The Biggest AI Unlock for 2026: Scheduling Tasks in Claude | Episode 104

1 00:00:16,050 --> 00:00:19,410 SPEAKER_00: We've been talking about agentic AI for a while 2 00:00:19,410 --> 00:00:23,570 now, and for the masses, that hasn't actually been a thing 3 00:00:23,730 --> 00:00:28,690 until recently, because Claude Co-Work has made that insanely 4 00:00:28,690 --> 00:00:31,890 accessible, and we're going to talk about how scheduling in 5 00:00:31,890 --> 00:00:35,170 Claude Co-Work is your big unlock for this year. 6 00:00:35,410 --> 00:00:36,289 Stay tuned. 7 00:00:36,530 --> 00:00:39,410 Once again, welcome to the Digital Customer Experience 8 00:00:39,410 --> 00:00:41,490 Podcast with me, Alex Turkovich. 9 00:00:41,730 --> 00:00:44,609 So glad you could join us here today and every week as we 10 00:00:44,609 --> 00:00:47,890 explore how digital can help enhance the customer and 11 00:00:47,890 --> 00:00:49,170 employee experience. 12 00:00:49,410 --> 00:00:52,050 My goal is to share what my guests and I have learned over 13 00:00:52,050 --> 00:00:54,609 the years so that you can get the insights that you need to 14 00:00:54,609 --> 00:00:56,530 evolve your own digital programs. 15 00:00:56,770 --> 00:01:00,210 If you'd like more info, need to get in touch, or sign up for the 16 00:01:00,210 --> 00:01:03,170 weekly companion newsletter that has additional articles and 17 00:01:03,170 --> 00:01:06,769 resources in it, go to digitalcustomer success.com for 18 00:01:06,769 --> 00:01:06,929 now. 19 00:01:07,090 --> 00:01:08,370 Let's get started. 20 00:01:08,689 --> 00:01:11,329 Hello, and welcome back to the Digital CX Podcast. 21 00:01:11,489 --> 00:01:16,049 My name is Alex Turkovich, and uh I'm so glad to have you back 22 00:01:16,129 --> 00:01:20,370 uh for this episode of the show that I'm insanely excited about 23 00:01:20,689 --> 00:01:24,290 because we have been playing with artificial intelligence 24 00:01:24,290 --> 00:01:30,370 tools for a long time, and a lot of us are using them in a lot of 25 00:01:30,370 --> 00:01:31,570 different cool ways. 26 00:01:31,730 --> 00:01:36,689 Uh, I talk with you all basically on a weekly basis 27 00:01:36,930 --> 00:01:39,730 about some of the great things you're doing with artificial 28 00:01:39,730 --> 00:01:40,370 intelligence. 29 00:01:40,609 --> 00:01:44,450 And um, you know, make no mistake, there's a lot of great 30 00:01:44,450 --> 00:01:46,769 things happening in artificial intelligence, but when you look 31 00:01:46,769 --> 00:01:53,969 at the landscape today, up until really a month or two ago, maybe 32 00:01:53,969 --> 00:02:00,769 three months now, uh there have been very kind of incremental 33 00:02:00,850 --> 00:02:06,370 small steps towards what I'll call a gentic artificial 34 00:02:06,370 --> 00:02:09,409 intelligence that is democratized or available for 35 00:02:09,409 --> 00:02:10,449 the masses. 36 00:02:10,930 --> 00:02:14,449 But until now, we've kind of all been playing, to be honest with 37 00:02:14,449 --> 00:02:18,689 you, and that has been the advice until now is like if 38 00:02:18,689 --> 00:02:21,650 you're in chat, you know, use Chat GPT and play with it and 39 00:02:21,650 --> 00:02:22,370 all that kind of stuff. 40 00:02:22,449 --> 00:02:24,770 And I think that's that's still great advice. 41 00:02:24,930 --> 00:02:28,530 If you're if you're in, you know, if you're in artificial 42 00:02:28,530 --> 00:02:30,610 intelligence tools, you're playing around, you're doing 43 00:02:30,610 --> 00:02:32,930 some prompting, you're using it on a day-to-day basis, you're 44 00:02:32,930 --> 00:02:35,170 kind of playing around, you're you know, you're getting used to 45 00:02:35,170 --> 00:02:39,170 the idea of working with artificial intelligence. 46 00:02:39,250 --> 00:02:40,129 I think that's phenomenal. 47 00:02:40,370 --> 00:02:44,689 Puts you ahead of like a whole mess of people. 48 00:02:45,090 --> 00:02:48,289 It puts you in the top percentile of people that are 49 00:02:48,289 --> 00:02:49,569 actually doing this stuff, right? 50 00:02:49,810 --> 00:02:52,289 So pat on the back. 51 00:02:52,930 --> 00:02:58,050 Now, with Claude Co-work, things are changing a bit. 52 00:02:58,289 --> 00:03:04,449 Until a few weeks and months ago, truly agentic workers or 53 00:03:04,449 --> 00:03:08,289 agents that do stuff for you on a regular basis has been 54 00:03:08,289 --> 00:03:15,409 reserved for kind of people on the high echelon of technical 55 00:03:15,409 --> 00:03:19,009 expertise and artificial intelligence know-how and all of 56 00:03:19,009 --> 00:03:19,969 that kind of stuff. 57 00:03:20,129 --> 00:03:23,569 And it hasn't really been a mainstream thing. 58 00:03:23,969 --> 00:03:29,330 What has changed over the course of the last few months is a 59 00:03:29,330 --> 00:03:32,530 while ago we saw this thing come out called Moltbot, and it 60 00:03:32,530 --> 00:03:37,490 changed names a couple times to you know Clawbot, and now it's 61 00:03:37,490 --> 00:03:41,009 OpenClaw, which is now owned by OpenAI. 62 00:03:41,090 --> 00:03:44,050 It's like the whatever, forget the names for a second, but 63 00:03:44,050 --> 00:03:47,890 basically it's this you know, the first kind of agentic thing 64 00:03:47,890 --> 00:03:49,569 that you would install locally on. 65 00:03:49,890 --> 00:03:53,009 A bunch of people went out, they bought like Mac minis to host 66 00:03:53,009 --> 00:03:55,810 this thing on and set a bunch of stuff up, and there's security 67 00:03:55,810 --> 00:03:56,849 implications, blah blah blah. 68 00:03:56,930 --> 00:03:58,210 I won't get into the details of it. 69 00:03:58,289 --> 00:03:59,890 You can Google it if you want. 70 00:04:00,210 --> 00:04:03,409 Anthropic was crazy smart about this whole thing because they 71 00:04:03,409 --> 00:04:07,650 saw people flocking to this because it was this kind of 72 00:04:07,810 --> 00:04:15,650 truly first agentic woodwork 24-7 AI partner and started in a 73 00:04:15,650 --> 00:04:18,289 hurry building the stuff into Claude. 74 00:04:18,689 --> 00:04:21,810 Okay, so we're today we're gonna talk about Cloud Cowork a little 75 00:04:21,810 --> 00:04:25,329 bit, but we're gonna talk specifically about scheduling, 76 00:04:25,490 --> 00:04:31,009 which is a new feature in Cloud Cowork that allows you to set up 77 00:04:31,009 --> 00:04:34,370 tasks and schedule them on a regular basis. 78 00:04:34,850 --> 00:04:37,410 Um, so we're gonna talk about the benefits, some of the 79 00:04:37,410 --> 00:04:41,250 drawbacks, some of the gotchas, uh, and then I want you to go 80 00:04:41,250 --> 00:04:41,810 play with it. 81 00:04:41,970 --> 00:04:46,050 So, first off, um, if you're listening to this currently in 82 00:04:46,050 --> 00:04:52,930 March of 2026, um, if you're a PC user on Claude, I hate to 83 00:04:52,930 --> 00:04:55,170 break it to you, but you're probably gonna have to wait for 84 00:04:55,170 --> 00:04:58,850 this a little bit because as of right now, scheduling is only a 85 00:04:58,850 --> 00:05:03,490 Claude co-work situation, and that is only available on the 86 00:05:03,490 --> 00:05:08,050 Mac desktop app, not on the web app, not on the mobile app. 87 00:05:08,930 --> 00:05:12,530 So, sorry, but I would imagine it's coming soon. 88 00:05:12,610 --> 00:05:13,810 I don't really know. 89 00:05:14,530 --> 00:05:18,050 So, uh right out of the gate, that's a big, big gotcha, right? 90 00:05:18,209 --> 00:05:21,089 Um, that doesn't mean if you're a PC user, you should stop 91 00:05:21,089 --> 00:05:21,730 listening. 92 00:05:22,530 --> 00:05:25,089 But um, it is something to be aware of. 93 00:05:25,329 --> 00:05:30,689 Now, if you're familiar with Claude or your Claude user, this 94 00:05:30,689 --> 00:05:32,129 will be kind of old hat. 95 00:05:32,209 --> 00:05:35,649 But those of you who are just getting into it, Claude is kind 96 00:05:35,649 --> 00:05:40,209 of divided into three different functionalities, really two. 97 00:05:40,449 --> 00:05:44,449 One is chat, like your your basic um kind of chat that we're 98 00:05:44,449 --> 00:05:47,649 all used to with Gemini and ChatGPT and all those, it's 99 00:05:47,649 --> 00:05:49,009 very, very similar. 100 00:05:49,250 --> 00:05:53,649 Uh, the second is code, which software engineers are using to 101 00:05:53,649 --> 00:05:56,050 actually write code, and a lot of, you know, a lot of people, 102 00:05:56,129 --> 00:05:59,970 not just software engineers, are using it, you know, to create 103 00:06:00,129 --> 00:06:02,530 basically uh and build cool stuff. 104 00:06:02,769 --> 00:06:04,689 Cowork sits kind of in the middle of it. 105 00:06:04,769 --> 00:06:10,370 It uses Claude Code as its engine to build things, but it 106 00:06:10,370 --> 00:06:15,730 uses basically the the language models of chat um to make it 107 00:06:15,730 --> 00:06:16,449 more accessible. 108 00:06:16,610 --> 00:06:20,689 So you don't have to really be in at the code level and and 109 00:06:20,689 --> 00:06:22,850 really understand what's happening under the hood. 110 00:06:23,009 --> 00:06:27,089 The re another reason why cowork is so powerful is because it 111 00:06:27,089 --> 00:06:31,009 gives you access to a bunch of apps, bunch of the apps you 112 00:06:31,009 --> 00:06:33,009 already have in your ecosystem via connectors. 113 00:06:33,089 --> 00:06:36,129 So you can connect your Google ecosystem to it, you can connect 114 00:06:36,129 --> 00:06:41,490 gamma to it, or linear, or HubSpot, or just basically 115 00:06:41,490 --> 00:06:42,290 anything. 116 00:06:42,610 --> 00:06:46,129 There's a lot of stuff that already has these uh these 117 00:06:46,129 --> 00:06:50,930 connectors for Claude, new ones coming every day, also via MCP 118 00:06:50,930 --> 00:06:51,569 servers. 119 00:06:51,730 --> 00:06:54,290 Um, you can get access to a bunch of apps that don't like 120 00:06:54,290 --> 00:06:58,370 officially have a connection, but you can connect to a lot of 121 00:06:58,370 --> 00:07:01,649 existing apps in your ecosystem, which is insanely powerful. 122 00:07:01,889 --> 00:07:06,050 The second thing with cowork is that by using skills and 123 00:07:06,050 --> 00:07:10,050 plugins, which is essentially a collection of skills, you can 124 00:07:10,050 --> 00:07:15,569 give co-work these really prescriptive instructions for 125 00:07:15,569 --> 00:07:17,810 how to complete a certain task. 126 00:07:18,209 --> 00:07:22,290 That's super important if you are very a very niche user. 127 00:07:22,449 --> 00:07:26,129 Uh, one of the things I talked about in a previous episode is 128 00:07:26,209 --> 00:07:30,050 um I put together a whole collection of skills 129 00:07:30,209 --> 00:07:33,569 specifically for customer success and bundle them. 130 00:07:33,730 --> 00:07:37,730 There's a CSM one, there's a CS Leader one, a CS ops one. 131 00:07:37,810 --> 00:07:39,410 You can actually go download these if you want. 132 00:07:39,490 --> 00:07:43,490 It's at shop.digitalcustomer success.com, shameless plug. 133 00:07:43,649 --> 00:07:45,329 Um, but go grab them and play with them. 134 00:07:45,410 --> 00:07:49,089 But it's essentially a collection of skills that you 135 00:07:49,089 --> 00:07:51,009 want to curate for yourself. 136 00:07:51,089 --> 00:07:53,810 Um so you can install these and grab them from a variety of 137 00:07:53,810 --> 00:07:56,769 different places, including Anthropic itself. 138 00:07:57,089 --> 00:08:01,730 But what we're gonna talk about today is the scheduling 139 00:08:01,730 --> 00:08:02,850 functionality. 140 00:08:03,170 --> 00:08:07,649 Because what you can now do is you can set up regular recurring 141 00:08:07,649 --> 00:08:12,290 cadences of tasks that you do on a regular basis. 142 00:08:12,449 --> 00:08:17,410 So if there are things that you do daily or weekly or monthly 143 00:08:17,649 --> 00:08:21,569 that you want to automate with artificial intelligence or make 144 00:08:21,569 --> 00:08:25,089 easier with artificial intelligence, Clot will now do 145 00:08:25,089 --> 00:08:27,490 that for you without having to think about it. 146 00:08:27,569 --> 00:08:31,490 So you're you're giving it the instructions once and you're 147 00:08:31,490 --> 00:08:35,409 having it run in perpetuity until you don't want it to run 148 00:08:35,409 --> 00:08:35,730 anymore. 149 00:08:35,889 --> 00:08:36,689 You think about that. 150 00:08:36,769 --> 00:08:41,730 That's insanely powerful to be able to schedule these things in 151 00:08:41,730 --> 00:08:45,250 advance to run for you and to, you know, kind of be your 152 00:08:45,250 --> 00:08:49,089 secretary or your assistant or your your virtual assistant, if 153 00:08:49,089 --> 00:08:53,409 you will, to do a variety of tasks that include pulling data 154 00:08:53,409 --> 00:08:56,369 from all your different tools and running certain tasks and 155 00:08:56,369 --> 00:08:58,769 skills automatically. 156 00:08:58,929 --> 00:09:03,409 Now, what happens is every every time that uh a scheduled task 157 00:09:03,409 --> 00:09:09,009 spins up, it does start a new cowork session in Claude with 158 00:09:09,009 --> 00:09:12,929 access to all the tools and plugins and MCP servers that you 159 00:09:12,929 --> 00:09:14,129 have connected to it. 160 00:09:14,369 --> 00:09:17,489 And you know, you can set these schedules up um in a couple 161 00:09:17,569 --> 00:09:18,049 different ways. 162 00:09:18,129 --> 00:09:21,409 You can you can do it in the scheduled section on the sidebar 163 00:09:21,409 --> 00:09:25,889 of Claude, um, or you can just run the slash schedule command 164 00:09:25,889 --> 00:09:30,529 inside co-work, which will then allow you to essentially set up 165 00:09:30,529 --> 00:09:32,369 that schedule with Claude itself. 166 00:09:32,529 --> 00:09:33,329 Now, what's cool about that? 167 00:09:33,489 --> 00:09:37,809 I mean, we've we've we've had scheduled automations forever, 168 00:09:38,049 --> 00:09:38,369 right? 169 00:09:38,689 --> 00:09:42,929 Um, what's different about this is you're spinning up a full 170 00:09:42,929 --> 00:09:48,209 agenc loop every time you this scheduled task runs, which means 171 00:09:48,209 --> 00:09:52,849 it can read context and call various tools and reasoning uh 172 00:09:53,089 --> 00:09:57,489 around, you know, maybe shifting dynamics that happen depending 173 00:09:57,489 --> 00:09:58,529 on what it is you're doing. 174 00:09:58,609 --> 00:10:02,609 So it's not just like a very, it's not a it's not a super 175 00:10:02,609 --> 00:10:04,609 prescriptive thing that it's doing every time. 176 00:10:04,769 --> 00:10:08,449 It it is it is changing its output based on what its 177 00:10:08,449 --> 00:10:09,969 findings are every time. 178 00:10:10,209 --> 00:10:15,169 So the real benefits here are that you are shifting from 179 00:10:15,169 --> 00:10:17,169 reactive to proactive. 180 00:10:17,329 --> 00:10:20,689 You're not asking it to pull stuff together in the nick of 181 00:10:20,689 --> 00:10:22,129 time before something is due. 182 00:10:22,289 --> 00:10:27,329 It's doing it for you in advance of you having to get ready for a 183 00:10:27,329 --> 00:10:31,569 board meeting or a QBR or you know, whatever it may be, 184 00:10:31,729 --> 00:10:33,649 employee reviews, those kinds of things. 185 00:10:33,809 --> 00:10:36,769 You can schedule those things in advance so that you're ready for 186 00:10:36,769 --> 00:10:40,289 them and you have the resources at hand when you need them. 187 00:10:40,449 --> 00:10:43,329 You know, and then when it's done, uh the you know, the 188 00:10:43,329 --> 00:10:44,929 output is just waiting there for you. 189 00:10:45,009 --> 00:10:46,689 You don't have to babysit the work. 190 00:10:46,849 --> 00:10:50,529 It is essentially a it's a fundamentally different 191 00:10:50,529 --> 00:10:53,809 relationship with artificial intelligence. 192 00:10:53,969 --> 00:10:58,449 The other big real tangible benefit of this is that um, you 193 00:10:58,449 --> 00:11:01,089 know, this this compounds upon itself. 194 00:11:01,569 --> 00:11:05,409 Skills have taught Claude how to work, what you want it to do, 195 00:11:05,489 --> 00:11:06,609 and how it should do it. 196 00:11:06,769 --> 00:11:09,809 Plugins have bundled those skills together along with the 197 00:11:09,809 --> 00:11:14,369 apps and commands, um, you know, so that you can essentially have 198 00:11:14,369 --> 00:11:17,489 it handle entire processes on its own. 199 00:11:17,729 --> 00:11:23,089 Now, scheduling those tasks puts all of that together on repeat. 200 00:11:23,250 --> 00:11:27,649 And again, there's no code, there's no APIs, you don't need 201 00:11:27,649 --> 00:11:31,489 technical understanding of you know, cron jobs and syntax and 202 00:11:31,489 --> 00:11:32,289 all that kind of stuff. 203 00:11:32,369 --> 00:11:37,729 It's just natural language task delegation in the artificial 204 00:11:37,729 --> 00:11:38,369 landscape. 205 00:11:38,689 --> 00:11:40,609 So sounds great, sounds awesome. 206 00:11:40,769 --> 00:11:41,969 There are some drawbacks, right? 207 00:11:42,129 --> 00:11:44,849 So I mentioned at the beginning, right now this is co-work only, 208 00:11:44,929 --> 00:11:47,569 so this is Mac only at this time. 209 00:11:47,809 --> 00:11:50,129 There's a couple of other things to hear. 210 00:11:50,289 --> 00:11:55,009 Now, these scheduled tasks really only run when your 211 00:11:55,009 --> 00:12:00,529 computer is awake and if the claw desktop app is actually 212 00:12:00,689 --> 00:12:01,169 open. 213 00:12:01,409 --> 00:12:04,529 Because of the nature of claw, it is hosted on your computer, 214 00:12:04,609 --> 00:12:06,449 it's not in the cloud somewhere. 215 00:12:06,609 --> 00:12:10,369 Um, and so it does need to be on to be able to run those 216 00:12:10,369 --> 00:12:11,169 scheduled tasks. 217 00:12:11,329 --> 00:12:15,250 So if your computer happens to be shut down or asleep or in 218 00:12:15,250 --> 00:12:18,769 your bag when you have scheduled a task, it's not gonna run it. 219 00:12:18,929 --> 00:12:19,250 Okay. 220 00:12:20,369 --> 00:12:24,689 Now it so you know, so it'll skip the task and then run it 221 00:12:24,689 --> 00:12:27,649 automatically once your computer is awake. 222 00:12:27,809 --> 00:12:30,529 Uh, you know, once you've once you've booted your computer back 223 00:12:30,529 --> 00:12:31,250 up or whatnot. 224 00:12:31,409 --> 00:12:34,769 But it does have that limitation that you have to be active in 225 00:12:34,769 --> 00:12:36,529 the app for it to run that. 226 00:12:36,689 --> 00:12:39,409 Now it's you know, it's early days on this stuff, so it's not 227 00:12:39,409 --> 00:12:40,769 perfect just yet. 228 00:12:40,929 --> 00:12:43,809 Um, and in fact, you may find that when you first run a 229 00:12:43,809 --> 00:12:46,689 scheduled job, it may not work. 230 00:12:47,169 --> 00:12:50,289 It'll probably work, but it may not work entirely the way that 231 00:12:50,289 --> 00:12:51,569 you want it to work. 232 00:12:51,729 --> 00:12:56,609 And so a lot of times it takes a couple of iterations to get this 233 00:12:56,609 --> 00:12:57,089 perfect. 234 00:12:57,250 --> 00:13:01,649 And that's why prompt quality really, really matters and being 235 00:13:01,649 --> 00:13:05,649 very specific with what you want it to do and how you want to do 236 00:13:05,649 --> 00:13:05,969 it. 237 00:13:06,129 --> 00:13:09,889 Um, but then also, you know, adjusting and iterating as you 238 00:13:09,889 --> 00:13:12,609 go based on how it completed a task. 239 00:13:13,089 --> 00:13:17,329 One example is I had I had a scheduled task set up to you 240 00:13:17,329 --> 00:13:20,529 know look at a certain spreadsheet and give me a 241 00:13:20,529 --> 00:13:22,849 summary off of it on a daily basis. 242 00:13:23,809 --> 00:13:27,329 And turns turns out right out of the gate, it didn't have access 243 00:15:25,999 --> 00:15:28,239 to the sheet that I wanted it to look at. 244 00:15:28,319 --> 00:15:30,959 And so what it actually did, because I have the Chrome 245 00:15:31,119 --> 00:15:33,839 extension installed, it tried to basically pull up the 246 00:15:33,839 --> 00:15:37,039 spreadsheet and read through it and the super time consuming and 247 00:15:37,199 --> 00:15:38,159 kind of dumb, right? 248 00:15:38,319 --> 00:15:42,639 So um I went and modified the prompting for that scheduled 249 00:15:42,639 --> 00:15:45,759 task to make sure that it actually had access to the 250 00:15:45,759 --> 00:15:47,359 document that I wanted it to. 251 00:15:47,519 --> 00:15:50,639 So you do need to review the first few runs of this to make 252 00:15:50,639 --> 00:15:52,799 sure that it's actually doing what you want it to do. 253 00:15:52,959 --> 00:15:56,479 Now, another thing that you'll likely notice is that the prompt 254 00:15:56,479 --> 00:16:02,399 that you send to this scheduled task initially likely won't stay 255 00:16:02,399 --> 00:16:04,479 exactly as you wrote it. 256 00:16:04,719 --> 00:16:08,479 And that's because when it runs the first time, Claude will 257 00:16:08,479 --> 00:16:13,919 actually rewrite it based on what it learned, which is cool. 258 00:16:14,079 --> 00:16:17,279 And I think that is a you usually a very good thing. 259 00:16:17,599 --> 00:16:20,639 But like I just mentioned, you're gonna want to monitor how 260 00:16:20,639 --> 00:16:24,559 it's actually doing it and what the rewrites are so that the 261 00:16:25,119 --> 00:16:28,479 task stays true to what the intent is. 262 00:16:28,559 --> 00:16:33,119 And in fact, you should probably be very specific with that 263 00:16:33,119 --> 00:16:37,199 intent when you first start with that prompt, just to make sure 264 00:16:37,199 --> 00:16:40,239 that it's clear on what the actual goal is. 265 00:16:40,479 --> 00:16:44,799 One thing that you likely should consider is having Claude 266 00:16:44,959 --> 00:16:48,879 actually write these scheduled prompts for you and have it ask 267 00:16:48,879 --> 00:16:51,919 you clarifying questions for what it is you want to 268 00:16:51,919 --> 00:16:52,799 accomplish. 269 00:16:52,879 --> 00:16:56,479 Um, and then actually have it go validate that that prompt is 270 00:16:56,479 --> 00:16:59,599 actually executable before you go schedule the task. 271 00:16:59,839 --> 00:17:02,319 Save you a little bit of headache down the road and 272 00:17:02,319 --> 00:17:06,480 probably reduce you know some of the cycles until it gets it 273 00:17:06,480 --> 00:17:07,440 perfectly right. 274 00:17:08,240 --> 00:17:10,720 Okay, so I think you get it. 275 00:17:10,879 --> 00:17:13,119 Um it's a huge unlock. 276 00:17:13,279 --> 00:17:20,399 I I did come up with a short list of like 10 CX use cases 277 00:17:20,399 --> 00:17:22,960 that you could use scheduled tasks for. 278 00:17:23,440 --> 00:17:27,200 Um I'd also love to hear what your use cases are if you're 279 00:17:27,200 --> 00:17:30,720 currently using scheduled tasks, but here's the few that I came 280 00:17:30,720 --> 00:17:31,119 up with. 281 00:17:31,200 --> 00:17:33,920 Um, first one is like a daily health report. 282 00:17:34,159 --> 00:17:39,519 Let's have Claude on a daily basis pull data from your CRM or 283 00:17:39,519 --> 00:17:43,119 your CS platform if they're connected, and summarize 284 00:17:43,119 --> 00:17:46,960 accounts that are at risk or have no activity for a long 285 00:17:46,960 --> 00:17:51,440 time, um, open escalations, anything that needs your 286 00:17:51,440 --> 00:17:55,119 attention, hopefully before it actually lands in your inbox as 287 00:17:55,119 --> 00:17:56,000 an escalation. 288 00:17:56,159 --> 00:17:58,960 Uh, another one might be a weekly QBR prep. 289 00:17:59,039 --> 00:18:03,200 So every Monday, uh have a GoPoll account activity or 290 00:18:03,200 --> 00:18:10,079 calendar activity and go look at your QBRs for the week and help 291 00:18:10,079 --> 00:18:14,079 you help you get prepared for them or help you as a leader 292 00:18:14,159 --> 00:18:18,319 maybe help your team prepare for those upcoming QBRs. 293 00:18:18,559 --> 00:18:21,599 Another one might be churn signal digest. 294 00:18:21,839 --> 00:18:26,399 So you can set like a daily or a weekly task to scan for patterns 295 00:18:26,399 --> 00:18:29,119 across your account set. 296 00:18:29,359 --> 00:18:33,680 Uh you can look at things like uh support ticket volume spikes 297 00:18:33,839 --> 00:18:37,759 or login drops or feature adoption gaps or anything like 298 00:18:37,759 --> 00:18:42,639 that and compile that into kind of a prioritized list for CSMs 299 00:18:42,960 --> 00:18:45,359 uh so that they know where to focus on. 300 00:18:45,599 --> 00:18:49,119 Number four would be an onboarding milestone tracker. 301 00:18:49,279 --> 00:18:55,200 Every weekday uh or maybe once a week, check which new customers 302 00:18:55,200 --> 00:18:58,240 are getting ready to start onboarding or which ones are 303 00:18:58,240 --> 00:19:02,399 behind on their milestones, uh, you know, which ones seem to 304 00:19:02,399 --> 00:19:04,720 have gotten stuck in the process, which ones are 305 00:19:04,720 --> 00:19:06,480 graduating from the process. 306 00:19:06,560 --> 00:19:09,440 Uh so you know, have it give you a rundown of that. 307 00:19:09,840 --> 00:19:13,360 Uh number five would be a renewal pipe monitor where you 308 00:19:13,360 --> 00:19:16,320 can do a weekly scan of the renewals that are due in the 309 00:19:16,320 --> 00:19:20,240 next, I don't know, 30, 60, 90 days and give you a sense for uh 310 00:19:20,319 --> 00:19:23,680 you know, certain ones where you know an executive might need to 311 00:19:23,680 --> 00:19:24,960 get involved, for example. 312 00:19:25,120 --> 00:19:28,160 Number six, let's look at a competitive intel brief. 313 00:19:28,319 --> 00:19:30,400 Why don't you have it on a weekly basis? 314 00:19:30,640 --> 00:19:34,799 Research um competitor announcements, press releases, 315 00:19:35,120 --> 00:19:38,640 product updates, pricing changes, product reviews, 316 00:19:38,799 --> 00:19:42,319 anything like that, app store reviews, you know, whatever, 317 00:19:42,559 --> 00:19:45,599 whatever gives you your competitive intel today, point 318 00:19:45,599 --> 00:19:48,400 it towards that and have it give you a weekly rundown of what 319 00:19:48,400 --> 00:19:49,440 your competitors are doing. 320 00:19:49,599 --> 00:19:51,519 Guarantee they're probably doing it for you too. 321 00:19:51,680 --> 00:19:54,799 Number seven, uh, voice of the customer synthesis. 322 00:19:54,880 --> 00:20:01,039 Let's pull some NPS responses or support ticket themes or uh you 323 00:20:01,039 --> 00:20:05,920 know, call summaries where recurring themes were surfaced. 324 00:20:06,079 --> 00:20:08,480 Maybe break that up by segment and by tier. 325 00:20:08,640 --> 00:20:12,079 You know, try to listen for what is breaking right now, what are 326 00:20:12,079 --> 00:20:15,440 customers loving, what are they hating, just what's the 327 00:20:15,440 --> 00:20:16,640 sentiment overall? 328 00:20:17,200 --> 00:20:19,680 Clock can do that for you as long as you have it connected to 329 00:20:19,680 --> 00:20:21,200 the right data sources and tools. 330 00:20:21,519 --> 00:20:23,279 Gong is a perfect example of that. 331 00:20:23,440 --> 00:20:25,759 Number eight, CSM activity audit. 332 00:20:25,920 --> 00:20:30,400 Uh, run a weekly summary and see what accounts haven't had a 333 00:20:30,400 --> 00:20:35,839 touch point in 30 days, or which CSMs have had the most or least 334 00:20:35,839 --> 00:20:37,200 engagement activity. 335 00:20:37,599 --> 00:20:41,360 Uh, this is awesome for CS leaders who just need visibility 336 00:20:42,240 --> 00:20:45,440 without having to ask and without having to micromanage 337 00:20:45,519 --> 00:20:49,680 and get into people's weeds and also not having to spend time 338 00:20:49,680 --> 00:20:52,079 looking at calendars and those kinds of things. 339 00:20:52,400 --> 00:20:55,440 Uh, number nine, an escalation recap. 340 00:20:55,599 --> 00:21:00,000 So end of day summary of active escalations. 341 00:21:00,400 --> 00:21:04,240 You know, who's owning them, what's the last update, what's 342 00:21:04,240 --> 00:21:04,799 blocked. 343 00:21:04,960 --> 00:21:08,400 Just because when when these kinds of things pile up, things 344 00:21:08,400 --> 00:21:09,759 tend to fall by the wayside. 345 00:21:09,839 --> 00:21:13,759 So this allows you to kind of build some checks and balances 346 00:21:13,759 --> 00:21:17,039 and a peace of mind that nothing is you know falling through the 347 00:21:17,039 --> 00:21:17,599 cracks. 348 00:21:17,920 --> 00:21:21,120 Last one I have on the list, which is you know, more digital 349 00:21:21,200 --> 00:21:25,039 oriented, let's do a digital motion performance overview. 350 00:21:25,120 --> 00:21:29,360 Uh if you're running scaled digital CX motions, weekly 351 00:21:29,360 --> 00:21:32,880 automation checks, or checking in on automated journeys and how 352 00:21:32,880 --> 00:21:36,799 they're performing, uh things like email open rates or task 353 00:21:36,799 --> 00:21:40,400 completion, you know, feature adoption sequences. 354 00:21:40,559 --> 00:21:45,200 With that kind of insight, you can use that to optimize instead 355 00:21:45,200 --> 00:21:49,360 of just digging through execution logs manually and all 356 00:21:49,360 --> 00:21:50,240 that kind of fun stuff. 357 00:21:50,400 --> 00:21:51,759 Have Claude do that for you. 358 00:21:52,079 --> 00:21:57,440 So 10 use cases for every one of these 10, there's probably 10 359 00:21:57,440 --> 00:21:58,000 more, right? 360 00:21:58,240 --> 00:22:04,160 So you are really only limited by your imagination and maybe 361 00:22:04,160 --> 00:22:06,000 data availability and quality. 362 00:22:06,240 --> 00:22:11,120 But I hope you can see that uh if you are using Claude, you are 363 00:22:11,120 --> 00:22:14,640 on a Mac, you do have access to cowork, and you're not 364 00:22:14,640 --> 00:22:19,039 scheduling tasks for yourself today, you're ignoring a really 365 00:22:19,279 --> 00:22:24,640 powerful and capable tool that you can use to own your 366 00:22:24,640 --> 00:22:25,200 business. 367 00:22:25,360 --> 00:22:27,120 I mean, like never before. 368 00:22:27,360 --> 00:22:30,880 So, you know, if you're one of those folks who are you kind of 369 00:22:30,880 --> 00:22:34,240 feel constantly behind the eight ball, maybe you don't have a 370 00:22:34,400 --> 00:22:38,319 good feel for what's happening uh within your book of business 371 00:22:38,319 --> 00:22:42,319 or within your team or whatnot, set some of this stuff up 372 00:22:42,640 --> 00:22:44,960 because we all have dashboards. 373 00:22:46,079 --> 00:22:48,400 We love dashboards, we hate dashboards. 374 00:22:48,480 --> 00:22:52,640 I think dashboards are honestly starting to be a thing of the 375 00:22:52,640 --> 00:22:56,000 past because of things like this, where you are getting 376 00:22:56,000 --> 00:22:56,559 briefed. 377 00:22:56,720 --> 00:23:00,319 This is, you know, I mean, think of this as like the White House 378 00:23:00,319 --> 00:23:02,640 giving the president a briefing every day. 379 00:23:03,279 --> 00:23:05,039 Not gonna get political, I promise. 380 00:23:05,200 --> 00:23:09,039 But like, you know, this stuff happens, and there's hundreds of 381 00:23:09,039 --> 00:23:12,400 people pulling this briefing together for the nation's 382 00:23:12,400 --> 00:23:13,279 leaders every day. 383 00:23:13,440 --> 00:23:14,880 And um, guess what? 384 00:23:14,960 --> 00:23:17,360 You can do the same thing in your own little microcosm, 385 00:23:17,440 --> 00:23:20,000 whatever that may be, whether you're a CS leader, whether 386 00:23:20,000 --> 00:23:24,880 you're a CSM, whether you're, I don't know, uh a small business 387 00:23:24,880 --> 00:23:27,680 owner, uh, you know, you're running a services business, 388 00:23:27,759 --> 00:23:32,480 whatever, whatever the thing is that you're that you're either 389 00:23:32,480 --> 00:23:37,200 doing regularly that you need to get off your plate, or the thing 390 00:23:37,200 --> 00:23:40,480 that you're not able to get to because you're doing other 391 00:23:40,480 --> 00:23:43,360 things, let's start scheduling those tasks. 392 00:23:43,519 --> 00:23:45,839 Okay, so I hope this has been helpful. 393 00:23:46,079 --> 00:23:51,759 I've had so much fun digging into this, and uh it's been it's 394 00:23:51,759 --> 00:23:54,640 changed the way that I think about my day-to-day routine 395 00:23:54,720 --> 00:23:57,839 because now I'm not necessarily thinking about the tasks that 396 00:23:57,839 --> 00:24:01,599 I'm doing as oh, I gotta do this, but I'm thinking about my 397 00:24:01,599 --> 00:24:06,319 tasks as hey, I bet I could get Claude to either do this for me 398 00:24:06,400 --> 00:24:10,720 or at least help me execute on this to a high degree of 399 00:24:10,720 --> 00:24:11,200 success. 400 00:24:11,519 --> 00:24:13,839 So that's That's the episode for today. 401 00:24:14,079 --> 00:24:18,480 Let me know what you're doing in Claude Cowork. 402 00:24:18,559 --> 00:24:22,480 Let me know if there are some use cases that are super cool. 403 00:24:22,720 --> 00:24:24,640 Would love to get an email from you, Alex at 404 00:24:24,640 --> 00:24:26,480 digitalcustomers.com. 405 00:24:26,720 --> 00:24:30,160 And again, if you want to go check out those uh those Claude 406 00:24:30,240 --> 00:24:32,640 plugins that I published, just go to uh 407 00:24:32,640 --> 00:24:37,200 store.digitalcustomers.com or go to the website and click on 408 00:24:37,200 --> 00:24:39,200 store and you'll be able to download those. 409 00:24:39,360 --> 00:24:41,039 I hope you have a great week ahead. 410 00:24:41,200 --> 00:24:43,920 It's always great talking to you, and we'll see you next 411 00:24:43,920 --> 00:24:44,240 week. 412 00:24:44,480 --> 00:24:47,519 Thank you for joining me for this episode of the Digital CX 413 00:24:47,519 --> 00:24:48,000 Podcast. 414 00:24:48,079 --> 00:24:51,360 If you like what we're doing, uh consider leaving us a review on 415 00:24:51,360 --> 00:24:53,120 your podcast platform of choice. 416 00:24:53,279 --> 00:24:55,599 If you're watching on YouTube, leave a comment down below. 417 00:24:55,680 --> 00:24:59,519 It really helps us to grow and provide value to a broader 418 00:24:59,519 --> 00:25:02,400 audience and get more information about the show and 419 00:25:02,400 --> 00:25:05,440 some of the other things that we're doing at digitalcustomer 420 00:25:05,519 --> 00:25:06,480 success.com. 421 00:25:06,559 --> 00:25:07,680 I'm Alex Drogovic. 422 00:25:07,839 --> 00:25:10,240 Thanks so much for listening, and we'll talk to you next week.