Celebrating 50 Episodes: Your Digital Customer Experience Questions Answered | Episode 050

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:

• 00:47 - New Podcast Name Announcement
• 06:34 - What is Digital Customer Success
• 07:38 - Digital vs. Scaled
• 09:49 - Where to start with Digital Customer Success
• 11:52 - Commonly overlooked vehicles for digital motions
• 13:13 - Building health scores without product telemetry
• 14:31 - Identifying user personas based on their activity within your resource
• 15:05 - SaaS economics and how they impact the proliferation of digital
• 18:43 - Measuring the success of digital CS
• 21:54 - Team structure for digital cs
• 26:54 - Technology recommendations
• 30:45 - Outro & Thank you!

A couple of links from the show:

• Website & Newsletter signup: https://digitalcustomersuccess.com
• Digital CS Definition Word Map: https://digitalcustomersuccess.com/digital-cs-word-map/
• DCS Tech Stack: https://digitalcustomersuccess.com/tech-stack/
• Cover Your SaaS Course by Jeff Bruensbach & Jay Nathan: https://growthcurve.io/cover-your-saas