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

Bit of a different episode!

I'm hiring at Belfry Software! Among the roles I have open, one is a Digital CX Program Manager!

Go see the open roles at belfrysoftware.com/careers/
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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

Ever felt like you're constantly playing catch-up in customer experience? What if you had an AI assistant working proactively for you, around the clock? In this episode we dive deep into the game-changing potential of agentic AI, specifically highlighting the new scheduling feature within Claude Cowork.

Until recently, true agentic AI was largely reserved for technical experts. But with Claude Cowork, it's now accessible to the masses, allowing you to automate repetitive, insightful tasks – from daily health reports to weekly QBR prep and churn signal digests. Alex explains how this isn't just about simple automation; it's about spinning up a full agentic loop that reads context, calls tools, and adapts its output. While some limitations exist (hello, Mac desktop app!), the ability to schedule recurring, complex tasks in natural language is a massive unlock for anyone in CX. Get ready to shift from reactive to proactive and reclaim your time!

Download our Digital CX Claude Plugin Suite: shop.digitalcustomersuccess.com
Support the show
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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

Download your CS Claude Plugins: store.digitalcustomersuccess.com
In this episode, Alex dives into a massive shift happening right now in the AI landscape: the move from ChatGPT to Claude. It's a conversation you won't want to miss if you're navigating the rapidly evolving world of AI tools in your CX and CS roles.

Alex shares why Claude is gaining significant traction, particularly for its practical, co-worker-like responses and its advanced functionalities like "Co-Work" and "Skills." We explore how different AI platforms—ChatGPT, Gemini, Perplexity, and Claude—excel in various tasks, helping you decide which tool is best suited for your specific needs, whether it's deep research, image generation, or sophisticated task management.

A highlight of this episode is the introduction of Claude's game-changing features: Co-Work, which acts as a language intermediary for complex projects, and "Skills," customizable actions that automate repeated tasks, from preparing EBRs to generating churn post-mortems. Alex even shares how he built a sophisticated staffing model in just two hours using Co-Work!

Whether you're new to AI or looking to optimize your current stack, this episode offers practical insights and a glimpse into the future of AI co-pilots.
Support the show
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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

In this episode, we tackle the ago-old question in digital customer success: how do you gracefully transition customers from ahigh-touch, one-on-one CSM relationship to a scalable self-serve digital motion?
It's a critical challenge as businesses grow and seek to optimize valuable CSM time.
We dive deep into why segmentation needs to go beyond just Annual Recurring Revenue (ARR), exploring additional factors like product complexity and future growth potential to ensure the right customers get the right level of human support.
Discover the prerequisites for a successful digital transition, including the necessity of a robust, self-serve foundation and a smart triggering mechanism to proactively engage customers. 
I share insights on reframing the conversation from "what they're losing" to "what they're gaining," and the importance of always providing a human bailout option.
We also touch on virtual QBRs and auto-renewal strategies. 
Join me to learn how to prepare your CS motions for digital, keep customers engaged and empower them in a hybrid digital-human experience.

Email Template mentioned in the show: https://docs.google.com/document/d/1SSTLT2iOZ7O271zvJ2n55jHx3MgWrO72IMrSM56HXs4/edit?usp=sharing
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

Today I’m joined by Stephanie Blair, Founder of Know & Flourish (https://knowandflourish.com/), for a practical conversation on digital career growth in Customer Success. We dig into how to build a career identity (not just a title), why experimentation matters, and how to expand your lane without burning out. You’ll hear a real-world example from my team of turning a scrappy spreadsheet into a lightweight web tool, and what that kind of initiative can do for your brand inside the business.
We also talk about the shift in CS org design: the rise of digital program managers, AI-assisted workflows, and yes - why human, IRL moments still win renewals. 
If you’re exploring a pivot into CS (from sales/marketing/product) or within CS (service → expansion, or IC → leader), Stephanie breaks down how to translate your skills, control your narrative, and interview like a peer.
Housekeeping: I’ll be co-chairing the CS Summit in Austin later this month, and the Digital CX Masterclass is coming soon join the waitlist at https://DigitalCustomerSuccess.com/Masterclass to be first in line.
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