The Digital CX Podcast
Alex Turkovic
This podcast is for Customer Experience leaders and practitioners alike; focused on creating community and learning opportunities centered around the burgeoning world of Digital CX. Hosted by Alex Turkovic, each episode will feature real and in-depth interviews with fascinating people within and without the CS community. We'll cover a wide range of topics, all related to building and innovating your own digital CS practices. ...and of course generative AI will be discussed. If you enjoy the…
Sponsorship
Aug 2026 – Oct 20264 episodes scanned. 100% of ad slots promote the show's own products.
Recent Episodes
My Framework for AI Powered Churn Analysis | Episode 111
Oct 14, 2026Host Alex Turkovic presents a four-step, AI-assisted process for churn analysis, using Claude connected to CRM, email, call transcripts, and support data. He explains how to validate and fill gaps in churn narratives without replacing the original entry, then how to find recurring churn patterns and run regression checks against the existing customer base. The episode also covers why churn data is valuable feedback for product, sales, and CS teams, and why cross-functional relationships matter for acting on it.
Beyond Scheduled Tasks: Automate Your Operations with Claude Managed Agents | Episode 110 | Episode 110
Sep 17, 2026Alex Turkovic, host of the Digital CX Podcast, discusses building managed agents in Claude to automate business operations beyond basic scheduled tasks. He shares his process of auditing his own business to identify 36 potential AI agents—from content scouts to student support coordinators—and explains the core components of managed agents: agents, environments, credentials vaults, memory stores, and sessions. The episode covers practical use cases for customer success teams, implementation management, and demonstrates how coordinated AI agents can replace manual workflows and create a centralized command structure for business automation.
Your Health Score Is Green But They Are Gone - The Silent Segment of Customers | Episode 109
Sep 8, 2026Alex Turkovic explores the "silent segment" of customers—those showing green health scores but displaying no activity, engagement, or communication. The episode provides frameworks for identifying and categorizing dormant accounts using two key metrics (last login and last inbound contact), describes four customer engagement outcomes, and introduces a third type of silence: organizational failure to surface frontline churn signals. Turkovic demonstrates how AI can aggregate sentiment signals across platforms to enable proactive intervention before churn occurs.
Digital CX with Real Impact: Kat Kenny on DAP, AI, and Customer Education | Episode 108
Sep 1, 2026Kat Kenny, Director of Digital Customer Success at Drata, discusses her journey from sales through customer success at Gainsight to building scalable digital programs using Digital Adoption Platforms (DAPs), AI, and innovative customer education. She shares how her team achieved a 55% reduction in time-to-value for early-stage customers through in-app checklists and guided tours, and reveals how AI-democratized data access enables rapid dashboard creation and program measurement without traditional data team bottlenecks.
Why Culture is Key to AI Transformation in CX with Eric Mistry of Zapier | Episode 106
May 12, 2026Live Vibe Coding Session: How to Build Your Own Suite of CX Tools | Episode 105
Apr 21, 2026Unlocking CX Efficiency with Claude, not ChatGPT: Co-Work and Skills Explained | Episode 103
Mar 10, 2026The Digital Divorce: Moving Customers from CSMs to Self-Serve | Episode 102
Mar 3, 2026Beyond the Job Description: Career Growth in Digital CS with Stephanie Blair | Episode 101
Feb 10, 2026Exploring Retention as a Service (RaaS) with Gainsight's Chuck Ganapathi | Episode 100
Nov 4, 2025
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