The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

112 Episodes

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My Framework for AI Powered Churn Analysis | Episode 111

2026-10-1429:09

This week, we're diving deep into a topic near and dear to my heart (and probably yours): churn. But we're not just scratching the surface; we're exploring how digital CX, armed with the power of AI, can transform how we understand and combat customer attrition. You know the drill: dropdown menus with single-select reasons for churn, often filled out with bias or incomplete information. I argue that churn is rarely a single event, much like an aircraft accident, it's a confluence of factors....

Beyond Scheduled Tasks: Automate Your Operations with Claude Managed Agents | Episode 110 | Episode 110

2026-09-1729:37

Hey, digital CX trailblazers! Ever wondered how to move beyond basic AI tasks and build a true AI "team" for your business? In Episode 110 of the DCX Podcast, I dive headfirst into the world of building managed agents in Claude. This isn't your average chatbot; we're talking about sophisticated AI entities that can automate complex workflows, coordinate with each other, and even learn from their past actions. I share my journey of using Claude to audit my own business and identify 36 potenti...

Your Health Score Is Green But They Are Gone - The Silent Segment of Customers | Episode 109

2026-09-0815:51

Ever felt like you're talking to a wall with some of your customers? We all have that "silent segment" - those accounts that have seemingly ghosted us, showing no activity, sending no support tickets, yet potentially still showing "green" on our health scorecards. It's a common dilemma, and frankly, it's one of the scariest scenarios in customer success because silence often precedes churn. In this episode, I dive into how to identify these silent customers, differentiate between healthy sil...

Digital CX with Real Impact: Kat Kenny on DAP, AI, and Customer Education | Episode 108

2026-09-0142:05

This week on the DCX Podcast, I'm thrilled to chat with Kat Kenny, a true force in the digital customer experience space. Kat, known for her impactful work at Gainsight and now leading digital initiatives at Drata, shares her incredible journey from sales to scaling digital CS programs. We dive deep into how she leverages Digital Adoption Platforms (DAPs) to tackle customer friction points, transforming onboarding with in-app checklists and guided tours. Kat reveals how her team slashed time...

Cross-Functional Collaboration & Community Building in Digital CS w/ Karessa Parish | Episode 107

2026-08-1838:08

In this episode, I had the pleasure of chatting with Karessa Parish, a true veteran of the digital customer success space. If you've been grappling with how to differentiate digital CS from scaled CS, or how to build out effective self-onboarding programs, this episode is a must-listen. Karessa shares her unique journey from middle school teacher to a leader in digital customer experience, highlighting how that "scrappiness" and educational mindset translates directly into building scalable,...

#box-pro-ellipsis-179352967149754{-webkit-line-clamp:2;}The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.

The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.