Unreasonable Hospitality & Magic Customer Moments at Scale | Episode 097

Episode notes

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 CX How to train your systems (and your team) to spot moments of magic Real-world examples you can replicate Tools like Gong, Zapier, and Handwrytten in action If 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.