QueryPal
Enterprise AI Customer Support Automation Deployed in MinutesWe are thrilled to welcome QueryPal as a show sponsor! QueryPal is the ultimate solution for customer support leaders looking to scale without increasing headcount or sacrificing quality.Here’s what QueryPal...
Thinkific Plus
Educated Customers are Empowered CustomersThinkific Plus is an advanced, scalable platform designed for businesses aiming to create and deliver impactful online customer education programs that achieve key business results. At Thinkific, they believe an educated...
Gradual
All Community Led Experience In One PlaceGradual is an all-in-one community platform to build purpose-led communities, bringing together events, content, and conversations, and much more! Events Community Video Forum Blog 1:1 Matching
Vitally
Maximize Customer Success ProductivityWe make scaled CS possible. Vitally is an all-in-one Customer Success Platform that combines real-time customer data with dedicated workspaces to power visibility, productivity, and collaboration. Unmatched Visibility: Integrate...
Lifetime Value Media
We are pleased to welcome Lifetime Value Media as a show sponsor! LTV Media is a full service media production company focused on helping creators effortlessly express themselves! Services include: Podcast Launch Services Recording Editing Show Production Turnkey...
Where to Start with Digital Customer Success
The #1 question I get is: Where do I start with Digital CS? Digital Customer Success (DCS), to many, can be such a black box. It never ceases to amaze me how many view it as an 'either you have it or you don't' scenario vs. what it really should be: an iterative set...
The Four Pillars of Digital Customer Success
...and the Digital CS Sweet Spot If you're getting into the world of Digital Customer Success (DCS), it can be hard to identify some of the building blocks for a successful program. Even veteran CS & Operations leaders sometimes struggle cultivating vibrant...
000 – Welcome to the Digital Customer Success Podcast
With every episode, comes not only the wisdom of each guest, but also a healthy list of the resources that they mention throughout the conversation.
While all of the mentioned resources are available in the show notes and YouTube description of each episode, here I’ve compiled all of the resources mentioned in each episode into one place for ease of access. Enjoy!
Your Host – Alex Turkovic
→ Alex’s Resource Links (Click to Expand)
- Books:
- The Creative Act: A Way of Being by Rick Rubin
- Orbiting the Giant Hairball: A Corporate Fool’s Guide to Surviving with Grace by Gordon MacKenzie
- Podcasts:
- LinkedInformed – This weekly show is the key to staying up to date on the latest LinkedIn developments so that you can maximize your social presence.
- My First Million – A fascinating glimpse into some amazing success stories.
- Lifetime Value: The Customer Success Podcast with Dillon Young
- Gain Grow Retain
- Communities:
- DCS Connect – A Slack community devoted solely to Digital Customer Success founded by Marie Lunney.
- Apps:
- HeyGen – AI video creation from scrips. Great way to create multi-lingual videos from one source language video.
Dee Kapila – Ep. 038
→ Dee’s Resource Links (Click to Expand)
- Dee’s LinkedIn
- Dee’s LinkedIn
- Shoutout:
- Sam David @ Monday.com
Ezra Zimbler – Ep. 037
→ Ezra’s Resource Links (Click to Expand)
- Shoutouts:
- Declan McKiernan – Programs at LinkedIn
- Andy Best – Community at LinkedIn
Sara Roberts – Ep. 036
Annie Dean – Ep. 035
Anika Zubair – Ep. 034
→ Anika’s Resource Links
- Shoutouts:
- Dan Ennis
- Jay Nathan
- Jeff Breunsbach
Anita Toth – Ep. 033
→ Anita’s Resource Links
- Episode Resources:
Bhavika Kochhar – Ep. 032
→ Bhavika’s Resource Links
- Resources
- Customer Success Mindset: Building Customer-Centricity into the DNA of your Growth Strategy by Jyo Shukla: https://amzn.to/3vtw6N6
- The AI Empowered Customer Experience: A CX practitioner’s guide to the possibilities and risks of AI by Simon Kriss: https://amzn.to/41Ob7R0
Alyssa Opella – Ep. 031
→ Alyssa’s Resource Links
- Resources
- Shoutouts:
Marie Lunney – Ep. 030
→ Marie’s Resource Links
- Resources
- Shoutouts:
Jon Johnson – Ep. 029
→ Jon’s Resource Links
- Resources
- Principles by Ray Dalio
- Shoutouts:
- Jon’s CS Team at Pendo
- Erica Akroyd: https://www.linkedin.com/in/esakroyd/
- McKenna Claffey: https://www.linkedin.com/in/mckenna-claffey/
- Katie Latta: https://www.linkedin.com/in/katielatta/
- Samantha Walker: https://www.linkedin.com/in/samantha-walker-62a45649/
- Jon’s CS Team at Pendo
Jeff Kushmerek – Ep 028
→ Jeff’s Resource Links
- Resources
- Gain Grow Retain Podcast: https://podcast.gaingrowretain.com/
- Unchurned Podcast: https://blog.update.ai/blog/category/unchurned-podcast/
- SaaStr Podcast: https://www.saastr.com/podcasts/
- The Team House Podcast: https://podcasts.apple.com/us/podcast/the-team-house/id1492797340
- Zero Blog Thirty Podcast: https://podcasts.apple.com/us/podcast/zero-blog-thirty/id1151856991
- Conan O’Brien Needs A Friend Podcast: https://teamcoco.com/podcasts/conan-obrien-needs-a-friend
- Shoutouts:
- Colleen Stein @ Churn Zero
- Dan Ennis @ Monday.com
- David Epperly @ Blackpoint Cyber
- Kara Smith @ Searchspring
Chris Dishman – Ep. 027
Markus Rentsch – Ep. 026
→ Markus’ Resource Links
- Resources:
Greg Daines – Ep. 025
→ Greg’s Resource Links
- Shoutouts:
- Geoffrey Moore – Author of Crossing the Chasm and his Adoption Lifecycle
- Duolingo
- Hubspot
Donna Weber – Ep. 024
→ Donna’s Resource Links
- Books:
- The Paradox of Choice: Why More is Less by Barry Schwartz
- The ONE Thing: The Surprisingly Simple Truth Behind Extraordinary Results by Gary Keller & Jay Papasan
Lane Holt – Ep. 023
→ Lane’s Resource Links
- Podcast:
- Previous Digital CS Podcast Episodes featuring Gainsight folks:
- Shoutouts:
- Melissa Allen @ Okta
- Jordan Barker @ Alteryx
- Nisha Baxi @ Gong
- Kari Ardalan @ Qualtrics
Dillon Young – Ep. 022
→ Dillon’s Resource Links
- Books:
- Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue by Nick Mehta, Dan Steinman, Lincoln Murphy and Maria Martinez (forward)
- The Chief Customer Officer Playbook: 8 Strategies that Will Accelerate Your Career and Win You a Seat at the Executive Table by Rod Cherkas, Gemma Cipriani-Espineira (Preface) and Nick Mehta (Foreward)
- Shoutouts:
Kristi Faltorusso – Ep. 021
→ Kristi’s Resource Links
- Books:
Alyssa Nolte – Ep. 020
Kailey Killoran – Ep. 019
→ Kailey’s Resource Links
- Community:
- Shoutouts:
Aaron Hatton – Ep. 018
→ Aaron’s Resource Links
- Books:
- The Power of Moments: Why Certain Experiences Have Extraordinary Impact by Chip Health & Dan Heath
- Podcast:
- Community:
- Other:
- Gainsight Pulse Library – Recorded Pulse Sessions
Alex Farmer – Ep. 017
→ Alex’s Resource Links
- Blogs:
- Shoutouts:
- Angelika Merek @ Bazaarvoice
- Dickey Singh @ Cast.app
- Annie Dean @ RecastSuccess
- Marcus Innocenti @ Zoom
- Jeff Beaumont @ GitLab (Episode 4)
- Dan Ennis @ Monday.com (Episode 15)
- Chad Horenfeldt (Episode 2)
Michael Bojanski – Ep. 016
→ Michael’s Resource Links
- Shoutouts:
- Kristi Faltorusso @ ClientSuccess
- JD Nyland @ ClientSuccess
Dan Ennis – Ep. 015
→ Dan’s Resource Links
- Podcasts:
- This is Growth with Daphne Costa Lopes
- Shoutouts:
- Angeline Gavino – VP of Customer Success & Support at Katalon
Matthew Lind – Ep. 014
→ Matthew’s Resource Links
- Books:
- “The Checklist Manifesto: How to Get Things Right” by Atul Gawande
- Podcasts:
- Shoutouts:
- Lane Holt of Gainsight: https://www.linkedin.com/in/laneholt/
“Don’t boil the ocean but instead, make a pot of tea”
- 1Password for their Digital CS Strategy
- Lane Holt of Gainsight: https://www.linkedin.com/in/laneholt/
Jen Jackson – Ep. 013
→ Jen’s Resource Links
- Podcasts:
Nick Mehta & Kellie Capote – Ep. 012
→ Nick & Kellie’s Resource Links
Simon Kriss – Ep. 011
→ Simon’s Resource Links
- Simon’s Book: “The AI Empowered Customer Experience“
- Simon’s Podcasts (CX Sessions, CX Boardroom & CX Disruptors)
- Books:
- Podcasts:
- Everyday AI by CSIRO
- Tools:
- Synthesia – AI-powered video generation
- Deepgram – AI speech to text
- Soul Machines – AI Avatars
Joel Passen – Ep. 010
→ Joel’s Resource Links
- Tool:
- Gamma – https://gamma.app/ – build presentations with AI
- Other:
- G2 – B2B Buyer Behavior Trends Article: https://learn.g2.com/software-buyer-behavior-trends
- Tomasz Tunguz – https://tomtunguz.com/
Stacie Chaney – Ep. 008
Ralphie English – Ep. 007
→ Ralphie’s Resource Links
- Books:
- Customer-Led Growth: A CEO’s guide to building a B2B SaaS company by David Jackson
- Podcasts:
- The CSM Practice Podcast with Irit Eizips
- Communities:
- Shoutouts:
- Nick Sanders: https://www.linkedin.com/in/nick-sanders1/
- Director, Digital CX Strategy at Dental Intelligence
- Winner of the Most Innovative Strategy Award at Customer Succe
- Nick Sanders: https://www.linkedin.com/in/nick-sanders1/
Jan Young – Ep. 006
→ Jan’s Resource Links
- Tools Worth Checking Out
- Fathom: https://fathom.video/
- UpdateAI: https://update.ai
- Staircase: https://staircase.ai
- Involve: https://www.involve.ai/
- Imersa: https://www.immersa.ai/
- Hook: https://hook.co/
- RevOS: https://www.revos.ai/
- Intelligage: https://completecsm.ai/intelligage-home/
Jeff Breunsbach – Ep. 005
→ Jeff’s Resource Links
- Podcasts:
- Newsletter:
- Chartr Newsletter – Data visualization: chartr.co
- Shoutouts:
- Greg Danes on the value of paying for education
- Matt Dixon on reducing effort
Jeff Beaumont – Ep. 004
→ Jeff’s Resource Links
- Other:
- GitLab Handbook – the framework GitLab uses to measure customer health
Bhavani Prasad – Ep. 003
→ Bhavani’s Resource Links
- Books:
- Customer Success Professional’s Handbook by Ashvin Vaidyanathan & Ruben Rebago
- Podcasts:
Chad Horenfeldt – Ep. 002
Mickey Powell – Ep. 001
→ Mickey’s Resource Links
- Books:
- Good Strategy Bad Strategy: The Difference and Why It Matters by Richard Rumelt
- Chat GPT for Customer Success by Mickey Powell
- Shoutouts:
- Jeff Beautmont @ Gitlab (featured in episode 3 of this podcast)
- Dan Ennis @ Monday.com (featured in episode 15 of this podcast)