The Digital Customer Experience Podcast

Jenelle Friday of Forecastable and the Customer Success Collective’s “CS Leader of the Year” for 2023 is someone who is easily liked. She's hyper-in tune with what makes people tick, and is even the author of her own framework on emotional intelligence in customer success. In this wonderful chat, we talk about: 00:00 - Caring for your customers 02:27 - Being Authentic in Customer Success 04:41 - A Journey to Customer Success and Emotional Intelligence 06:53 - The Importance of Being Human in Business Relationships 09:11 - Being True to Yourself in Business 11:19 - Acknowledging Fears and Embracing Imperfection 13:29 - Emotional Intelligence and Self-Awareness in Customer Success 15:37 - The Importance of Work in Relationships 17:42 - The Importance of Human Interaction 20:11 - Elevator Pitch for Digital Customer Success 22:25 - The Importance of Emotional Intelligence in Digital Communications 24:39 - Using Emotional Intelligence for Customer Engagement 26:47 - The Importance of Social Awareness in Decision-Making Process 29:06 - Cultural Differences in Customer Success 31:21 - Building a Customer Community 33:33 - Coordinating Communication Across Departments 35:42 - Understanding the Customer Perspective 38:01 - Living Boldly and Courageously 40:26 - Developing Soft Skills in Business 42:27 - Fostering Emotional Intelligence in the Workplace 44:51 - The Importance of Emotional Intelligence in Digital Customer Success 46:54 - Book Recommendations and Finding Normalcy 49:04 - Soft Skill Development and Giving Back to the Community Enjoy! I know I sure did... +++++++++++++++++ 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. +++++++++++++++++ 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

As we pop the champagne on our 50th show, a heartfelt thank you is in order for every listener & guest who's joined me on this wild ride through the evolving world of digital customer interactions. It's a transformational moment for the show as we shift from focusing on 'Digital Customer Success' to encompassing the broader 'Digital Customer Experience', ensuring we capture the essence of every digital touchpoint. As such, we are changing the name of the show to 'The Digital Customer Experience Podcast'! In this episode, I'm going through and answering some of the most frequently asked questions that I get on a regular basis, which leads to the following topics: A couple of links from the show: https://digitalcustomersuccess.comhttps://digitalcustomersuccess.com/digital-cs-word-map/https://digitalcustomersuccess.com/tech-stack/https://growthcurve.io/cover-your-saasSupport 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

Kari Ardalan of Qualtrics is a staple in the CS community and has been leading scaled motions for YEARS - which is sometime that not a lot of people can say. She also sits on Gainsight's Digital Advisory Board - so yeah, she's qualified to talk about this stuff. :-) In this fantastic conversation, we talk about: Enjoy! I sure did... Kari's LinkedIn: https://www.linkedin.com/in/kariardalan/ Link to Kari's post about the qualities of a Digital CS Leader: https://www.linkedin.com/posts/kariardalan_digitalsuccess-leadership-recruitment-activity-7175101395631570944-qujn?utm_source=share&utm_medium=member_desktop Shoutouts: https://www.linkedin.com/in/delorescooper/https://www.linkedin.com/in/austinkwon/https://www.linkedin.com/in/kelly-bray-1684166/https://www.linkedin.com/in/rimpledpatel/ +++++++++++++++++ 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

Christine Raby, Founder of DeliverDelight, brings the heat in this episode where we cover off a very wide range of topics - some CS related and some non-CS related. Christine's background is absolutely fascinating and I've been a fan of her presence both on LinkedIn and TikTok for quite some time now. This episode is full of practical examples and advice for both ICs and leaders alike as we talked about: Like I said, a wide variety of topics. Enjoy! I know I sure did... Christine's LinkedIn: https://www.linkedin.com/in/christineraby/ DeliverDelight: https://www.deliverdelight.xyz/ Shoutouts: https://www.linkedin.com/in/saralynneroberts/https://www.linkedin.com/in/jessicareserosborn/https://www.linkedin.com/in/dianadejesus/https://howtobreakintotech.com/https://www.linkedin.com/in/charlottechaze/+++++++++++++++++ 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

Irit Eizips has been in and around CS for a long time. From being in on the ground floor at Gainsight to running her very successful consultancy, she has been a staple in the CS community and consistently produces fantastic content that we all benefit from! In this episode, we get into: Loads of great info in this one. Enjoy! I know I sure did... Irit's LinkedIn: https://www.linkedin.com/in/eizips/ CSM Practice: https://www.csmpractice.com/ CSM Practice YouTube Channel: https://www.youtube.com/c/CSMPractice Resources: https://amzn.to/3TLXYoghttps://amzn.to/3TLXYoghttps://amzn.to/3TRk9cuShoutout: https://www.linkedin.com/in/yair-bortinger/https://www.youtube.com/watch?v=4pwj634-qu0+++++++++++++++++ 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

Maarten & Michiel Doornenbal are not only brothers, but also co-founders of Churned! They join me this week for a fantastic conversation about the platform they've built, AI, scorecards and more! Unfortunately, my audio/video didn't record - so you'll here me narrating the episode - but it's kind of fun to switch formats up here an there. In the episode, we talk about: Enjoy! I know I sure did! Maarten's LinkedIn: https://www.linkedin.com/in/maartendoornenbal/ Michiel's LinkedIn: https://www.linkedin.com/in/michiel-doornenbal-98710067/ Churned: https://churned.io Resources Mentioned: https://peak.capital/the-big-exit-show-podcast/https://customersuccesssnack.com/https://www.linkedin.com/company/cs-connect/https://amzn.to/3VN2cP7https://open.spotify.com/show/394xlIBALeAPMEeq1EvJPt++++++++++++++++++ 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

Invariably, when you speak to someone in CS about Rob Zambito, the first comment that almost always comes back is, "He's a good guy". ...and I couldn't agree more. I wouldn't say that I've known Rob for a very long - but the time we've spent both on Zoom and in-person has always been extremely high-quality, funny, impactful, personal and full of great questions. This is the same approach Rob takes with all of his clients at Success Scaled, where he advises seed to B-series companies on CS strategies. He asks A LOT of questions and puts together a good picture of current-state before digging into solutioning. This is also what makes him a phenomenal guest for this episode of the show because he has seen A LOT of stuff work - and a lot of stuff not work! In this episode, we talk about: Rob's LinkedIn Podcasts: 30 Minutes to President's ClubRevenue BuildersEconomics of Everyday ThingsShoutouts: Ryan JohansenMickey PowellLauren 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

Not only does Delores Cooper of Zendesk have a pretty amazing back story, she's also doing some pretty amazing things with a small and scrappy team at Zendesk. Short form video has become an increasingly popular medium for distribution of content and Zendesk is utilizing this as part of their digital enablement strategy. In this conversation, we talk about: Delores' LinkedIn: https://www.linkedin.com/in/delorescooper/ DCS Connect Community: https://airtable.com/appLGhZyujOoYp8BQ/shr4ixoZmB8hBoLbM Shoutouts: Grace Maxon:https://www.linkedin.com/in/grace-lofgren-maxon-a98049156/Cooper Roe:https://www.linkedin.com/in/cooper-roe/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

Nik Mijic, co-founder of Matik comes to us this week with not only a fascinating back-story, but some great CS-related content as we discuss a wide variety of very timely and important topics. In this episode, we talk about: Enjoy! I know I sure did... Nik's LinkedIn: https://www.linkedin.com/in/nikola-mijic-9012201b/ Matik: https://www.matik.io/ +++++++++++++++++ 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 always love talking with people who work within companies that serve the CS community, and this one is no different. Erica was a fantastic guest to have on the show, partly because of the myriad of roles she's played at the company but also because she has done and is doing some pretty cool things in the realm of digital and customer education. In this fascinating conversation we talk about: Enjoy! I know I sure did... Erica's LinkedIn: https://www.linkedin.com/in/esakroyd/ Shoutout: Daphne Costa Lopes: https://www.linkedin.com/in/daphnecostalopes/ ++++++++++++++++++ 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

Lane Hart of Contentsquare brings to CS a no nonesense approach to ensuring the renewal via strong data analysis combined with a very human approach of customer engagement. He has taken lessons learned from his years in management consulting at IBM forward into a rocketship trajectory in CS at Heap - now Contentsquare. Be sure to grab a pen and paper for this one as we talk about: Lane's LinkedIn: https://www.linkedin.com/in/lanehart/ Resources: https://www.lennyspodcast.com/https://amzn.to/3wDVfVHhttps://amzn.to/3wDVfVHhttps://www.omnigroup.com/omnifocus/Shoutouts: Mike MolinetMark KosoglowWes GibsonTodd BuslerSupport 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

Dickey Singh, CEO of Cast joins us this week for a bonus episode in which we discover his fascinating journey from a long line of engineering leadership roles to today, where he's leading the charge of AI in CS. We discuss at length what he and his team at Cast.app are doing to help revolutionize digital CS and what the future of all of this technology looks like. Topics covered include: there’ Enjoy! I know I sure did... Dickey's LinkedIn: https://www.linkedin.com/in/dickey/ Cast: https://cast.app/ Pure Storage ROI with Cast: https://cast.app/purestorage-roi ++++++++++++++++++ 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

James Lawson of River Consultancy Group joins us this week in a fun conversation that spans a wide range of topics including a growing sentiment among CS leaders that contributions to the customer journey should be cross collaborative in nature. James is the founder of River Consultancy Group and currently serves as CCO at key Computer Applications Ltd. It is this along with his long history in CS that have shaped his unique and healthy outlook on CS and how CSMs specifically can best position themselves in the future. In this episode, we cover topics including: Enjoy! I know I sure did... James' LinkedIn: https://www.linkedin.com/in/jlaw-customersuccess/ River Consultancy Group: https://www.riverconsultancygroup.co.uk/ Resources: https://dailystoic.com/https://amzn.to/3SHZabyShoutouts: https://www.linkedin.com/in/mickeypowell/https://www.linkedin.com/in/markus-rentsch-customer-value-led-growth-for-saas/+++++++++++++++++ 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

Today's discussion with Dee Kapila is a fascinating insight into the world of building innovative digital programs within a very well known and broadly used organization, Miro. As Global Head of Scaled Customer Experience, Dee leads both digital and customer education functions. Her talk last year at Pulse on having SLG & PLG work in harmony for the benefit of the customer journey was fascinating on completely on point! Our conversation focused on: Enjoy! I sure did... Dee's LinkedIn: https://www.linkedin.com/in/deekapila/ Dee's Talk at Pulse in 2023: https://pulselibrary.gainsight.com/video/product-vs-sales-led-growth-embrace-both-with-scaled-cx Dee's Substack: https://deekapila.substack.com/ Shoutout: Sam David ++++++++++++++++++ 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

Ezra Zimbler is a long time LinkedIn team member, currently based in Dublin who is driving some really great initiatives and customer facing teams. He's a diversity & equity champion within the halls of LinkedIn as well as without. This is definitely a topic of conversation in this episode, along with LinkedIn's efforts around building customer community and how the teams are structured around digital CS. In this episode, you'll hear about: Enjoy! I sure did! Ezra's LinkedIn: https://www.linkedin.com/in/ezimbler/ Customer Success Monthly Newsletter: https://www.linkedin.com/newsletters/7023248545004539904/ Customer Success Monthly YouTube Channel: https://www.youtube.com/@CustomerSuccessMonthly/ Shoutouts: Dan EnnisDeclan McKiernanAndy Best+++++++++++++++++ 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

Sara Roberts (Bayview Talent and host of Success Unscripted) may not immediately jump out to you as an obvious guest of this podcast. No, she doesn't run a digital CS function nor does she have a rich history in CS. What she does have is her finger on the pulse for growing and scaling CS teams as that is her recruiting agency's specialty. As such, it was a great opportunity to talk about two specific areas: the state of the CS job market today and how to build & scale digital functions. In this fascinating interview we discussed: Sara’s LinkedIn: https://www.linkedin.com/in/saralynneroberts/ Bayview Talent: https://www.bayviewtalent.com/ Success Unscripted Podcast: https://www.unscriptedpod.com/ Resources: Crunchbase 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

Reminder! Enter for a Gold Pass to the CS Festival in Austin: LinkedIn posthttps://www.linkedin.com/feed/update/urn:li:activity:7152780848642068480Today's Guest Annie Dean of RecastSuccess is a TRUE CS veteran and is one of those rare individuals who was around when the term 'Customer Success' was coined! What does that mean for us? Lots of insight and knowledge to learn from. In this fascinating conversation, Annie draws from her deep career at legendary companies like LinkedIn, Cisco & Coursera - as well as her current experience with RecastSuccess - to give us a ton of great nuggets of knowledge. It was also a pleasure having her on as RecastSuccess does so much to drive equity and diversity within CS - which is definitely worth highlighting. In this fantastic conversation, we cover a lot of ground including: Annie's Industry Newsletter List 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

Enter the contest for a Gold Pass ($1300 value!) to the Customer Success Festival in Austin (Feb 13 & 14, 2024) by following these steps: LinkedIn posthttps://www.linkedin.com/feed/update/urn:li:activity:7152780848642068480Today's Guest Anika Zubair is a CS household name and award winning customer success leader who is constantly providing insanely valuable content to the community. She has led and scaled many functions throughout her career and is currently Head of Customer Success at Griffin. There are so many valuable nuggets of information to pull away from our conversation in this episode including: Anika's LinkedIn: https://www.linkedin.com/in/anikazubair/ Apps: Cast.appBagelContent: This is Growth PodcastRevenue Today PodcastCS Office HoursShoutouts: +++++++++ 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

Enter the contest for a Gold Pass ($1300 value!) to the Customer Success Festival in Austin (Feb 13 & 14, 2024) by following these steps: LinkedIn posthttps://www.linkedin.com/feed/update/urn:li:activity:7152780848642068480Winner will be announced on Jan 31! +++++++++++++ Today's Guest: Anita Toth There is no denying that there are a ton of amazing people in the CS community. Anita Toth is no exception. She is such a great presence in CS and regularly puts her academia background in full display with well thought through concepts and tangible take-aways that help elevate CS within our organizations. This conversation was jam packed with really great take-aways including: Anita's LinkedIn ATI Churn No More Leadership Workshop Resources: The School of Greatness: Lewis HowesDr. Joe DispenzaDoctor Mike+++++++++++++ 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

Bhavika Kochhar is one of those amazing individuals that does an incredible amount of service to the CS community and seemingly eats, sleeps & breaths customer success. She's been in the trenches as a CSM and is now pursuing her Masters in Engineering Management, where she is focused on pulling technical prowess into CS. I loved this conversation with Bhavika because she provided a lot of tactical advice, not only for leaders but also front-line CSMs on the mindset and general operations of great digital programs. Topics in our conversation include: Such great info from such a sweet person. I hope you enjoy...because I sure did! Bhavika's LinkedIn: https://www.linkedin.com/in/bhavikak/ Bhavika's Website: https://www.bhavikakochhar.com/ CS Ladies initiative: https://www.linkedin.com/company/csladies/ Resources: Customer Success Mindset: Building Customer-Centricity into the DNA of your Growth Strategyhttps://amzn.to/3vtw6N6The AI Empowered Customer Experience: A CX practitioner's guide to the possibilities and risks of AIhttps://amzn.to/41Ob7R0+++++++++++++++++ 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