Episode 4: Digital & Scaled CS: Why It Matters More Than Ever in the Age of AI with Andrea Pasero

In this episode, I sit down with Andrea Pasero, a 10-year digital CS veteran, to clear up one of the most misunderstood areas in customer success: the difference between digital and scaled CS, and why getting it right matters more than ever right now. We explore why digital CS is no longer optional, how AI is leveling the playing field for customers of all sizes, and what it actually takes to build a program that scales without losing the human touch. We discuss: 1. Why digital CS and scaled CS are not the same thing, and why that distinction changes how you build your team 2. Where most companies are still behind and where the biggest untapped opportunity sits 3. The 5-level maturity model Andrea uses to help teams understand where they are and what to do next 4. Four trends reshaping post-sales: agentic AI, right-touch delivery, the execution gap, and self-serve community 5. How AI is making white-glove CS accessible to smaller customers, not just enterprise accounts 6. What great customer success actually looks like in the years ahead and the biggest risk leaders need to watch for If you are leading a CS team, building out a digital program, or trying to make the case for investment in this space, this episode provides the language, framework, and perspective to move forward with confidence. Resources Digital CS Maturity Model eBook — The full framework Andrea references throughout the episode: https://www.valuize.co/resources/down... The Real Power of Digital CS — A deeper look at how digital CSMs are reshaping customer success: https://cast.app/the-real-power-of-di... Right Touch Explained by ChurnZer; https://churnzero.net/blog/2026-custo... — What right-touch CS looks like in practice and why it matters in 2026 Connect with Andrea Pasero on LinkedIn Chapters: 00:00 Episode Overview 00:53 Meet Andrea Pasero 02:13 Origins of Digital CS 03:42 Why Digital Matters Now 04:38 Digital vs Scaled CS 06:10 Where Companies Lag 07:18 Who Owns Digital CS 11:16 Maturity Model Explained 13:07 Levels and Benchmarks 15:10 Using the Model Up Down 16:15 Data as the Blocker 17:23 Unlocking Data Access 19:07 Change Management for Teams 20:17 Fail Fast Culture 20:30 Fear of Mistakes 22:05 AI Trends Ahead 22:31 Democratizing Success 24:32 Hyper Relevant Journeys 25:25 AI Adoption Reality 26:31 Governance and Trust 28:27 Community and Webinars 30:36 Building the Baseline 32:42 Practical AI Wins 35:50 Future of CS Roles 37:02 Great CS in AI Era 39:09 What Leaders Do Next 40:11 Closing and Contact