Past episodes
All 107 episodes.
The full catalog: solo deep dives and conversations Alex curates with leaders across CS and CX.
Why Culture is Key to AI Transformation in CX with Eric Mistry of Zapier | Episode 106
May 12, 2026 · 45 min · Eric Mistry
Live Vibe Coding Session: How to Build Your Own Suite of CX Tools | Episode 105
Apr 21, 2026 · 50 min
The Biggest AI Unlock for 2026: Scheduling Tasks in Claude | Episode 104
Mar 17, 2026 · 23 min
Unlocking CX Efficiency with Claude, not ChatGPT: Co-Work and Skills Explained | Episode 103
Mar 10, 2026 · 17 min
The Digital Divorce: Moving Customers from CSMs to Self-Serve | Episode 102
Mar 3, 2026 · 23 min
Beyond the Job Description: Career Growth in Digital CS with Stephanie Blair | Episode 101
Feb 10, 2026 · 38 min · Stephanie Blair
Retention Is Existential: Gainsight’s New CEO Chuck Ganapathi on RaaS, AI Agents & the 80/20 Trap | Episode 100
Nov 4, 2025 · 55 min
Voice to Value: I Used ChatGPT Voice to Help Build an Automation | Episode 099
Oct 7, 2025 · 21 min
Director vs Doer: Staying Relevant and Thriving in the A.I. Era | Episode 098
Sep 30, 2025 · 15 min
Unreasonable Hospitality & Magic Customer Moments at Scale | Episode 097
Sep 23, 2025 · 16 min
The Art of Collaboration in Digital CS with Holly Goodliffe | Episode 096
Apr 8, 2025 · 35 min · Holly Goodliffe
Start Where You Are: Small Steps to Success with Justin Neal | Episode 95
Mar 18, 2025 · 31 min · Justin Neal
Turning Written Customer Feedback into Meaningful Action for Your Brand | Episode 094
Mar 4, 2025 · 19 min
Back to Basics: The Art of the Renewal Flow | Episode 093
Feb 25, 2025 · 26 min
Inside Fullstory’s Approach to In-App Engagement with Talia Root and Brent Hildebrand | Episode 092
Feb 18, 2025 · 38 min · Talia Root
Handwritten Notes as a CX Strategy to Surprise & Delight with David Wachs of Handwrytten | Episode 091
Feb 11, 2025 · 33 min · David Wachs
Transforming Customer Experience with AI-Driven Chatbots and Productivity Tools | Episode 090
Feb 4, 2025 · 27 min
Current State of AI in CS and Introducing MondAI CS with Michael Forney | Episode 089
Jan 28, 2025 · 42 min · Michael Forney
Digital CS and the Job Market with the Return of Dillon Young of Lifetime Value Media | Episode 088
Jan 21, 2025 · 46 min · Dillon Young
From B2C to B2B: Simplicity is Key in Digital CS with Ed Powers | Episode 087
Jan 14, 2025 · 46 min · Ed Powers
Data Hygiene for Great Customer Experiences with Irwin Hipsman of Repetitos | Episode 086
Jan 7, 2025 · 46 min · Irwin Hipsman
End Of Year Recap as Told by Google’s NotebookLM | Episode 085
Dec 31, 2024 · 11 min
Using Google's NotebookLM to Produce a Podcast and Summarize Docs | Episode 084
Dec 24, 2024 · 25 min
Airtable’s Journey to Scalable Customer Success with Alison Barrett | Episode 083
Dec 17, 2024 · 56 min · Alison Barrett
Pro Tips for Building a Better Digital CS Program with Marley Wagner | Episode 082
Dec 10, 2024 · 50 min · Marley Wagner
Building Automations That Enhance Customer Experience with Samantha David of Monday.com | Ep. 081
Dec 3, 2024 · 46 min · Samantha David
Where to Find Automation Opportunities to Improve Customer AND Employee Experience | Episode 080
Nov 26, 2024 · 32 min
Digital Duct Tape: Leveraging AI to Solve CX Challenges with Scott Wilder | Episode 079
Nov 19, 2024 · 37 min · Scott Wilder
Lessons in CX Leadership and Strategy with CX "Superwoman" Nat Onions of Customer.io | Episode 078
Nov 12, 2024 · 55 min · CX "Superwoman" Nat Onions
Scaling Customer Education for Digital CS with Adam Avramescu of Personio & the CELab Podcast | Episode 077
Nov 5, 2024 · 46 min · Adam Avramescu
Enhancing CX with Targeted Campaigns...and LinkedIn Ads! with Kat Breeggemann of Automox | Episode 076
Oct 29, 2024 · 54 min
Digital Customer Success Maturity Model Assessment Launch and Post Churn-In Q&A | Episode 075
Oct 22, 2024 · 25 min
Scrappy Automations that Boost Customer Success ROI w/ Joe Di Grande of Joe Does Tech Touch | Episode 074
Oct 15, 2024 · 40 min
Inside the Build of 15Five's Digital CS Program w/ Natalia Andreeva & Kaelon Russell | Episode 073
Oct 8, 2024 · 53 min
Tattoos to Tech: Larissa Licha’s Mission to Bridge R&D and CS as CEO of Joyn | Episode 072
Oct 1, 2024 · 55 min
Inside Salesforce: Driving Customer Value with AI & Automation with Bernard Slowey, VP of Digital CS | Episode 071
Sep 24, 2024 · 54 min
Four Ways to Measure Your Digital Customer Success Program | Episode 070
Sep 17, 2024 · 22 min
Humanizing Digital CS and Personal Branding with Bob Mathers | Episode 069
Sep 10, 2024 · 37 min · Bob Mathers
Scale & Digital at Early Stage Startups w/ Mary Caballero | Episode 068
Sep 3, 2024 · 37 min
Transforming Slack into a Customer Support Hub with Joydeep Sen Sarma, CEO of Clearfeed.ai | Episode 067
Aug 27, 2024 · 54 min · Joydeep Sen Sarma
Career Growth in Digital Customer Success with Jess Osborn of GoCardless | Episode 066
Aug 20, 2024 · 46 min · Jess Osborn
The Four Pillars of Digital Customer Success | Episode 065
Aug 13, 2024 · 28 min
AI Tooling to Drive Growth & Break Down Silos with Masha Krol of Glowstick | Episode 064
Aug 6, 2024 · 50 min · Masha Krol
Modern Post-Sale Revenue Growth with Haydar Al-Saad of Revsetter | Episode 063
Jul 28, 2024 · 42 min · Haydar Al-Saad
Customer Education for Revenue Growth with Greg Rose of Intellum | Episode 062
Jul 23, 2024 · 58 min · Greg Rose
Future Proof Your Teams and Career with Rod Cherkas of HelloCCO | Episode 061
Jul 16, 2024 · 50 min · Rod Cherkas
Digital Musings: Measuring Customer Health Without Telemetry and Combatting Imposter Syndrome | Episode 060
Jul 9, 2024 · 30 min
Transformative Digital Experiences through AI and Customer Education with Eric Mistry of Contentsquare | Episode 059
Jul 2, 2024 · 48 min · Eric Mistry
Hospitality, Drawing from B2C and Rethinking the QBR with Aaron Thompson of SuccessCOACHING | Episode 058
Jun 25, 2024 · 45 min · Aaron Thompson
AI-Powered Customer Success & Predictive Analytics with Arun Balakrishnan and Preetam Jinka of FunnelStory | Episode 057
Jun 18, 2024 · 50 min · Arun Balakrishnan and Preetam Jinka
SaaS Economics & Driving Customer Outcomes Digitally with Jay Nathan | Episode 056
Jun 11, 2024 · 44 min · Jay Nathan
The Generative AI Primer for CSMs | Episode 055
Jun 4, 2024 · 44 min
AI Insights to Power Your Business with Josh Schachter of Update AI | Episode 054
May 28, 2024 · 42 min · Josh Schachter
"Your First" Digital Customer Success Motions with Stijn "Stino" Smet of Whale | Episode 053
May 21, 2024 · 58 min · Stijn "Stino" Smet
State of the Industry and Promise of AI with Jeff Heckler | Episode 052
May 14, 2024 · 34 min · Jeff Heckler
Emotional Intelligence in Digital and Treating Customers Like Humans with Jenelle Friday | Episode 051
May 7, 2024 · 51 min · Jenelle Friday
Celebrating 50 Episodes: Your Digital Customer Experience Questions Answered | Episode 050
Apr 30, 2024 · 32 min
Customer Engagement with AI and Self-Service Strategies with Kari Ardalan of Qualtrics | Episode 049
Apr 23, 2024 · 40 min
The Impact of SaaS Economics on CS (Plus Much More!) with Christine Raby | Episode 048
Apr 16, 2024 · 58 min · Christine Raby
Digital Advice from a CS OG and Innovator with Irit Eizips of CSM Practice | Episode 047
Apr 9, 2024 · 50 min · Irit Eizips
Sibling Synergy and Machine Learning in CS with Maarten and Michiel Doornenbal of Churned | Episode 046
Apr 2, 2024 · 40 min · Maarten and Michiel Doornenbal
Applying Common Sense to Digital Customer Experience with Rob Zambito of Success Scaled | Episode 045
Mar 26, 2024 · 55 min · Rob Zambito
Video Micro-Learning at Scale with Delores Cooper of Zendesk | Episode 044
Mar 19, 2024 · 38 min · Delores Cooper
The Power of Hyper-Personalized Content for Customer Success with Nik Mijic of Matik | Episode 043
Mar 12, 2024 · 37 min · Nik Mijic
Customer Education and The Digital Journey with Erica Akroyd of Pendo | Episode 042
Mar 5, 2024 · 44 min · Erica Akroyd
Data Analysis and Service Recovery Philosophy with Lane Hart of Contentsquare | Episode 041
Feb 27, 2024 · 56 min · Lane Hart
AI Driven Digital Customer Success in App Form w/ Dickey Singh of Cast.app | Episode 040
Feb 22, 2024 · 51 min
Cross Collaborating on the Customer Journey with James Lawson of River Consulting Group | Episode 039
Feb 20, 2024 · 52 min · James Lawson
Tearing Down PLG & SLG Walls in Digital CX with Dee Kapila of Miro | Episode 038
Feb 13, 2024 · 50 min · Dee Kapila
Driving Community & Scale at LinkedIn with Ezra Zimbler of LinkedIn | Episode 37
Feb 6, 2024 · 45 min · Ezra Zimbler
Hiring for Digital CS and the State of the Job Market with Sara Roberts of Bayview Talent | Episode 36
Feb 1, 2024 · 55 min · Sara Roberts
Diversifying and Digitizing Customer Success with Annie Dean of RecastSuccess | Episode 035
Jan 30, 2024 · 51 min · Annie Dean
Short Form Content & Human Language in Digital Customer Success with Anika Zubair of Griffin | Episode 034
Jan 23, 2024 · 55 min · Anika Zubair
Elevating CS Within Your Organization with Anita Toth | Episode 033
Jan 16, 2024 · 57 min · Anita Toth
Digital Customer Success with and Engineering Mindset with Bhavika Kochhar | Episode 032
Jan 9, 2024 · 37 min
How Digital Fuels the Post-Sale Journey at Demandbase with Alyssa Opella | Episode 031
Jan 2, 2024 · 56 min · Alyssa Opella
Building Community in Digital Customer Success with Marie Lunney | Episode 030
Dec 12, 2023 · 45 min · Marie Lunney
Putting Humanity Back Into Digital Customer Success with Jon Johnson of UserTesting | Episode 029
Dec 5, 2023 · 72 min · Jon Johnson
Digital Customer Success, Music & Banter with Jeff Kushmerek of Infinite Renewals | Episode 028
Nov 28, 2023 · 59 min · Jeff Kushmerek
Scaling Customer Success the Totango Way with Chris Dishman | Episode 027
Nov 21, 2023 · 47 min · Chris Dishman
Customer Value Led Growth in Digital CS with Markus Rentsch of Remark-Able | Episode 026
Nov 14, 2023 · 51 min · Markus Rentsch
Driving Customer Outcomes at Scale with CS Legend Greg Daines (a.k.a The Churn Doctor) of ChurnRX | Episode 025
Nov 7, 2023 · 54 min
Driving Hybrid Customer Success Through Orchestrated Onboarding with Donna Weber | Episode 024
Oct 31, 2023 · 50 min · Donna Weber
One of the Digital CS Originals: It’s Lane Holt of Gainsight! | Episode 023
Oct 26, 2023 · 49 min
Digital Customer Success, AI, Podcasting & Fun with Dillon Young of the Lifetime Value Podcast | Episode 022
Oct 24, 2023 · 62 min · Dillon Young
Digital Customer Success, Laughs & Banter with the Incredible Kristi Faltorusso of Client Success | Episode 021
Oct 19, 2023 · 52 min · the Incredible Kristi Faltorusso
How Employee Satisfaction Drives Customer Success with Alyssa Nolte of LIFT | Episode 020
Oct 17, 2023 · 40 min · Alyssa Nolte
Installing a Digital Customer Success Program Into an Existing CS Function with Kailey Killoran at Loopio | Episode 019
Oct 10, 2023 · 50 min · Kailey Killoran at Loopio
Iterating Your Way to Digital Customer Success Maturity with Aaron Hatton from Gainsight | Episode 018
Oct 3, 2023 · 46 min · Aaron Hatton from Gainsight
Elevating Customer Success Through Accessibility with Alex Farmer of Nezasa and Customer Success Excellence Awards | Episode 017
Sep 26, 2023 · 62 min · Alex Farmer
Building a CS Ops Function Around Clean Data and Automations with Michael Bojanski of Learn to Win | Episode 016
Sep 19, 2023 · 40 min · Michael Bojanski
Data-Driven Decision Making in Digital Customer Success with Dan Ennis of Monday.com | Episode 015
Sep 12, 2023 · 46 min · Dan Ennis
Digital Customer Success from a CS Operations Perspective with Matthew Lind | Episode 014
Sep 5, 2023 · 56 min · Matthew Lind
Revolutionizing Digital Customer Experience with Micro-Learning and Ed-Tech with Jen Jackson of Litmos | Episode 013
Aug 29, 2023 · 45 min
Nick Mehta and Kellie Capote of Gainsight on Digital Customer Success, the State of CS & Diversity in Tech | Episode 012
Aug 22, 2023 · 55 min
Taking Innovation and Generative AI from Buzzword to Practical with Simon Kriss of the Customer Innovation Experience Institute | Episode 011
Aug 15, 2023 · 40 min · Simon Kriss
Joel Passen of Sturdy.ai on Delivering Value with Clean Data and Being All-in on AI Before It Was Cool | Episode 010
Aug 8, 2023 · 47 min
SPECIAL EPISODE - BS & CS Crew: Kristi Faltorusso, Jon Johnson, Josh Schachter & Mickey Powell | Episode 009
Aug 4, 2023 · 52 min
Operating Digitally in an On-Prem Environment with Stacie Chaney of | Episode 008
Aug 1, 2023 · 38 min · Stacie Chaney of
Creating Culture Around Effective Customer Success w/ Ralphie English of Deepgram & Radical CS | Episode 007
Jul 25, 2023 · 42 min
Jan Young of JanYoungCX and The Success League | Episode 006
Jul 18, 2023 · 58 min
Jeff Breunsbach from Gain Grow Retain and Higher Logic | Episode 005
Jul 11, 2023 · 49 min
Building Effective Customer Scorecards with Jeff Beaumont of GitLab | Episode 004
Jul 4, 2023 · 52 min · Jeff Beaumont
The Admin's Perspective with Bhavani Prasad | Episode 003
Jun 27, 2023 · 41 min · Bhavani Prasad
Digital CS Best Practices with Chad Horenfeldt | Episode 002
Jun 20, 2023 · 50 min · Chad Horenfeldt
Generative AI in Customer Success with Mickey Powell of UpdateAI | Episode 001
Jun 13, 2023 · 42 min · Mickey Powell
Welcome to the Digital Customer Success Podcast!
May 28, 2023 · 4 min