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
🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com

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-sande

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
🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com

Not only does Chad Horenfeldt have an incredible background in CS, published his own podcast (along with other great content) and is involved in various CS organizations...but he's working on a new book as well! I was excited to chat with Chad about his own Success and Failures (hint hint) in establishing and running Digital CS programs.
Chad's LinkedIn: https://www.linkedin.com/in/chadhorenfeldt/
Resources Mentioned in this Episode:

• Book: The Seven Pillars of Customer Success by Wayne McCulloch
• Tool: Chili Piper - scheduling for lead conversion
• Podcasts:
  • Unchurned
  • GGR
  • Success League Radio

Shoutouts to Digital CS Pioneers:

• Dan Ennis @ Monday.com
• Lane Hart @ Heap
• Catalyst software for their open publications of CS best practices

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
🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com

RevSetter founder Haydar Al Saad discusses with Alex his new revenue-centric customer success platform and its unique approach to integrating both sales and customer success functions. He and Alex explore his extensive experience in SaaS and Haydar’s philosophy on the importance of post-sale revenue growth and the role of digital customer success tools overall in enhancing efficiency and customer value.

Chapters:

• 03:02 - Private Equity → SaaS
• 05:38 - Sales → Customer Success
• 10:19 - Importance of Post-Sale Revenue Growth
• 15:05 - RevSetter: The Revenue-Focused CSP
• 20:37 - Digital Tactics for Customer Onboarding
• 23:05 - User Experience: RevSetter’s Approach
• 25:14 - Modernizing CS with Flexible Tools
• 33:25 - Innovative Digital Motions in SaaS

Enjoy! I know I sure did...

Haydar's LinkedIn: https://www.linkedin.com/in/haydaralsaad/
RevSetter: https://revsetter.com/
Resources:

• Topline Podcast: https://www.salestalentagency.com/topline-podcast/
• Customer Success Podcast: https://www.csmpractice.com/podcast

Shoutouts:

• Jan Young: https://www.linkedin.com/in/jan-young-cx/
• Daphne Costa Lopes: https://www.linkedin.com/in/daphnecostalopes/

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This episode was edited and sponsored by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young. Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals. Lifetime Value is offering select services at a deeply discounted rate for a limited time. Navigate to lifetimevaluemedia.com to learn more.
+++++++++++++++++

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
🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com

Jay Nathan is the co-founder of GrowthCurve.io, Chief Customer Officer at Churnkey, and one of the most respected voices in the customer success community. He joins Alex as they explore Jay’s early career as a software engineer, the integration of AI with other digital tools, and navigating the economic landscape of SaaS.

Chapters:

• 00:02:28 - Introducing Jay Nathan
• 00:04:44 - A background in software engineering & web development
• 00:08:52 - Institutionalizing customer centricity
• 00:11:05 - Creating a great culture for employees
• 00:13:19 - Customer success and organizational capability
• 00:15:22 - Validating usability through customer interviews
• 00:17:26 - The ABCAI methodology
• 00:19:34 - Driving outcomes with digital
• 00:21:43 - AI in the customer success world
• 00:23:49 - Tailoring technologies for different team structures
• 00:25:54 - The changing economics of SaaS
• 00:30:13 - Human-to-human connections
• 00:32:32 - Managing the customer life cycle
• 00:34:37 - The intersection of company culture and ROI
• 00:36:40 - Automating the business development function
• 00:38:41 - Engaging with customers using marketing tricks

00:40:40 - Shout outs
Enjoy! I know I sure did...
20% off of the Cover Your SaaS course: https://growthcurve.io/products/coveryoursaas?promo=dcs

Jay's LinkedIn: https://www.linkedin.com/in/jaynathan/
+++++++++++++++++
This episode was edited by Lifetime Value Media, a media production company founded by my good friend and fellow CS veteran Dillon Young. Lifetime Value aims to serve the audio/video content production and editing needs of CS and Post-Sales professionals. Lifetime Value is offering select services at a deeply discounted rate for a limited time. Navigate to lifetimevaluemedia.com to learn more.
+++++++++++++++++

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
🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com