let's say,modules that make sense at a
certain point in a customer'sjourney, you may want to
automate some things about theupsell.
Or if you know that certainsignals within your platform
will generally lead to theupsell of other modules, you may
(16:57):
want to automate some thingsaround that.
And this is where the linebetween marketing and digital CS
kind of blur a little bit.
But ultimately, what you'retrying to do is is is, you know,
lead your customer tosuccessful outcomes while at the
same time looking out for thefor the company and really
(17:17):
trying to drive as much accountvalue as possible.
And so if there are naturalplaces within the customer
lifecycle where a bit ofautomation could potentially
lead to some upsellopportunities, I highly highly
encourage you to look at that,because otherwise it it falls on
your CSM or your accountmanager or whoever to kind of
(17:40):
mentally recognize that withintheir accounts and whatnot and
ideally they would anyway.
But you might as well automatearound it as well.
When it comes to the renewal,those pre-renewal workflows are
critical, both internally andcustomer facing.
You may want to send yourcustomer some you know, t minus
(18:00):
90 day renewals alerts like, hey, you're, you know your
account's going to renew in 90days, etc.
Etc.
So you may want to do that.
But internally as well, you maywant to set up some reminders
for your team members to docheck-ins at a specific time,
for instance.
Or you know, just start gettingrenewals contracts drawn up and
(18:22):
whatever your process is aroundthere, really think through the
renewals process and do it fromthe lens of automation.
Okay, that's quite a list sofar.
We've talked about support data, we've talked about hours
tracking, we've talked aboutfrequently distributed
documentation, we've talkedabout onboarding.
We've talked about upsell,we've talked about renewal, got
(18:45):
like three or four more for youand then like a big, huge kind
of red flag for you at the end.
So stay tuned for that red flagfor you at the end.
So stay tuned for that.
Next one on my list is datacleaning, and this may be one
(19:08):
that isn't super obvious rightoff the bat, but I'll give you a
couple examples of why youmight think about automation in
your data hygiene process.
One of them is in your datahygiene process.
One of them is duplication.
I'm willing to bet that a lotof you, if not all of you,
struggle with accountduplication, contact duplication
(19:28):
, maybe even dealer opduplication.
Whatever that may be.
Chances are your customer datahas some semblance of
duplication in it and there areopportunities for you to
automate around that duplication, whether it be an automatic
(19:49):
merge of certain contact recordswithin an account, for instance
, if they meet certain criteria,or an alert for a team member
to go check out that duplication.
Two more examples of how youcould automate around data
cleaning.
One is just datastandardization.
If there are certain fieldsthat aren't, say, of a standard
(20:13):
format let's say it's a firstand last name, that is, all caps
or all lowercase, for instanceyou could automate some alerts
around that and really try todrive some cleanliness around
that, Automating things like doyou have phone numbers for all
of your contacts?
Or making sure that you can'tsave something you know without
(20:37):
actually having the right format, or certain things in a certain
way.
You just have to think aboutwhat standardization you want to
drive as part of yourautomation as well.
And the last example ofautomation and data in data
hygiene is the removal ofoutdated entries.
If there is a bit of data thatis just ancient, chances are
(21:03):
it's not going to be relevantand chances are removing it from
the system will actually giveyou some clarity.
Now, I don't think the removalof data or the deletion of data
is necessarily a popular thing,but you know, one example might
be certain statuses.
If there is an account statusfield or an account update field
(21:27):
that hasn't been updated inlike half a year or a year or
five years whatever that comfortthreshold is for you chances
are that update is no longerrelevant and no longer needs to
be in the system, and so if youset up an automation to
automatically purge that kind ofdata out, and then maybe
(21:49):
another automation that alertsthe CSM or somebody else to go
provide an update because theupdate field is empty or
somebody else to go provide anupdate because the update field
is empty, you know, that couldbe one example of how you would
use automation to actuallyremove outdated entries from
your customer set and keepthings a little bit cleaner for
yourself.
So that's data cleanlinessScorecards.
(22:12):
We could probably do a wholeepisode on customer scorecards,
health scores, all of that, andmaybe I might.
That's actually a good idea.
We could spend some time oncustomer scorecards but
fundamentally speaking, there'sa lot of automation that can go
into that.
(22:33):
I'm a huge proponent ofscorecards that have a nice mix
and blend of different types ofinformation from around the
business.
That could include, obviously,ideally some product telemetry.
It's always great to havewithin a scorecard.
Maybe there is some you knowknowledge base indicators that
(22:56):
come based on you know how oftenan account or a specific
content logs into the knowledgebase or the community or access
as a piece of learning what youknow.
What are those elements thatyou can pull in from those
resources for your scorecards.
Obviously, sentiment is a bigone.
If you do NPS, if you do CSAT,definitely pull those in.
(23:17):
Pull in the CSM sentiment orthe account manager's sentiment
or whatever that may be.
All of those things are, yes,automations to get them into the
scorecard, but then also, insome instances, they are also
automations to prompt someone toprovide a bit of data, whether
it be the customer or somebodyinternally to provide data to
(23:38):
feed the scorecard.
The other part of scorecardautomation that I want to talk
about is the proactive motionsthat then come out of a
scorecard, because that is ripefor automation.
You don't want to wait to lookat a scorecard before actioning
the scorecard.
Don't want to wait to look at ascorecard before actioning the
(24:00):
scorecard.
You want the scorecard to bepredictive enough to where you
can automate actions off of itto actively engage with your
customer if something goes south.
A classic example is if you seea spike in support tickets.
Another example that's relatedis if you see zero support
tickets over a period of time.
To me that's an element ofdanger as well, if you have zero
(24:23):
support engagement from acustomer.
Classic example two is I meanoverall if your health score
takes a nosedive, you're goingto want to set up some alerting
around that.
Product telemetry if yourlogins take a dip, you're going
to want to set up some, you know, some alerting around that as
well.
So think about what thoseproactive elements of a
(24:48):
scorecard are that typicallypredict trouble or predict
success.
If your customer has achieved acertain milestone you know,
uploading 50 widgets beforetheir third anniversary I'm
making that up.
If they do that, and that istypically a sign of success for
(25:09):
your customer set up anautomation to send them a
written note or, you know, sendthem a piece of swag and, you
know, really help celebrate thecustomer and especially the
admins.
Show the admins some love.
Last category is really just abroad one, and that is to look
(25:31):
for all of the manual processesthat exist.
What are people doing manuallythat could easily be automated?
And this kind of goes hand inhand to another section where we
talked about team members thatare doing those mundane things,
but really take a broader lookat it.
(25:53):
So one example might be thehandoff of pre-sale to post-sale
information.
Is that being done manuallytoday and could it be done
automagically to help supportthe team, have more productive
conversations and reduce some ofmanual work to be done today
that could ideally be automatedand easily automated.
(26:14):
I mean, look, a lot of thesystems that we use today.
Most of them have APIintegrations and that is no
longer a really big, scary thingbecause of the proliferation of
platforms like Zapier orMakecom.
(26:36):
Like Zapier or makecom, thoseare all platforms where building
automations is literally aseasy as clicking and dragging
boxes into a flow.
Okay, it's a little bit morecomplex than that, but
automating things andintegrating systems to trade
information between each otherhas never been easier, and so
they're.
Really.
(26:56):
If there is a process thatexists where data is being, you
know, pushed from one system toanother manually, that is.
I have very little patience forthat kind of thing because it's
so easy to automate around it.
So, point being, look for thosemanual processes, either within
(27:17):
your team or outside of yourteam as well, because there are
probably other people doing somemanual processes to help
support your team that you couldalso help them automate.
So, support data hours,tracking, distributed
documentation, onboarding,upsell, renewals, data hygiene,
(27:38):
scorecards, predictive motions,manual processes that's quite a
lot we could probably you couldprobably add five or six to the
list.
In fact, email me if you haveothers, because I'd love to hear
from you if there are otherareas of your business that you
have helped automate and perhapswe'll do a follow-up to this
(27:58):
episode.
Automate, and perhaps we'll doa follow-up to this episode.
But here's the big red flagno-no, when it comes to
automation, there is a huge,huge draw towards just
automating for the sake ofautomating, and I've been guilty
of that myself and I still haveto kind of slap my wrist once
(28:19):
in a while if I'm tempted to goautomate something that isn't
being done manually first.
I think there's a couple ofexceptions here, but for the
most part, if you're going to goautomate something, ideally it
would be something that someonehas done manually before.
Ideally it would be somethingthat someone has done manually
before, because they havealready learned all of the
(28:41):
lessons for how not to do it.
They've already learned all ofthe lessons that you need to
make a successful automation,because otherwise, if you just
step in to automate something,you are likely going to have to
redo it Plain and simple, and soexpect to spend some cycles on
(29:03):
it.
Plain and simple, and so expectto spend some cycles on it, and
I have found that the mostefficient way to spend those
cycles is to do it myself first.
I'm going to literally take, ifI'm automating, a flag in this
system to be set from thisparticular action.
I will literally go do it inthose different systems to see
what happens and to see, youknow, is it feasible first off,
(29:27):
am I breaking other things?
If I go do that?
Ideally, you know, yourautomation shouldn't break stuff
and really, is it achieving thedesired result?
So I will go and do thingsmanually a few times.
I might even do it manually fora month just to see, a, how
annoying is it?
And B, can it be done?
(29:47):
And C, what are the lessonsthat I'm learning by doing it
manually, so that then I canbuild those certain guardrails
into my automation so that Idon't break stuff.
Because we don't want to breakstuff, we want to build stuff
right.
So that is the big red flagwarning.
So yeah, that's my list ofstuff that I'm looking at as I
(30:10):
step into this new business andthis new gig to start automating
various things.
I hope you have found it helpful.
Automating various things.
I hope you have found ithelpful.
It's definitely been a funexercise for me of digging into
these things and doing that witha fresh set of eyes, and I've
really tried to, you know, gointo this with eyes wide open,
(30:33):
because I know, you know, in sixmonths to a year, you know, I'm
going to be kind of in theweeds on a bunch of other stuff,
but at least I'll have aroadmap planned out for some of
the automations that I observedat the beginning, uh, that that
we want to go put in place, um,but anyway, I'm now I'm rambling
, so I wanted to share this listwith you.
I hope it's been helpful.
(30:55):
Thank you so much for the newsponsor, thinkific plus.
Thank you for those of you whoare listening and for your
feedback on these solo episodes.
It means a whole lot.
Thanks to the many, many peoplethat congratulated me on
LinkedIn.
That was kind of crazy.
It's so funny how the jobchange notifications in LinkedIn
(31:16):
are the ones where youtypically get the most
engagement.
Obviously, the algorithm has alittle bit to do with that, but
anyway, I'm super appreciativeof all of you.
Stay tuned.
Next week we have Samantha Davidjoining us, and for now, I hope
all of you have a lovelyThanksgiving, because this is
literally coming out the Tuesdaybefore Thanksgiving.
(31:38):
Hope you get a little bit oftime off if you're US-based.
If you're not US-based,hopefully you get some time off
too.
Let's put it that way, becauseyour US colleagues aren't
yapping at you over a Zoom call.
But for now I'll leave it there.
We'll see you next week.
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
(32:00):
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
digitalcustomersuccesscom.
I'm Alex Tergovich.
Thanks so much for listening.
I'll talk to you next week.
I've got an action-packed solo episode for
you today, including a bit of apersonal announcement, so stay
tuned.
Once again, welcome to theDigital Customer Experience
Podcast with me, alex Turkovich.
So glad you could join us heretoday and every week as we
explore how digital can helpenhance the customer and
(00:21):
employee experience.
My goal is to share what myguests and I have learned over
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.
Welcome back to the Digital CXPodcast, the show where we talk
(00:45):
about all things digital in CX.
This is episode 80.
As you know, every fifthepisode is a solo episode, so
you're getting all of this allday today.
Here we go.
We've got a prettyaction-packed agenda for you,
but before we get into the meatof the show, first off I want to
thank a new sponsor on the show, so if you're listening the
(01:08):
audio version, you know.
Please help me in welcomingThinkific Plus, which is an
awesome customer educationplatform.
You'll be hearing more of them,or about them throughout the
show but want to extend a reallywarm welcome to them.
A bit of housekeeping before weget into the show.
First and foremost, we havesome awesome guests coming up in
the next cycle, includingSamantha David from Mondaycom.
(01:32):
If you listened to the ScottWilder episode, you'll know that
she and I and Scott are doingthe Digital CS meetup once a
month, so definitely check thatout.
If you're not already signed upfor those events, you can do
that at digitalsuccessgradualus.
There'll be a link for thatdown in the description of the
(01:55):
show.
We also have Marlee Wagner, whois a marketing and digital CS
consultant.
She's pretty awesome, she doesa lot of speaking, and so she'll
be joining us in the next cyclealong with Alison Barrett of
Airtable, who is leading thedigital effort there at Airtable
.
And lastly, in the next seriesbefore the next solo episode is
(02:18):
Erwin Hipsman.
That one will actually comeabout after the holidays.
Actually, we're talking aboutJanuary when that episode hits,
because I've got a couple ofplans for the holidays, which
includes a little bit of kind ofover-the-shoulder play with
some new AI technology.
So stay tuned for that.
Over the holidays.
(02:39):
A couple of solo showssprinkled in there, so we've got
lots of stuff coming up for you.
If you haven't already takenthe Digital CS Maturity
Assessment that I launched a fewweeks ago, feel free to go and
do that.
You can do that on the websiteat digitalcustomersuccesscom.
Forward slash DCS maturity ornavigate to it from the website.
(03:02):
It is an assessment that'lltake you through the four
pillars of digital customersuccess that we've talked about
and ask you some questions andat the end, give you some
results based on how youanswered and some suggestions
for how you might improve yourprogram.
Would love your feedback onthat, but hopefully that's a
helpful tool for you, dependingon, obviously, what stage of
(03:26):
digital you're at.
Now.
The big kind of personalannouncement that I teased you
with at the beginning of theshow is I started a new gig last
Monday.
I'm now leading post-sale orcustomer experience at Belfry,
which is a vertical softwaresolution for the security guard
industry Super cool industry,amazing team I'm joining, so
(03:49):
I'll be coming in to help buildout post-sale motions, and that
definitely includes a lot ofdigital, and that's part of the
topic for today, which is allabout where to start looking for
automations, and so you're kindof getting a peek into my brain
(04:10):
as I'm stepping into this roleand as I'm starting to discover
what the current state is andwhat the possibilities are, what
I'm going to do is share withyou a lot of the things that I'm
looking at internally right now, as I start this new gig, to
try and start to figure out whatprocesses could be automated,
(04:32):
because one of the things thatI'm really excited about is the
opportunity to build and scale aCS function while we are in
this kind of massiveproliferation of technology and
artificial intelligence rightnow.
The things that we're able todo now are vastly different than
(04:53):
even two, three years ago, justbecause there's so many cool
use cases, niche little softwaresolutions that are coming to
market and so many largerproviders that are really
investing in artificialintelligence, and, of course, we
have this awesome power ofintegration to make all these
things sing together and worktogether.
(05:14):
And so the first step for me isreally just, you know, as I
step into this role is to try tofigure out where are the
elements where automation canreally make a huge difference,
and so I've got a bit of a listthat I'm going to rattle off for
you as this episode proceeds,on various ideas that you
(05:38):
yourself can also go and look at, for areas you might want to
look for automation and areaswhere you might want to look for
inefficiencies or where thereare overly bloated processes or
humans doing a bunch of manualwork.
Yeah, so, without further ado,let's jump right into it.
(05:59):
And so literally this isstraight out of my notebooks for
the last week or so, as I'vebeen actively just writing down
the places where I want toreally dig in and look for those
inefficiencies that we canoptimize.
For you know, belfry is astartup stage, so quite early,
(06:22):
although there are some prettysophisticated things that are
happening already, you know wedon't necessarily want to just
throw a headcount at problems.
We want to grow in a veryefficient way and in a way that
really helps the team membersthat are there to optimize and
to work efficiently.
So those are the kinds ofthings that I'm looking at and
the categories that I'm lookingat that I'll share with you here
(06:43):
looking at and the categoriesthat I'm looking at that I'll
share with you here.
So first on the list and this isone that I've mentioned on the
show before are support relatedthings and support data around.
You know, tickets and whatnot.
Now there are all kinds ofprocesses within support that
could, you know, probably usesome help.
And yes, I think a huge part ofthe equation for an efficient
(07:07):
support organization is usingartificial intelligence in a
customer-facing way that'strained on your internal
documentation to start to answera lot of those level one, maybe
even level two issues.
And one of the things that I'mlooking at are tickets that have
(07:28):
essentially an initial touchresolution.
Our first touch resolutionTicket comes in, we solve it
immediately, close it out, sendit on its merry way.
Those are the things and thoseare the tickets that I'm gonna
be looking at very closely tosee.
Are there things that we canoffer in a customer facing
perspective that can help todeflect those tickets?
(07:50):
So that you know the team isfocused on those high value
issues and really those issueswhere a human is absolutely 100%
necessary to solve some ofthose issues.
So, definitely looking at thatfrom an optimization standpoint,
but I'm also looking at supportdata around.
What kind of questions do werepeatedly get in support and
(08:15):
how can we offer proactivelysome content to the customer
base that alleviates some ofthat ticket volume coming in,
because the last thing we wannado is spend our entire day
answering the same question overand over and over again in a
support capacity, and so thefirst step of that is really
just looking to see are thererepeated things that were asked
(08:36):
over and over again and thatcould either be solved by
distributing a piece of content,could also be solved by a bit
of feedback to the productorganization for some changes,
getting on the roadmap that way,any number of ways to go about
solving those kinds of things.
Now, the next thing that I'mlooking at this is going to be
perhaps a little bit unpopularwhen I initially mention it, but
(09:02):
I am looking at hours trackingto some extent, and I'm not
looking at it from the lens ofoh, this person spent this many
hours doing this and this personspent this many hours doing
this.
Shout out to Rob Zambito forthis one, actually, because he
has a brilliant hours trackingtemplate.
It's actually it's quite simplewith that has one little tweak
(09:26):
on it, and it includes a columnfor sentiment.
In other words, what sentimentdid you have about this
particular activity?
Did it leave you energized andis it something that you really
enjoy doing?
Did it leave you, you know,drained?
Are you absolutely drainedafter this kind of activity?
(09:46):
And I think that is a veryimportant twist to traditional
hours tracking where you'reliterally just seeing okay, you
know how many hours a week arewe spending on these activities
and those activities and whatnot, which is one element of it.
But you're missing some depthwhen you only do that.
By adding sentiment into thattemplate, we're able to quickly
(10:08):
see you know what areas ourteams are struggling with.
What are those things that youknow?
When they open up, whatever itis to go do that activity, that
they leave just feelingcompletely drained and you know
maybe need a long breakafterwards.
And I think that's a veryimportant nuance, because part
of what we automate for is thecustomer journey.
(10:32):
We're always looking forcustomer-facing motions to
automate and those kinds ofthings, but that's not the
entire picture.
Something that a lot of usoverlook and are guilty of
overlooking is the employeeexperience as well, and
automating for the employeeexperience can be a massive,
massive morale boost.
If you're an individualcontributor today, think of
(10:56):
those things that take youseveral hours to do on a weekly
basis or a monthly basis andwhat a drag that is sometimes.
And what a drag that issometimes and what a relief that
is when those things are liftedoff your shoulders, at least
partially, if not entirely, forthose of you who are in
leadership position.
Think back to your individualcontributor days.
I guarantee you you had a taskor a set of tasks that you
(11:18):
dreaded on a weekly basis, andhow wonderful that feels to
alleviate some of those thingsfrom your plate.
So I think, as digital folks oras ops folks, I think it's very
important that we look at thoseactivities within our teams
that are leaving our teammembers drained and demoralized
(11:40):
after completing them as primeopportunities to pull in some
automation to help alleviatesome of that.
So, support, data, hours,tracking, cool.
Another place that I'm lookingat is frequently distributed
documentation.
Are there bits of documentation, pdfs or articles or technical
(12:04):
documentation that is being sentout on a repeated basis, maybe
to every customer, maybe toevery customer at a specific
stage in their lifecycle?
If the answer to that is yes,well that is a prime territory
for automation.
You know, for instance, if weknow that we are going to
distribute a certain set ofdocumentation as part of the
(12:27):
onboarding process, let'sautomate some of that.
If we know that there is acertain milestone that a
customer hits, that they willneed a certain bit of
documentation, you know, let'sautomate that.
Let's automate somepre-renewals informations and
maybe some contract distribution, like.
Those kinds of things where weare predictably sending
something to a customer are ripefor automation.
(12:49):
If a customer turns somethingon in the platform and it
requires a little bit oftechnical documentation to fully
understand it, let's automatethe distribution of that so that
we can be ahead of the customera little bit and display that
you know you as a brand are inpartnership with your customer.
So that's another thing I liketo look at is what is that
(13:11):
frequently distributeddocumentation, distributed
Documentation content.
You listen regularly and youwant to help others to discover
the content as well.
Please go ahead and follow theshow.
(13:43):
Leave a comment, leave a review.
Anything that you want to dothere really helps us to grow
organically as a show.
And while you're at it, go signup for the companion newsletter
that goes out every week atdigitalcustomersuccesscom.
Now back to the show and thatleads nicely into the next.
Really two things, which isonboarding briefly mentioned
(14:06):
that and renewals, which I alsomentioned briefly.
Let's start with the onboardingbit a little bit.
You know a lot of us haveonboarding teams, which I
celebrate because we all knowthat successful onboarding is
one of the best things, I shouldsay, that you can do to secure
(14:27):
the renewal down the road.
By being really focused andreally intentional on your
onboarding activities, you canmake sure your customer's time
to value is as fast as possible.
And so, when it comes toonboarding, you may have an
onboarding team.
Maybe they're doing a bunch ofstuff manually.
(14:47):
What bits of that can youautomate?
What parts of the onboardingprocess can you automate also
for your team members so thatthey don't have to make sure to
you know, remember everythingthey need to do?
Maybe there is some sort ofsystem that you already have in
place where you can build insome automation for your
(15:08):
internal team members so thatthey you know it makes their job
a lot easier to get theircustomers moving along.
Another area to look at foronboarding automation is if a
customer is missing milestones,what kind of automation can you
build in there to nudge yourcustomers along and, again,
avoid your team members havingto do that?
(15:28):
So just really think about notjust the customer element of
onboarding, but then also whatactivities your team must do
internally to support thatonboarding.
Speaking of team, if you'reonboarding new team members into
your organization, there mightbe a little bit of automation
(15:50):
that you want to look at thereas well.
You know, if you have somebodystarting and you know week one
is going to be X, y, z, why notautomate some of that?
Automate the distribution oftheir weekly to-do list or
something like that, you know.
Automate some of the check-ins.
If you have an LMS that you'reusing.
Automate some of the contentassignment based on somebody's
(16:11):
start date.
There's all kinds of thingsthat you can look at and of
course, I'm just giving you acouple of examples here.
It's going to vary greatly onwhat it is you actually do,
based on how you're set up andwhat your systems look like.
But think about your teammembers, please.
When it comes to onboarding andthat leads me into renewals and
(16:35):
also upsell opportunities let'sactually start with upsells.
If there are, let's say,modules that make sense at a
certain point in a customer'sjourney, you may want to
automate some things about theupsell.
Or if you know that certainsignals within your platform
will generally lead to theupsell of other modules, you may
(16:57):
want to automate some thingsaround that.
And this is where the linebetween marketing and digital CS
kind of blur a little bit.
But ultimately, what you'retrying to do is is is, you know,
lead your customer tosuccessful outcomes while at the
same time looking out for thefor the company and really
(17:17):
trying to drive as much accountvalue as possible.
And so if there are naturalplaces within the customer
lifecycle where a bit ofautomation could potentially
lead to some upsellopportunities, I highly highly
encourage you to look at that,because otherwise it it falls on
your CSM or your accountmanager or whoever to kind of
(17:40):
mentally recognize that withintheir accounts and whatnot and
ideally they would anyway.
But you might as well automatearound it as well.
When it comes to the renewal,those pre-renewal workflows are
critical, both internally andcustomer facing.
You may want to send yourcustomer some you know, t minus
(18:00):
90 day renewals alerts like, hey, you're, you know your
account's going to renew in 90days, etc.
Etc.
So you may want to do that.
But internally as well, you maywant to set up some reminders
for your team members to docheck-ins at a specific time,
for instance.
Or you know, just start gettingrenewals contracts drawn up and
(18:22):
whatever your process is aroundthere, really think through the
renewals process and do it fromthe lens of automation.
Okay, that's quite a list sofar.
We've talked about support data, we've talked about hours
tracking, we've talked aboutfrequently distributed
documentation, we've talkedabout onboarding.
We've talked about upsell,we've talked about renewal, got
(18:45):
like three or four more for youand then like a big, huge kind
of red flag for you at the end.
So stay tuned for that red flagfor you at the end.
So stay tuned for that.
Next one on my list is datacleaning, and this may be one
(19:08):
that isn't super obvious rightoff the bat, but I'll give you a
couple examples of why youmight think about automation in
your data hygiene process.
One of them is in your datahygiene process.
One of them is duplication.
I'm willing to bet that a lotof you, if not all of you,
struggle with accountduplication, contact duplication
(19:28):
, maybe even dealer opduplication.
Whatever that may be.
Chances are your customer datahas some semblance of
duplication in it and there areopportunities for you to
automate around that duplication, whether it be an automatic
(19:49):
merge of certain contact recordswithin an account, for instance
, if they meet certain criteria,or an alert for a team member
to go check out that duplication.
Two more examples of how youcould automate around data
cleaning.
One is just datastandardization.
If there are certain fieldsthat aren't, say, of a standard
(20:13):
format let's say it's a firstand last name, that is, all caps
or all lowercase, for instanceyou could automate some alerts
around that and really try todrive some cleanliness around
that, Automating things like doyou have phone numbers for all
of your contacts?
Or making sure that you can'tsave something you know without
(20:37):
actually having the right format, or certain things in a certain
way.
You just have to think aboutwhat standardization you want to
drive as part of yourautomation as well.
And the last example ofautomation and data in data
hygiene is the removal ofoutdated entries.
If there is a bit of data thatis just ancient, chances are
(21:03):
it's not going to be relevantand chances are removing it from
the system will actually giveyou some clarity.
Now, I don't think the removalof data or the deletion of data
is necessarily a popular thing,but you know, one example might
be certain statuses.
If there is an account statusfield or an account update field
(21:27):
that hasn't been updated inlike half a year or a year or
five years whatever that comfortthreshold is for you chances
are that update is no longerrelevant and no longer needs to
be in the system, and so if youset up an automation to
automatically purge that kind ofdata out, and then maybe
(21:49):
another automation that alertsthe CSM or somebody else to go
provide an update because theupdate field is empty or
somebody else to go provide anupdate because the update field
is empty, you know, that couldbe one example of how you would
use automation to actuallyremove outdated entries from
your customer set and keepthings a little bit cleaner for
yourself.
So that's data cleanlinessScorecards.
(22:12):
We could probably do a wholeepisode on customer scorecards,
health scores, all of that, andmaybe I might.
That's actually a good idea.
We could spend some time oncustomer scorecards but
fundamentally speaking, there'sa lot of automation that can go
into that.
(22:33):
I'm a huge proponent ofscorecards that have a nice mix
and blend of different types ofinformation from around the
business.
That could include, obviously,ideally some product telemetry.
It's always great to havewithin a scorecard.
Maybe there is some you knowknowledge base indicators that
(22:56):
come based on you know how oftenan account or a specific
content logs into the knowledgebase or the community or access
as a piece of learning what youknow.
What are those elements thatyou can pull in from those
resources for your scorecards.
Obviously, sentiment is a bigone.
If you do NPS, if you do CSAT,definitely pull those in.
(23:17):
Pull in the CSM sentiment orthe account manager's sentiment
or whatever that may be.
All of those things are, yes,automations to get them into the
scorecard, but then also, insome instances, they are also
automations to prompt someone toprovide a bit of data, whether
it be the customer or somebodyinternally to provide data to
(23:38):
feed the scorecard.
The other part of scorecardautomation that I want to talk
about is the proactive motionsthat then come out of a
scorecard, because that is ripefor automation.
You don't want to wait to lookat a scorecard before actioning
the scorecard.
Don't want to wait to look at ascorecard before actioning the
(24:00):
scorecard.
You want the scorecard to bepredictive enough to where you
can automate actions off of itto actively engage with your
customer if something goes south.
A classic example is if you seea spike in support tickets.
Another example that's relatedis if you see zero support
tickets over a period of time.
To me that's an element ofdanger as well, if you have zero
(24:23):
support engagement from acustomer.
Classic example two is I meanoverall if your health score
takes a nosedive, you're goingto want to set up some alerting
around that.
Product telemetry if yourlogins take a dip, you're going
to want to set up some, you know, some alerting around that as
well.
So think about what thoseproactive elements of a
(24:48):
scorecard are that typicallypredict trouble or predict
success.
If your customer has achieved acertain milestone you know,
uploading 50 widgets beforetheir third anniversary I'm
making that up.
If they do that, and that istypically a sign of success for
(25:09):
your customer set up anautomation to send them a
written note or, you know, sendthem a piece of swag and, you
know, really help celebrate thecustomer and especially the
admins.
Show the admins some love.
Last category is really just abroad one, and that is to look
(25:31):
for all of the manual processesthat exist.
What are people doing manuallythat could easily be automated?
And this kind of goes hand inhand to another section where we
talked about team members thatare doing those mundane things,
but really take a broader lookat it.
(25:53):
So one example might be thehandoff of pre-sale to post-sale
information.
Is that being done manuallytoday and could it be done
automagically to help supportthe team, have more productive
conversations and reduce some ofmanual work to be done today
that could ideally be automatedand easily automated.
(26:14):
I mean, look, a lot of thesystems that we use today.
Most of them have APIintegrations and that is no
longer a really big, scary thingbecause of the proliferation of
platforms like Zapier orMakecom.
(26:36):
Like Zapier or makecom, thoseare all platforms where building
automations is literally aseasy as clicking and dragging
boxes into a flow.
Okay, it's a little bit morecomplex than that, but
automating things andintegrating systems to trade
information between each otherhas never been easier, and so
they're.
Really.
(26:56):
If there is a process thatexists where data is being, you
know, pushed from one system toanother manually, that is.
I have very little patience forthat kind of thing because it's
so easy to automate around it.
So, point being, look for thosemanual processes, either within
(27:17):
your team or outside of yourteam as well, because there are
probably other people doing somemanual processes to help
support your team that you couldalso help them automate.
So, support data hours,tracking, distributed
documentation, onboarding,upsell, renewals, data hygiene,
(27:38):
scorecards, predictive motions,manual processes that's quite a
lot we could probably you couldprobably add five or six to the
list.
In fact, email me if you haveothers, because I'd love to hear
from you if there are otherareas of your business that you
have helped automate and perhapswe'll do a follow-up to this
(27:58):
episode.
Automate, and perhaps we'll doa follow-up to this episode.
But here's the big red flagno-no, when it comes to
automation, there is a huge,huge draw towards just
automating for the sake ofautomating, and I've been guilty
of that myself and I still haveto kind of slap my wrist once
(28:19):
in a while if I'm tempted to goautomate something that isn't
being done manually first.
I think there's a couple ofexceptions here, but for the
most part, if you're going to goautomate something, ideally it
would be something that someonehas done manually before.
Ideally it would be somethingthat someone has done manually
before, because they havealready learned all of the
(28:41):
lessons for how not to do it.
They've already learned all ofthe lessons that you need to
make a successful automation,because otherwise, if you just
step in to automate something,you are likely going to have to
redo it Plain and simple, and soexpect to spend some cycles on
(29:03):
it.
Plain and simple, and so expectto spend some cycles on it, and
I have found that the mostefficient way to spend those
cycles is to do it myself first.
I'm going to literally take, ifI'm automating, a flag in this
system to be set from thisparticular action.
I will literally go do it inthose different systems to see
what happens and to see, youknow, is it feasible first off,
(29:27):
am I breaking other things?
If I go do that?
Ideally, you know, yourautomation shouldn't break stuff
and really, is it achieving thedesired result?
So I will go and do thingsmanually a few times.
I might even do it manually fora month just to see, a, how
annoying is it?
And B, can it be done?
(29:47):
And C, what are the lessonsthat I'm learning by doing it
manually, so that then I canbuild those certain guardrails
into my automation so that Idon't break stuff.
Because we don't want to breakstuff, we want to build stuff
right.
So that is the big red flagwarning.
So yeah, that's my list ofstuff that I'm looking at as I
(30:10):
step into this new business andthis new gig to start automating
various things.
I hope you have found it helpful.
Automating various things.
I hope you have found ithelpful.
It's definitely been a funexercise for me of digging into
these things and doing that witha fresh set of eyes, and I've
really tried to, you know, gointo this with eyes wide open,
(30:33):
because I know, you know, in sixmonths to a year, you know, I'm
going to be kind of in theweeds on a bunch of other stuff,
but at least I'll have aroadmap planned out for some of
the automations that I observedat the beginning, uh, that that
we want to go put in place, um,but anyway, I'm now I'm rambling
, so I wanted to share this listwith you.
I hope it's been helpful.
(30:55):
Thank you so much for the newsponsor, thinkific plus.
Thank you for those of you whoare listening and for your
feedback on these solo episodes.
It means a whole lot.
Thanks to the many, many peoplethat congratulated me on
LinkedIn.
That was kind of crazy.
It's so funny how the jobchange notifications in LinkedIn
(31:16):
are the ones where youtypically get the most
engagement.
Obviously, the algorithm has alittle bit to do with that, but
anyway, I'm super appreciativeof all of you.
Stay tuned.
Next week we have Samantha Davidjoining us, and for now, I hope
all of you have a lovelyThanksgiving, because this is
literally coming out the Tuesdaybefore Thanksgiving.
(31:38):
Hope you get a little bit oftime off if you're US-based.
If you're not US-based,hopefully you get some time off
too.
Let's put it that way, becauseyour US colleagues aren't
yapping at you over a Zoom call.
But for now I'll leave it there.
We'll see you next week.
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
(32:00):
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
digitalcustomersuccesscom.
I'm Alex Tergovich.
Thanks so much for listening.
I'll talk to you next week.
Popular Podcasts
Fudd Around And Find Out
UConn basketball star Azzi Fudd brings her championship swag to iHeart Women’s Sports with Fudd Around and Find Out, a weekly podcast that takes fans along for the ride as Azzi spends her final year of college trying to reclaim the National Championship and prepare to be a first round WNBA draft pick. Ever wonder what it’s like to be a world-class athlete in the public spotlight while still managing schoolwork, friendships and family time? It’s time to Fudd Around and Find Out!
Crime Junkie
Does hearing about a true crime case always leave you scouring the internet for the truth behind the story? Dive into your next mystery with Crime Junkie. Every Monday, join your host Ashley Flowers as she unravels all the details of infamous and underreported true crime cases with her best friend Brit Prawat. From cold cases to missing persons and heroes in our community who seek justice, Crime Junkie is your destination for theories and stories you won’t hear anywhere else. Whether you're a seasoned true crime enthusiast or new to the genre, you'll find yourself on the edge of your seat awaiting a new episode every Monday. If you can never get enough true crime... Congratulations, you’ve found your people. Follow to join a community of Crime Junkies! Crime Junkie is presented by audiochuck Media Company.
The Breakfast Club
The World's Most Dangerous Morning Show, The Breakfast Club, With DJ Envy, Jess Hilarious, And Charlamagne Tha God!