Digital customer success is using content, data, automation, and now AI to deliver customer outcomes across your whole customer base, not just the accounts one human can touch. It is not "tech-touch for the small accounts." It is not "replace the CSMs with bots." The goal was never fewer humans. The goal is better judgment, applied more broadly: one person's insight reaching hundreds of customers at the right moment.
Four things happened at once that made it unavoidable:
Below a certain ARR, a named CSM for every account never pencils out. For most of your book, digital coverage is the only kind that does.
Your B2B buyers are shaped by consumer experiences. They expect instant answers, self-service, and 24/7 availability. A quarterly check-in call doesn't cover that.
The 2023 to 2025 layoff cycles hit CS teams hard. Fewer CSMs, same accounts. "Do more with less" stopped being a slogan and became the operating plan.
AI can now do actual work in CS: summarize accounts, draft outreach, surface risk, answer questions in-product. Programs built to use it pull ahead of the ones that bolt it on later.
If any one of those landed, you already need this. The only question is whether you build it by trial and error over the next 12 to 18 months, or with a system over the next 8 weeks.
If you've been trying to figure out digital CX on your own, you've probably tried some version of these, and watched them all fall short for the same underlying reason.
There are a handful of decent resources out there, but they're scattered, surface-level, and none of them take you from strategy to execution in a single, structured path. You end up with a collection of interesting ideas and no implementation plan.
You paid $2,000+ in registration and travel to attend a conference where digital CX got maybe 2-3 breakout sessions out of 50. You took some notes. You came back energized. Two weeks later, nothing changed.
Your company's L&D team means well, but they're generalists. They don't know the difference between digital CS and scaled CS (most people in the industry still confuse them). The training doesn't go deep enough to be useful.
You read a case study or saw a talk about how Company X built their digital program. You tried to replicate it. It didn't work because their ICP, data maturity, tech stack, and org structure are nothing like yours.
The most expensive approach of all. You're burning months, sometimes years, figuring out through painful iteration what could be learned in weeks with the right framework.
You'll get a plausible 12-step plan in about 30 seconds. And it's useful. Then the real questions start: which step first, with your data, your stack, your exec team? What do you do when step three doesn't work? AI is a phenomenal Doer. It can't direct a program it has never seen inside of. You'll use AI heavily in this course. That's the point. Someone has to know what to ask for.
Pieces without the picture. Tactics without strategy. Ideas without a system to evaluate, prioritize, and execute them.
Not a collection of random lessons. A deliberate progression that takes you from strategic foundation to a live, measurable digital CX program — delivered live over 8 weeks, with time built in to apply what you learn between sessions.
Weekly instruction alongside a small group of fellow practitioners, working through the material live. Real-time Q&A and direct access to Alex.
Dedicated time every week to bring your specific challenges — and after your cohort ends, standing office hours are yours for life. No limit.
Personal guidance to tailor the masterclass to your organization: your ICP, your data maturity, your stack.
The homework isn't busywork. It's the deliverables for your job, done with a system.
Every enrollment includes a custom AI assistant trained on the complete Masterclass curriculum, plus insights from 100+ episodes of The Digital CX Podcast. Stuck on a segmentation question at 11pm? Drafting a lifecycle email and want a second opinion? Ask the Coach. It knows the frameworks, because it was trained on them.
Every module, template, and framework from the Masterclass is in its knowledge base.
Years of practitioner interviews from The Digital CX Podcast, searchable in conversation.
Digital strategy questions don't keep office hours. The Coach doesn't either.
Cohort members keep the Coach for life, including every future update.
Eight bonuses that turn an 8-week program into a multi-year asset.
150+ templates, checklists, worksheets, and frameworks. Segmentation scorecards. Business case builders. Health score templates. Automation inventory grids. Vendor evaluation frameworks. Executive readout decks. Done for you.
Purpose-built AI tools for digital CX workflows. Not random prompts from a marketplace. Built specifically for the work you'll be doing.
Breaks down exactly what to do in your first 30, 60, and 90 days after the program. What to launch first, how to measure it, when to iterate, how to communicate progress to leadership.
Alex's actual email templates, executive presentation frameworks, stakeholder communication scripts, and internal positioning docs from his career. The real documents from real organizations.
Benchmark where your program stands today across the Four Pillars, then retake it after the course. The delta is your proof of transformation.
A curated collection of the best articles, research, and case studies, organized by topic. Bundled into the AI Digital CX Coach for conversational search.
Most programs charge a monthly fee for ongoing community access. Cohort members get it for life: a network of digital CX practitioners building the same thing you are. Your access never expires.
Your cohort is your mastermind group. The same material, the same challenges, building alongside you in real time. The relationships outlast the course by years.
The full 41-module curriculum and 150+ templates — delivered live over 8 weeks with Alex. Weekly sessions, office hours, and 1:1 attention to tailor it to your organization, plus lifetime access to everything and every future update.
Backed by the "Prove It To Me" guarantee below.
Complete Parts 1 and 2 — that's your first two weeks. If by the end of those two weeks you don't have a business case framework and program structure you'd confidently present to your leadership team, email me. I'll give you a full refund.
I can offer this because the course is designed to deliver a usable, tangible outcome by the end of the first two parts. Not the last. If you show up, do the work, and don't walk away with something you're proud of, I don't want your money.
Just an email. Just alex@digitalcustomersuccess.com.
I'm Alex Turkovic. I lead post-sale functions at Belfry Software and I've spent my career building customer programs at SaaS companies.
I've been in-role doing this work, not just teaching it. I've scaled digital programs from revenue loss to over 110% NRR with 98.5% GRR.
I host The Digital CX Podcast, a weekly show with over 100 episodes featuring CS practitioners and leaders building digital programs. Rated 5.0 on Spotify and Apple Podcasts. Named to FeedSpot's Top 25 CS Podcasts (#2) and Flowla's Top 15 (#6). SuccessHACKER named me a 2023 Top 25 CS Thought Leader. I speak at Gainsight Pulse Encore, CS Collective, Customer Success Summit, and other industry events.
But here's the thing that matters more than any of that: I've made the mistakes, taken the bumps, and refined the frameworks over years of doing this work in real orgs with real customers. This course is the collection of everything I've learned, packaged so you can skip the painful parts.
I built this course because it's the resource I wish existed when I started.
