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

This week, we're diving deep into a topic near and dear to my heart (and probably yours): churn. But we're not just scratching the surface; we're exploring how digital CX, armed with the power of AI, can transform how we understand and combat customer attrition. You know the drill: dropdown menus with single-select reasons for churn, often filled out with bias or incomplete information. I argue that churn is rarely a single event, much like an aircraft accident, it's a confluence of factors. I'm sharing my detailed, four-step process for leveraging AI (specifically Claude in my case) to meticulously analyze churn events. We'll talk about validating narratives, filling in critical gaps, identifying pervasive patterns, and even using that analysis for regression testing across your entire customer base. This isn't just about understanding *why* customers leave; it's about proactively retaining the ones you have. If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass. 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.  FREE Digital CX Maturity Assessment: Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass: An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week! Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX. Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic

Hey, digital CX trailblazers! Ever wondered how to move beyond basic AI tasks and build a true AI "team" for your business? In Episode 110 of the DCX Podcast, I dive headfirst into the world of building managed agents in Claude. This isn't your average chatbot; we're talking about sophisticated AI entities that can automate complex workflows, coordinate with each other, and even learn from their past actions. I share my journey of using Claude to audit my own business and identify 36 potential agents – from content scouts to student support – and discuss how these AI team members can transform efficiency. We'll break down the core components of managed agents (agents, environments, credentials vaults, memory stores, and sessions) and explore how you can use them to streamline everything from podcast production to customer success management. Imagine AI agents monitoring for churn, identifying upsell opportunities, or even triaging guest pitches! This episode is packed with practical insights to help you start thinking about your own AI team. The prompt: "I am wanting to automate my business via a series of Claude Managed Agents doing a variety tasks that are currently being done either manually or via scheduled tasks in Cowork or Routines in Claude Code. I want to be quite niche with who these agents are so that tasks can be delegated to a high degree of detail across those agents. That means I'll also need some agents that coordinate with each other to get broader tasks done by their sub teams, much like a team structure works in the workplace. I would like you to audit my business based on conversations I've had with Claude and tools you have access to. Then create a detailed list of agents you suggest be created to help automate and coordinate this work. Also, make suggestions for additional tools needed to execute this work, however try to manage within the tools we already have in our tech stack. Ask me any clarifying questions you have until you are 100% certain of the task you need to accomplish and that you'll execute it to a high degree of accuracy." If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass. 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.  FREE Digital CX Maturity Assessment: Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass: An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week! Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX. Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic

Ever felt like you're talking to a wall with some of your customers? We all have that "silent segment" - those accounts that have seemingly ghosted us, showing no activity, sending no support tickets, yet potentially still showing "green" on our health scorecards. It's a common dilemma, and frankly, it's one of the scariest scenarios in customer success because silence often precedes churn. In this episode, I dive into how to identify these silent customers, differentiate between healthy silence and warning-sign silence, and – most importantly – what to do about it. We'll explore two key metrics to track, four customer segments based on their engagement patterns, and even a third, often overlooked type of "silence" that can plague your organization. Plus, I share how AI can be a game-changer in surfacing those hidden signals. Join me to learn how to turn silent customers into active, engaged, and retained ones. 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.  FREE Digital CX Maturity Assessment: Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass: An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week! Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX. Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic

This week on the DCX Podcast, I'm thrilled to chat with Kat Kenny, a true force in the digital customer experience space. Kat, known for her impactful work at Gainsight and now leading digital initiatives at Drata, shares her incredible journey from sales to scaling digital CS programs. We dive deep into how she leverages Digital Adoption Platforms (DAPs) to tackle customer friction points, transforming onboarding with in-app checklists and guided tours. Kat reveals how her team slashed time-to-value by 55% for early-stage customers – a truly fantastic win!  We also explore the groundbreaking ways AI is democratizing data access, allowing her team to build dashboards and prove business impact faster than ever. It's a game-changer for understanding program effectiveness and avoiding those dreaded "vanity metrics." Plus, we discuss her innovative approach to customer education, using AI to create engaging, gamified learning experiences. If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass. 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.  FREE Digital CX Maturity Assessment: Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass: An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week! Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX. Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic

In this episode, I had the pleasure of chatting with Karessa Parish, a true veteran of the digital customer success space. If you've been grappling with how to differentiate digital CS from scaled CS, or how to build out effective self-onboarding programs, this episode is a must-listen. Karessa shares her unique journey from middle school teacher to a leader in digital customer experience, highlighting how that "scrappiness" and educational mindset translates directly into building scalable, customer-centric programs. We dive deep into why digital CS acts as "the connective tissue" between customer touchpoints, making sure customers get the support they need even when a CSM isn't directly involved. Karessa also unpacks her strategy for internal "roadshows," fostering cross-functional collaboration, especially with product marketing, to ensure a unified and consistent customer experience. We explore the nuances of community building, gamification, and the ongoing challenge of customer engagement. Join us for a candid conversation packed with practical insights you can apply to your own digital CX initiatives. If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass. 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.  FREE Digital CX Maturity Assessment: Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass: An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week! Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX. Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic

In this exciting episode, we catch up with the insightful Eric Mystery, who returns to share his journey into AI transformation at Zapier. Eric, a longtime expert in customer education and deeply entrenched in AI's evolution, now combines these passions to bridge the gap between AI aspiration and real-world implementation for Zapier customers and internal teams. We dive deep into why mastering AI and digital tools is less about specific platforms and more about cultural adaptation and a "maker mindset." Eric emphasizes that the ability to quickly switch tools, adapt, and learn new technologies is the number one skill set in today's rapidly evolving digital landscape. He shares practical advice for navigating restricted environments, building personal solutions, and leveraging AI to supercharge customer education, moving from simply consuming content to actively creating and iterating. If you're pondering the future of customer experience and education through an AI lens, this episode offers invaluable perspectives. If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass. 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.  FREE Digital CX Maturity Assessment: Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass: An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week! Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX. Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic

Prompt Used for today's show: https://docs.google.com/document/d/1tDG3DKfYpLKwJOU8OKYA0-MWk22yMsIk4q2u2Rt6_FA/edit?usp=sharing Link to the app we vibe coded: https://poll-spark-stream.lovable.app Ready to dive into the future of digital tool creation? This week, we're not just talking about vibe coding – we're doing it LIVE!  Join me as we explore how this transformative approach is reshaping how we build tools, solve problems, and enhance both customer and employee experiences. I'll break down what vibe coding truly means, using practical metaphors and explaining why it's turning traditional coding on its head. We’ll discuss the exciting implications, from the rise of specialized micro-SaaS to teams solving their own unique challenges.  Plus, I'll share my "biggest unlock" for successful vibe coding: how to craft the perfect initial prompt to get 80% of the way there, right from the start. We'll even demo building a live polling app, so you can see the process firsthand (you might want to check out the video version!). This episode is packed with insights and takes you step-by-step through my own process and recommended tools.  Don't miss this deep dive into a skill that's quickly becoming essential for anyone in the digital space. If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass. 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.  FREE Digital CX Maturity Assessment: Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass: An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week! Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX. Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic

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 If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass. 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.  FREE Digital CX Maturity Assessment: Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass: An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week! Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX. Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic

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 +++++++++++++++++ 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.  FREE Digital CX Maturity Assessment: Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass: An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week! Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX. Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic

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.  FREE Digital CX Maturity Assessment: Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass: An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week! Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX. Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic

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. If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass. 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.  FREE Digital CX Maturity Assessment: Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass: An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week! Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX. Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic

Welcome to episode 100! I’m joined by Chuck Ganapathi, Gainsight’s new CEO, for a wide-ranging, candid conversation about where customer success is headed and what leaders should do right now. We start with Chuck’s career through four platform eras: mainframe to client/server to cloud to AI - and how those shifts shape strategy. He shares the little-known origin story of “Customer Success” at Salesforce, Gainsight’s early days, and why integrations (Salesforce, SAP CX, Microsoft Dynamics) are never “done”—they’re living systems that demand clean data and constant tuning. Then we dig into Chuck’s concept of Retention-as-a-Service. In a world where retention is existential, the 80/20 mindset breaks. Every dollar matters, which means every customer matters. We talk agentic AI (augmentation vs autonomy), how a “renewal agent” can cover the long tail, and why the magic is orchestration—letting agents handle the repeatable while humans lean into judgment, relationships, and value. We close with practical automation stories, a few resources Chuck follows, and a reminder that the human-to-human piece isn’t going anywhere. Links in Today's Episode: Ethan Mollik: One Useful ThingSaanya OjhaJamin Ball: Clouded JudgementAndrej Karpathy on the Dwarkesh Podcast: AGI is still a decade away If you're a new Digital CX leader looking to fast-track your onboarding, an individual contributor wanting to learn more about Digital or a senior leader looking for ways of enabling your team - look no further than the Digital CX Masterclass: visit https://digitalcustomersuccess.com/masterclass. 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.  FREE Digital CX Maturity Assessment: Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass: An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week! Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX. Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic

In Episode 99, I do something a little different: I take you behind the scenes as I use ChatGPT in voice mode to design a real automation from start to finish. The goal? Build an internal chatbot for product and engineering that’s trained on CX call transcripts stored in Gong, so teams can ask targeted questions (“What’s frustrating customers in Module X?”) and get instant, concise answers with deep links back to the exact call moments. You’ll hear how I frame the problem, push the model to avoid hallucinations, and pick a stack that balances speed, privacy, and scale: Gong → Airtable as the searchable store → a Zapier-hosted chatbot for querying. We also cover transcript hygiene (auto-removing small talk and personal details), vendor privacy considerations, and a simple habit hack: having AI remind you later to actually implement the ideas you generated while walking the dog. I’ll link the step-by-step PDF I asked ChatGPT to generate in the show notes so you can follow along and adapt it to your environment. If this sparks ideas for your own digital CX programs, follow/subscribe and drop a review—it really helps more practitioners find the show. 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.  FREE Digital CX Maturity Assessment: Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass: An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week! Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX. Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic

In this episode, we dig into a shift I think is non-negotiable in today’s AI-first world: you must become the director, not the doer. Inspired by Dan Martell’s framework, we explore how AI should handle the execution — while you define the outcome, set constraints, and bring the human edge. I introduce the three pillars that separate average from exceptional direction: Vision, Taste & Care. You’ll hear how I use them in real-world workflows, the traps I fell into trying to do everything myself, and a few tactical moves (prompts, boundaries, feedback loops) that helped me step up. If you feel like you’re driving but still stuck doing all the work — this one’s for you. 👉 Hit follow/subscribe so you don’t miss future episodes, and if this one lands, leave a review or drop me a 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.  FREE Digital CX Maturity Assessment: Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass: An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week! Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX. Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic

After a short hiatus, Alex is back—and he’s bringing some big energy and even bigger ideas to the Digital Customer Success podcast. In this solo episode, he shares a deeply personal and practical reflection on how we can create magical, human moments in our digital programs—at scale. Inspired by Will Guidara’s book Unreasonable Hospitality, Alex explores what it means to go beyond the expected, whether that’s sending a baby gift, a surprise mouse (the tech kind), or a handwritten note. The kicker? You can use AI and automation to help you spot those moments—without losing the human touch. You’ll learn: Why emotional connection matters more than ever in CXHow to train your systems (and your team) to spot moments of magicReal-world examples you can replicateTools like Gong, Zapier, and Handwrytten in actionIf you’re looking for a way to stand out in a sea of digital sameness, this episode’s for you. Subscribe and stick around—we’re just getting started. 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.  FREE Digital CX Maturity Assessment: Want to see how your digital cs program stacks up against The Four Pillars of Digital CX? Take a free, 15-minute assessment followed by tactical advice for advancing your program. Register for The Digital CX Masterclass: An 8-week, cohort based course that will get you fully operational in a few weeks instead of a few quarter! Fast-track your digital CS maturity and start shipping great work within the first week! Subscribe to the Newsletter: A weekly-ish companion newsletter in which I share the latest in digital cs, my own work and occasionally annoying opinions about the state of CX. Thank you for all of your support! The Digital Customer Success Podcast is hosted by Alex Turkovic