Τα καλύτερα The Outcome podcast (2024)

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Episode 6 - The Grottily Gang (Toolikari part 6) 1:22:30

1d ago1:22:30

1:22:30

Welcome to Tanist! Our family-hauling adventurers leave Toolikari to tie up some loose ends and encounter a certain devilish group. They seem pretty dangerous, I don't think we'll survive. You can find all of our social media in various places @TWODNDPodcast. If you want to toss us a message, best places are the good old YouTube comment section or …

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AI Tooling to Drive Growth & Break Down Silos with Masha Kroll of Glowstick | Episode 064 53:12

2d ago53:12

53:12

Send us a Text Message. In this episode, Alex interviews Masha Krol, CEO of Glowstick about the various innovative uses of AI in customer success to identify growth opportunities and enhance collaboration between CS and commercial teams. Masha shares her takes on the evolution of digital customer success, emphasizing the importance of leveraging AI…

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The Worst Outtakes Episode 4 - DM Interview 38:58

4d ago38:58

38:58

Today I have a little chat with Ethan (our dungeon master) about how he runs campaigns. How fun! Hosted by Jay (I helped!) Edited by Ethan Be sure to follow us everywhere @TWODNDPODCASTΑπό τον The Worst Outcome

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Modern Post-Sale Revenue Growth with Haydar Al-Saad of Revsetter | Episode 063 45:13

11d ago45:13

45:13

Send us a Text Message. RevSetter founder Haydar Al Saad discusses with Alex his new revenue-centric customer success platform and its unique approach to integrating both sales and customer success functions. He and Alex explore his extensive experience in SaaS and Haydar’s philosophy on the importance of post-sale revenue growth and the role of di…

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Episode 5 - Find the Girl (Toolikari part 5) 1:16:20

15d ago1:16:20

1:16:20

Episode 5! Our morally grey party of violent explorers must track down the girl they brought back to the village, as all may not be as it seemed. Wonder what the deal is, maybe we won't survive this one? You can find all of our social media in various places @TWODNDPodcast. If you want to toss us a message, best places are the good old YouTube comm…

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Customer Education for Revenue Growth with Greg Rose of Intellum | Episode 062 1:01:40

16d ago1:01:40

1:01:40

Send us a Text Message. Ever wondered how mastering customer education can lead to skyrocketing revenue? Listen in as we sit down with Greg Rose of Intellum, who takes us on his extraordinary journey from running a record label to pioneering the field of customer education. You'll learn the magic of Education Qualified Leads (EQLs) and how they can…

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The Worst Outtakes Episode 3 - Thiralon and Bloopers 19:31

22d ago19:31

19:31

The World Anvil - https://www.worldanvil.com/w/tralir-neverman Follow us @TWODNDPodcastΑπό τον The Worst Outcome

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Future Proof Your Teams and Career with Rod Cherkas of HelloCCO | Episode 061 53:22

23d ago53:22

53:22

Send us a Text Message. This week, we are pleased to bring you a conversation with Rod Cherkas, a SaaS veteran, consultant, author of two books on customer success, and vocal contributor to the CS community. Rod and Alex discuss his past at Marketo and Gainsight (among others), his newly released book REACH, as well as where he sees the CS professi…

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Episode 4 - Memor Kills Garry (Toolikari part 4) 1:24:05

29d ago1:24:05

1:24:05

Well this one was interesting, here we see a darker side of the adventuring lifestyle. Remember to eat your newts! You can find all of our social media in various places @TWODNDPodcastΑπό τον The Worst Outcome

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Digital Musings: Measuring Customer Health Without Telemetry and Combatting Imposter Syndrome | Episode 060 33:03

30d ago33:03

33:03

Send us a Text Message. In this solo episode, we tackle two primary topics: Imposter Syndrome specific to Digital CS and how to combat it Building Customer Health Scores without the benefit of product Telemetry Along the way, I also share a few news items and resources with you. Enjoy! I know I sure did... Resources: Virtual Scale & Digital Meetup …

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The Worst Outtakes Episode 2 - Nhilan and Oem 6:15

1M ago6:15

6:15

Sorry again about the lack of actual episode, definitely going to have one next week. This time we go over the other 2 character profiles, namely Nhilan and Oem. Be sure to follow us on Instagram @TWODNDPodcast, and send us a message if you like!Από τον The Worst Outcome

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Transformative Digital Experiences through AI and Customer Education with Eric Mistry of Contentsquare | Episode 059 51:04

1M ago51:04

51:04

Send us a Text Message. Eric Mistry (Strategy & Shared Services Operations Manager at Contentsquare) has a very unique background and set of skills in education that afford him a fascinating perspective on the customer experience. Eric joins Alex to discuss the evolving use of AI in the workplace, the importance of connecting cross-functional dots,…

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The Worst Outtakes Episode 1 - Mud, Memor and what is this? 8:09

1M ago8:09

8:09

The first of potentially many episodes between episodes, where we discuss the podcast and provide any relevant updates. We hope you enjoy, contact us directly or leave a comment if you have any questions about the podcast or just have anything you want to say, and we will likely respond in the next of these uploads. Find us @TWODNDPodcast on most s…

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Hospitality, Drawing from B2C and Rethinking the QBR with Aaron Thompson of SuccessCOACHING | Episode 058 48:36

1M ago48:36

48:36

Send us a Text Message. Aaron Thompson (Chief Revenue Officer of SuccessCOACHING and Founder of Red Slacks) has dedicated his professional life to helping companies and CS professionals. He and Alex delve into the importance of leveraging digital technologies and data to enhance customer experience, and explore the benefits of transitioning from hi…

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Episode 3 - Creatures of the Leecher Wood (Toolikari part 3) 56:40

2M ago56:40

56:40

Welcome to episode 3! Our intrepid group of adequate adventurers continue their trek into the Leecher Wood, encountering some bizarre creatures that are less than friendly. Pretty sure they live this one, but I can't be certain. You can find all of our social media in various places @TWODNDPodcast. If you want to toss us a message, best places are …

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AI-Powered Customer Success & Predictive Analytics with Arun Balakrishnan and Preetam Jinka of FunnelStory | Episode 057 53:47

2M ago53:47

53:47

Send us a Text Message. Preetam Jinka and Arun Balakrishnan, co-founders of FunnelStory, join the podcast to discuss how we’re just scratching the surface with AI and machine learning. They chat with Alex about how FunnelStory is revolutionizing customer success strategies, enabling teams to predict churn, optimize user engagement, and drive revenu…

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SaaS Economics & Driving Customer Outcomes Digitally with Jay Nathan | Episode 056 47:00

2M ago47:00

47:00

Send us a Text Message. Jay Nathan is the co-founder of GrowthCurve.io, Chief Customer Officer at Churnkey, and one of the most respected voices in the customer success community. He joins Alex as they explore Jay’s early career as a software engineer, the integration of AI with other digital tools, and navigating the economic landscape of SaaS. Ch…

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Episode 2 - Into the Leecher Wood (Toolikari part 2) 50:47

2M ago50:47

50:47

Episode 2! The gang takes their first steps into the Leecher Wood, with the intention to hunt down these strange creatures that have been terrorising Toolikari and stealing peoples voices. Will they survive? I don't know! I was there and I can't remember. You can find all of our social media in various places @TWODNDPodcast…

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The Generative AI Primer for CSMs | Episode 055 47:13

2M ago47:13

47:13

Send us a Text Message. In this, my second solo episode - I wanted to spend some time trying to demystify Generative AI for CSMs and CS leaders alike. According to statistics, only 25% of CS workers utilize AI in the workplace on a regular basis, which I think is WAY too low - especially considering how stretched thin most CSMs really are. So - in …

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AI Insights to Power Your Business with Josh Schachter of Update AI | Episode 054 45:51

2M ago45:51

45:51

Send us a Text Message. Matik's Scale + CS Virtual Conference: https://bit.ly/scalecs-aturkovic Josh Schachter is the Founder and CEO of UpdateAI, the conversation intelligence tool built specifically for the customer success profession. He sits down with Alex to talk product management, the unorthodox genesis of UpdateAI, and, of course, artificia…

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"Your First" Digital Customer Success Motions with Stijn "Stino" Smet of Whale | Episode 053 1:01:17

3M ago1:01:17

1:01:17

Send us a Text Message. Matik's Scale + CS Virtual Conference: https://bit.ly/scalecs-aturkovic In this special edition, Alex sits down with Stijn "Stino" Smet, Head of Customer Success at Whale.io, the host of *two* customer success podcasts, and all-around loose cannon. He joins Alex (in his studio!) for a very special joint episode of their podc…

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Episode 1 - Strange Circumstances in Toolikari 1:06:42

3M ago1:06:42

1:06:42

Welcome to the world of Thiralon! Four intrepid adventurers see if they survive this occasionally bleak, sometimes silly Dungeons and Dragons homebrew adventure. In this episode, we meet our party and they set off on their first little journey into The Leecher Wood. You can find all of our social media in various places @TWODNDPodcast…

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State of the Industry and Promise of AI with Jeff Heckler | Episode 052 37:40

3M ago37:40

37:40

Send us a Text Message. Link to Matik's Scale + CS Virtual Conference: https://bit.ly/scalecs-aturkovic. Today, I'm joined by Jeff Heckler - a CS veteran with a lot of wisdom to share around the state of the industry, the AI tools with the most promise, and Slack overwhelm. In this episode, we cover a wide variety of topics, including: 00:00:00 - W…

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Emotional Intelligence in Digital and Treating Customers Like Humans with Jenelle Friday | Episode 051 54:36

3M ago54:36

54:36

Send us a Text Message. Jenelle Friday of Forecastable and the Customer Success Collective’s “CS Leader of the Year” for 2023 is someone who is easily liked. She's hyper-in tune with what makes people tick, and is even the author of her own framework on emotional intelligence in customer success. In this wonderful chat, we talk about: 00:00 - Carin…

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Celebrating 50 Episodes: Your Digital Customer Experience Questions Answered | Episode 050 35:38

3M ago35:38

35:38

Send us a Text Message. 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 …

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Customer Engagement with AI and Self-Service Strategies with Kari Ardalan of Qualtrics | Episode 049 43:34

4M ago43:34

43:34

Send us a Text Message. Kari Ardalan of Qualtrics is a staple in the CS community and has been leading scaled motions for YEARS - which is sometime that not a lot of people can say. She also sits on Gainsight's Digital Advisory Board - so yeah, she's qualified to talk about this stuff. :-) In this fantastic conversation, we talk about: Building dig…

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The Impact of SaaS Economics on CS (Plus Much More!) with Christine Raby | Episode 048 1:01:43

4M ago1:01:43

1:01:43

Send us a Text Message. Christine Raby, Founder of DeliverDelight, brings the heat in this episode where we cover off a very wide range of topics - some CS related and some non-CS related. Christine's background is absolutely fascinating and I've been a fan of her presence both on LinkedIn and TikTok for quite some time now. This episode is full of…

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Digital Advice from a CS OG and Innovator with Irit Eizips of CSM Practice | Episode 047 53:40

4M ago53:40

53:40

Send us a Text Message. Irit Eizips has been in and around CS for a long time. From being in on the ground floor at Gainsight to running her very successful consultancy, she has been a staple in the CS community and consistently produces fantastic content that we all benefit from! In this episode, we get into: Irit’s days at the early-stage Gainsig…

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Sibling Synergy and Machine Learning in CS with Maarten and Michiel Doornenbal of Churned | Episode 046 43:06

4M ago43:06

43:06

Send us a Text Message. Maarten & Michiel Doornenbal are not only brothers, but also co-founders of Churned! They join me this week for a fantastic conversation about the platform they've built, AI, scorecards and more! Unfortunately, my audio/video didn't record - so you'll here me narrating the episode - but it's kind of fun to switch formats up …

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Applying Common Sense to Digital Customer Experience with Rob Zambito of Success Scaled | Episode 045 58:41

4M ago58:41

58:41

Send us a Text Message. Invariably, when you speak to someone in CS about Rob Zambito, the first comment that almost always comes back is, "He's a good guy". ...and I couldn't agree more. I wouldn't say that I've known Rob for a very long - but the time we've spent both on Zoom and in-person has always been extremely high-quality, funny, impactful,…

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Video Micro-Learning at Scale with Delores Cooper of Zendesk | Episode 044 41:05

5M ago41:05

41:05

Send us a Text Message. Not only does Delores Cooper of Zendesk have a pretty amazing back story, she's also doing some pretty amazing things with a small and scrappy team at Zendesk. Short form video has become an increasingly popular medium for distribution of content and Zendesk is utilizing this as part of their digital enablement strategy. In …

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The Power of Hyper-Personalized Content for Customer Success with Nik Mijic of Matik | Episode 043 40:02

5M ago40:02

40:02

Send us a Text Message. Nik Mijic, co-founder of Matik comes to us this week with not only a fascinating back-story, but some great CS-related content as we discuss a wide variety of very timely and important topics. In this episode, we talk about: How Matik automates the creation of content with personalized data, primarily for CS and Sales The cu…

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Customer Education and The Digital Journey with Erica Akroyd of Pendo | Episode 042 47:22

5M ago47:22

47:22

Send us a Text Message. I always love talking with people who work within companies that serve the CS community, and this one is no different. Erica was a fantastic guest to have on the show, partly because of the myriad of roles she's played at the company but also because she has done and is doing some pretty cool things in the realm of digital a…

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Data Analysis and Service Recovery Philosophy with Lane Hart of Contentsquare | Episode 041 59:14

5M ago59:14

59:14

Send us a Text Message. Lane Hart of Contentsquare brings to CS a no nonesense approach to ensuring the renewal via strong data analysis combined with a very human approach of customer engagement. He has taken lessons learned from his years in management consulting at IBM forward into a rocketship trajectory in CS at Heap - now Contentsquare. Be su…

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AI Driven Digital Customer Success in App Form w/ Dickey Singh of Cast.app | Episode 040 54:45

6M ago54:45

54:45

Send us a Text Message. Dickey Singh, CEO of Cast joins us this week for a bonus episode in which we discover his fascinating journey from a long line of engineering leadership roles to today, where he's leading the charge of AI in CS. We discuss at length what he and his team at Cast.app are doing to help revolutionize digital CS and what the futu…

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Cross Collaborating on the Customer Journey with James Lawson of River Consulting Group | Episode 039 55:30

6M ago55:30

55:30

Send us a Text Message. James Lawson of River Consultancy Group joins us this week in a fun conversation that spans a wide range of topics including a growing sentiment among CS leaders that contributions to the customer journey should be cross collaborative in nature. James is the founder of River Consultancy Group and currently serves as CCO at k…

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Tearing Down PLG & SLG Walls in Digital CX with Dee Kapila of Miro | Episode 038 52:59

6M ago52:59

52:59

Send us a Text Message. Today's discussion with Dee Kapila is a fascinating insight into the world of building innovative digital programs within a very well known and broadly used organization, Miro. As Global Head of Scaled Customer Experience, Dee leads both digital and customer education functions. Her talk last year at Pulse on having SLG & PL…

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Driving Community & Scale at LinkedIn with Ezra Zimbler of LinkedIn | Episode 37 48:23

6M ago48:23

48:23

Send us a Text Message. Ezra Zimbler is a long time LinkedIn team member, currently based in Dublin who is driving some really great initiatives and customer facing teams. He's a diversity & equity champion within the halls of LinkedIn as well as without. This is definitely a topic of conversation in this episode, along with LinkedIn's efforts arou…

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Hiring for Digital CS and the State of the Job Market with Sara Roberts of Bayview Talent | Episode 36 58:52

6M ago58:52

58:52

Send us a Text Message. Sara Roberts (Bayview Talent and host of Success Unscripted) may not immediately jump out to you as an obvious guest of this podcast. No, she doesn't run a digital CS function nor does she have a rich history in CS. What she does have is her finger on the pulse for growing and scaling CS teams as that is her recruiting agenc…

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Diversifying and Digitizing Customer Success with Annie Dean of RecastSuccess | Episode 035 54:10

6M ago54:10

54:10

Send us a Text Message. Reminder! Enter for a Gold Pass to the CS Festival in Austin: Leave a review the podcast and send a quick screenshot to alex@digitalcustomersuccess.com Go to this LinkedIn post and Like it: https://www.linkedin.com/feed/update/urn:li:activity:7152780848642068480 Leave a comment on that same post. Easy! Today's Guest Annie De…

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Short Form Content & Human Language in Digital Customer Success with Anika Zubair of Griffin | Episode 034 58:34

7M ago58:34

58:34

Send us a Text Message. Enter the contest for a Gold Pass ($1300 value!) to the Customer Success Festival in Austin (Feb 13 & 14, 2024) by following these steps: Review the podcast on your platform of choice and send a quick screenshot to alex@digitalcustomersuccess.com Go to this LinkedIn post and Like it: https://www.linkedin.com/feed/update/urn:…

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Elevating CS Within Your Organization with Anita Toth | Episode 033 1:00:45

7M ago1:00:45

1:00:45

Send us a Text Message. Enter the contest for a Gold Pass ($1300 value!) to the Customer Success Festival in Austin (Feb 13 & 14, 2024) by following these steps: Review the podcast on your platform of choice and send a quick screenshot to alex@digitalcustomersuccess.com Go to this LinkedIn post and Like it: https://www.linkedin.com/feed/update/urn:…

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Digital Customer Success with and Engineering Mindset with Bhavika Kochhar | Episode 032 39:59

7M ago39:59

39:59

Send us a Text Message. Bhavika Kochhar is one of those amazing individuals that does an incredible amount of service to the CS community and seemingly eats, sleeps & breaths customer success. She's been in the trenches as a CSM and is now pursuing her Masters in Engineering Management, where she is focused on pulling technical prowess into CS. I l…

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How Digital Fuels the Post-Sale Journey at Demandbase with Alyssa Opella | Episode 031 58:58

7M ago58:58

58:58

Send us a Text Message. In the intro to this week's episode, I briefly touch upon a new resource that is available to you via the website: The Digital Customer Success Tech Stack. In short, this is a collection of applications that a myriad of digital CS and Ops pros are using to execute on their digital strategies. Check it out here: https://digit…

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Building Community in Digital Customer Success with Marie Lunney | Episode 030 48:26

8M ago48:26

48:26

Send us a Text Message. Marie Lunney joins us this week in a whirlwind conversation in which we cover a lot of ground. Not only is she a seasoned digital CS leader, including her current role at Top Employers Institute, but she's also founder of the DCS Connect Slack community. In this fun filled 45 minutes, Marie and I dig into: Digital CS before …

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Putting Humanity Back Into Digital Customer Success with Jon Johnson of UserTesting | Episode 029 1:15:42

8M ago1:15:42

1:15:42

Send us a Text Message. Jon Johnson is an incredible human. You've likely heard of him as part of the Unchurned BS & CS podcast series in which he shares some of his incredible background and upbringing on a recent episode. Not only is Jon an incredible CS leader, he is also a fantastic musician and writer, which are both topics we discuss as part …

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Digital Customer Success, Music & Banter with Jeff Kushmerek of Infinite Renewals | Episode 028 1:02:30

8M ago1:02:30

1:02:30

Send us a Text Message. Jeff Kushmerek of Infinite Renewals has to be one of the most dynamic and fun people in our amazing CS community. His contributions are immense via his generosity, amazing content and overall attitude towards CS. You might also see him as one of the most musically active members of the community. While we do start with a fun…

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Scaling Customer Success the Totango Way with Chris Dishman | Episode 027 50:10

9M ago50:10

50:10

Send us a Text Message. I absolutely love interviewing guests who are deeply embedded and leading CS teams for companies that primarily serve the Customer Success community. That is why this week's chat with Chris Dishman of Totango was such a joy! It goes without saying that not only does Chris' team run a stellar customer success program, but the…

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Customer Value Led Growth in Digital CS with Markus Rentsch of Remark-Able | Episode 026 54:50

9M ago54:50

54:50

Send us a Text Message. This week, I had the pleasure of speaking with Markus Rentsch, CEO of Remark-able, where he spends his time consulting and building products to help CS orgs navigate Customer Value Led Growth initiatives. Markus and I share some commonalities, the first of which is that we are both native German speakers and are from the Vie…

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Driving Customer Outcomes at Scale with CS Legend Greg Daines (a.k.a The Churn Doctor) of ChurnRX | Episode 025 57:49

9M ago57:49

57:49

Send us a Text Message. In what is probably the most quotable episode of the podcast yet, Greg Daines drops some INCREDIBLE knowledge on the root causes of churn and how digital customer success programs are pivotal in driving long-term retention. How? By driving consistent Customer Results and addressing the variability inherent in changing custom…

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