The Digital CX Podcast · 2024-10-22 · 27 min
In this solo episode of the podcast, I spend a bit of time recapping a recent talk I gave together with Dan Ennis at Churn-In, ChurnZero's annual conference and also take some time to discuss the launch of the Digital CS Maturity Assessment, which you can go through by following this link for free: I then go through a bit of Q&A from the Zero-In session itself! See the chapters to jump to a specific question. Chapters: 00:00 - Intro 01:18 - Churn-In Recap 01:36 - Digital CS Maturity Assessment 04:30 - How to Measure the ROI of your Digital program 08:41 - Which self-service mediums are most effective in the SaaS world today that help to promote advocates and reduce support costs? 13:58 - Do you have any books, podcasts or frameworks you would recommend for newbies? 16:13 - “Tech Touch”, Digital SC and Scaled CS interchangeability 18:21 - Incorporating contextual data in predictive modeling Enjoy! I know I sure did. Special shoutout to: - Dan Ennis: my awesome co-presenter at Churn-In - Keishla Ceasar-Jones, Malachi Hopoate, Sylvanie Tweed & Tom Battle for their great questions!
Other episodes covering the same guests and topics, from across The B2B Podcast Index.
Digital CS, Done The Hard Way w/ Madelyn DePrey Global VP of Customer Success @ AircallThe Customer UnSuccess Podcast · on digital customer success83 / 100
Why B2B Brands Are Using AI for Customer Health ScoringThe Growth Operator with Fexingo · on ChurnZero77 / 100
Ep. 192 - Why SaaS Growth Now Starts After the SaleSaaS Backwards · on ChurnZero76 / 100
CELab - Ep 180 - Lila Krutel - How MCP + AI Are Shifting Power Back to Customer Education LeadersCELab: The Customer Education Lab · on digital customer success70 / 100
Customer Success Playbook PS3 E50 - Joe Di Grande - Your CS Tech StackThe Customer Success Playbook · on digital customer success
107 - How to Get Started with Digital Customer Success - Marley WagnerWomen in Customer Success Podcast · on digital customer success
Digital CX with Real Impact: Kat Kenny on DAP, AI, and Customer Education | Episode 10880 / 100
Why Culture is Key to AI Transformation in CX with Eric Mistry of Zapier | Episode 10665 / 100
Live Vibe Coding Session: How to Build Your Own Suite of CX Tools | Episode 10547 / 100
The Biggest AI Unlock for 2026: Scheduling Tasks in Claude | Episode 10448 / 100
Unlocking CX Efficiency with Claude, not ChatGPT: Co-Work and Skills Explained | Episode 10359 / 100