Unreasonable Hospitality & Magic Customer Moments at Scale | Episode 097

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.