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Call them changemakers. Call them rule breakers. We call them Redefiners. And in this provocative podcast, we explore how daring leaders from across industries and around the globe are redefining their organizations—and themselves—to create extraordinary impact in today’s rapidly changing world. In each episode, Russell Reynolds Associates Leadership Advisor Hoda Tahoun and former CEO Clarke Murphy host engaging, purposeful conversations with leaders in and out of the business world who shar ...
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Unreasonable Hospitality & Magic Customer Moments at Scale | Episode 097
The Digital CX Podcast: Driving digital customer success and outcomes in the age of A.I.
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After a short hiatus, Alex is back—and he’s bringing some big energy and even bigger ideas to the Digital Customer Success podcast. In this solo episode, he shares a deeply personal and practical reflection on how we can create magical, human moments in our digital programs—at scale.
Inspired by Will Guidara’s book Unreasonable Hospitality, Alex explores what it means to go beyond the expected, whether that’s sending a baby gift, a surprise mouse (the tech kind), or a handwritten note. The kicker? You can use AI and automation to help you spot those moments—without losing the human touch.
You’ll learn:
- Why emotional connection matters more than ever in CX
- How to train your systems (and your team) to spot moments of magic
- Real-world examples you can replicate
- Tools like Gong, Zapier, and Handwrytten in action
If you’re looking for a way to stand out in a sea of digital sameness, this episode’s for you. Subscribe and stick around—we’re just getting started.
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The Digital Customer Success Podcast is hosted by Alex Turkovic
🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com
Chapters
1. Welcome Back After Hiatus (00:00:00)
2. New Format and Exciting Projects (00:03:03)
3. Unreasonable Hospitality and Memorable Moments (00:05:33)
4. Creating Exceptional Experiences at Scale (00:08:00)
5. Using AI to Enhance Human Connection (00:12:00)
6. Closing Thoughts and Future Plans (00:15:33)
100 episodes
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