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

There is a small but mighty bunch of customer success leaders who are tasked with operating a Digital Customer Success program within the confines of an on-prem software product - and Stacie Chaney of VMware and I happen to be two of them!
So of course we talk about that in this episode and Stacie provides some amazing insight and tactics from her own DCS practice that have very real and practical implications now.
Stacie also discusses her background in Marketing and how well it translates into a career in CS.
Enjoy! I know I sure did...
Stacie's LinkedIn: https://www.linkedin.com/in/stacie-kaufman-chaney-360339b/
Resources Mentioned in this Episode:

• Podcast
  • Gain Grow Retain: https://podcast.gaingrowretain.com/
  • Unchurned: https://podcasts.apple.com/us/podcast/unchurned/id1635997357
  • Beating The Drum: https://beatingthedrum.com/

This episode of the DCX Podcast is brought to you by Thinkific Plus, a Customer Education platform designed to accelerate customer onboarding, streamline the customer experience and avoid employee burnout.
For more information and to watch a demo, visit https://www.thinkific.com/plus/

Support the show

+++++++++++++++++
Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.
Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.
Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic

It's easy to see why Ralphie English received the 2023 Customer Success Leader of the Year award at the Customer Success Excellence Award once you spend even a little bit of time with her. Not only is she an innovator in the digital CS space, having built a lot of creative engagement strategies for Deepgram customers, but she's also a fantastic leader both for her team and the wider CS community via her consultancy, Radical CS.
One fascinating aspect of her work with Deepgram is that there is no such thing as 'in-app' engagement with her customers as they are API-based , not SaaS - and there are some fascinating ways that she gets around this with her tech stack.
In our conversation, Ralphie and I discuss a wide array of topics including:

• The CS Excellence Awards
• Building CS and Digital CS functions from the ground up
• Creating great culture
• Ralphie's unique tech stack
• Equity & inclusion in tech & CS
• Empowering teams to take ownership
• ...among other things.

Enjoy! I know I sure did...
Ralphie's LinkedIn: https://www.linkedin.com/in/ralphetteenglish/
Radical CS: https://www.radicalcs.com/
Resources Mentioned in this Episode:

• Books
  • Orbiting the Giant Hairball: A Corporate Fool's Guide to Surviving with Grace by Gordon MacKenzie: https://amzn.to/3DqqRhV
  • Customer-Led Growth: A CEO's guide to building a B2B SaaS company by David Jackson: https://amzn.to/3q7TZHz
  • The Messy Middle: Finding Your Way Through the Hardest and Most Crucial Part of Any Bold Venture by Scott Belsky: https://amzn.to/3OzZ1X3
• Community:
  • Success in Black: https://www.successinblack.co/
• Podcast
  • The CSM Practice Podcast with Irit Eizips: https://www.csmpractice.com/podcast

Digital CS Kudos!
(i.e. who's doing great things in Digital Customer Success)

• Nick Sanders: https://www.linkedin.com/in/nick-sanders1/
  • Director, Digital CX Strategy at Dental Intelligence
  • Winner of the Most Innovative Strategy Awar

This episode of the DCX Podcast is brought to you by Thinkific Plus, a Customer Education platform designed to accelerate customer onboarding, streamline the customer experience and avoid employee burnout.
For more information and to watch a demo, visit https://www.thinkific.com/plus/

Support the show

+++++++++++++++++
Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.
Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.
Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic

You've likely seen Jan Young in various Customer Success communities such as the CS Office Hours and Rev Room. Most recently, she has launched JanYoungCX, providing courses, coaching & consulting in customer led growth. Her contributions to the CS community are numerous and always valuable, which is why I was so delighted to have her on the show!
In our conversation, we discuss (among other things) using tools to drive internal efficiencies, personalized content, generative AI and going beyond prompting, preparing for a tool's implementation, etc.
Enjoy! I sure did.
Jan's LinkedIn: https://www.linkedin.com/in/jan-young-cx/
JanYoungCX: https://janyoungcx.com
CS Office Hours: https://lu.ma/successhour
Resources Mentioned in this Episode:

• Tools worth checking out:
  • Fathom: https://fathom.video/
  • UpdateAI: https://update.ai
  • Staircase: https://staircase.ai
  • Involve: https://www.involve.ai/
  • Imersa: https://www.immersa.ai/
  • Hook: https://hook.co/
  • RevOS: https://www.revos.ai/
  • Intelligage: https://completecsm.ai/intelligage-home/

Digital CS Kudos!

• Awards for Digital CS
  • Everafter: https://www.everafter.ai/blog/most-creative-customer-success-leaders-2023
  • Customer Success Excellence Awards: https://www.customersuccessexcellence.com/

This episode of the DCX Podcast is brought to you by Thinkific Plus, a Customer Education platform designed to accelerate customer onboarding, streamline the customer experience and avoid employee burnout.
For more information and to watch a demo, visit https://www.thinkific.com/plus/

Support the show

+++++++++++++++++
Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.
Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.
Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic

I thoroughly enjoyed my conversation with Jeff in this week's episode. Most of you will probably know him from Gain Grow Retain and his constant presence on LinkedIn. I was excited for this interview as Jeff has talked with so many amazing CS leaders and as such, has had his finger on the pulse for quite a few years now.
In this episode, Jeff and I discuss the evolution of Digital Customer Success, practical advice for those getting started in DCS, the benefits of office hours and user-generated content, building customer relationships over time , among other things!
Enjoy! I sure did...
Jeff's LinkedIn: https://www.linkedin.com/in/scaledcs/
GGR: https://gaingrowretain.com
Higher Logic: https://higherlogic.com
Resources Mentioned in this Episode:

• Newsletters:
  • Chartr Newsletter - Data visualization: chartr.co
• Podcasts
  • My First Million: https://www.mfmpod.com/

Digital CS Kudos!

• Greg Danes on the value of paying for education
• Matt Dixon on reducing effort
• Monday.com

This episode of the DCX Podcast is brought to you by Thinkific Plus, a Customer Education platform designed to accelerate customer onboarding, streamline the customer experience and avoid employee burnout.
For more information and to watch a demo, visit https://www.thinkific.com/plus/

Support the show

+++++++++++++++++
Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.
Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.
Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic

Nat Onions, CX leader at Customer.io, dives into the importance of data and automation in driving effective customer support and engagement. She shares her experiences from building a customer success program, experimenting with AI tools, and leveraging SMS to scale interactions, while also discussing the significance of diversity and attention to detail in creating impactful digital experiences.
Chapters:
00:02:29 - An early career in design and printing
00:04:14 - Chaos management learned from beer
00:05:23 - Design and attention to detail in CX
00:06:39 - Superman fandom and collecting rare items
00:08:24 - Nat's transition to customer experience leadership
00:10:21 - Building a customer success program at Customer.io
00:15:05 - Defining digital in the CX world
00:18:29 - Launching a virtual assistant for customer support
00:19:44 - The power of automation in summarizing support tickets
00:25:31 - Experimenting with AI and automation tools
00:29:22 - Maximizing SMS for customer engagement
00:35:41 - Strategies to overcome champion change challenges
00:44:25 - Gender diversity in tech and leadership
Enjoy! I know I sure did...
Nat's Linkedin: https://www.linkedin.com/in/natalie-onions/

Support the show

+++++++++++++++++
Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.
Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.
Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic