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
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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. 

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