Advertise on podcast: CX Confessions: The Customer Experience Show

In this episode of CX Confessions: The Customer Experience Show, hosts Katherine Calvert, CMO at Khoros, and Spike Jones, General Manager of Strategic Services at Khoros, sit down with Cristy Ebert Garcia, CMO at Impact.com. Cristy shares more about her plans to contribute as the new CMO at Impact.com, and which areas she’s hoping to tackle first. Listeners will hear Cristy’s perspective on partnership marketing, including the importance of finding the right partners and why leaders should be viewing partners as an extension of the company, rather than a transactional relationship. . Join us as we discuss: The future of partnership marketingAnalyzing customer dataAdapting to your audience’s changing appetites Tough lessons about the customer journeyMaking a big impact on your audience Itching for more CX goodness? You can find this interview and many more, by subscribing to CX Confessions on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for CX Confessions in your favorite podcast player. This episode of CX Confessions was produced by Quill.

 In this episode of CX Confessions: The Customer Experience Show, hosts Katherine Calvert, CMO at Khoros, and Spike Jones, General Manager of Strategic Services at Khoros, sit down with Susan Vitale, CMO at iCIMS. Susan shares her thoughts on the customer experience from the perspective of serving candidates and internal employees as customers. She explains how her ideas about CX have evolved over the years since moving into a career in tech, and why it’s essential for organizations to prioritize their people on a continuous basis, not just when they first join the company. Join us as we discuss:The customer experience from the perspective of candidatesThe importance of viewing employees as customersThe evolution of who iCIMS is marketing to primarily The value of considering your brand’s reputation Itching for more CX goodness? You can find this interview and many more, by subscribing to CX Confessions on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for CX Confessions in your favorite podcast player. This episode of CX Confessions was produced by Quill.

Human connection means recognizing that on the other side of the phone, the screen, the label—there's a human attached who feels, reacts, and solves.  We talk a lot about confessions, and one of the biggest ones is that we’re all guilty of applying labels to others and reducing their value.  To gain his insight, we spoke with Rob Morris, CEO and co-founder of Love146, about the powerful origin of his company, how technology affects his work towards ending child trafficking, and how he practices defiant hope.  Join us as we discuss: The Love146 origin story  Pros and cons of technology  The power of defiant hope  Itching for more CX goodness? You can find this interview and many more, by subscribing to CX Confessions on Apple Podcasts, on Spotify, or here.  Listening on a desktop & can’t see the links? Just search for CX Confessions in your favorite podcast player.

We’ve all used Zoom at least once in the last two years—it’s even reached meme status.   To get an inside scoop and his expert insight, we spoke with Jeff Harling, Head of Global Self-Service at Zoom, about the evolution of CX, the one thing he wished he had focused on sooner in his career, and much more.  Join us as we discuss: How Zoom has evolved over time How CX has changed and how it hasn’t The controversy of offering self-service (is it really that disliked?) Tracking data around customer experience  Itching for more CX goodness? You can find this interview and many more, by subscribing to CX Confessions on Apple Podcasts, on Spotify, or here.  Listening on a desktop & can’t see the links? Just search for CX Confessions in your favorite podcast player.

Language is the backbone for creating trust. What does that mean for global brands? In a world full of diverse dialects, we need to aim for inclusivity across services and products. In this episode, we hear from Vasco Pedro, Co-Founder & CEO at Unbabel, about how AI is blazing a path for more inclusive communication and bridging language gaps. Join us as we discuss: The role AI plays in communication AI limitations The significance of language accessibility Building trust through communication  Itching for more CX goodness? You can find this interview and many more, by subscribing to CX Confessions on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for CX Confessions in your favorite podcast player.

You’re growing — more employees, more locations, but the same community. How do you stay true to your culture during a time of growth? In this episode, we hear from Melissa Perrin, Executive Vice President, Chief Culture & Communications Officer at First United Bank, about why CX lies at the intersection of community and culture. Join us as we discuss: The process of documenting your culture The role of brand consistency in CX How “Spend Life Wisely” permeates the company Why branch is a taboo word at First United Bank Personal authenticity for the good of the team and yourself Itching for more CX goodness? You can find this interview and many more, by subscribing to CX Confessions on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for CX Confessions in your favorite podcast player.

When tragedy strikes, people tend to spiral into anxiety and be overwhelmed—that's human nature. But, what if there was a way to ease that burden? It comes down to humanizing the process of filing claims, and iInsurance companies have a sizable impact on what that experience will look like for all involved. In this episode, Linda Goldstein, Chief Marketing Officer at CSAA Insurance Group, a AAA Insurer, explains the importance of personal touch, respecting data, and why you need to leverage a customer effort score. We discuss: Bringing the human touch into insurance claims Being respectful of people's data/how you use it Leveraging NPS results and customer effort scores    Itching for more CX goodness? You can find this interview and many more, by subscribing to CX Confessions on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for CX Confessions in your favorite podcast player.

Should we make the distinction between B2B and B2C marketing? Today’s guest says no, because all marketing is B2P (business to people). In this episode, we interview Jessica Jensen, CMO at Indeed.com, about why the disciplines of good consumer marketing are the same as those of good business marketing. Join us as we discuss: Why all marketing is B2P How our views of CX have changed over time The meaning and purpose of “brandformance” What data is most important to track week by week Confession time: What most marketers get wrong about CX  Itching for more CX goodness? You can find this interview and many more, by subscribing to CX Confessions on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for CX Confessions in your favorite podcast player.

Since the pandemic began, everyone has raised their standards and expectations of customer experience. B2B and B2C tactics mirror each other, and this is driving the evolution of the CMO role. Our next guest explains how CMOs have gone from being mere Chief Marketing Officers to becoming the official voice of the market within their companies. Lynne Capozzi, Chief Marketing Officer of Acquia, talks with us about: B2B and B2C buying journeys and why they’re effectively the same Her take on community and the new-age CMO role The importance of clean data Confession: why you shouldn’t try to personalize everything all at once Check out these resources we mentioned during the podcast: Drupal Calm Itching for more CX goodness? You can find this interview and many more, by subscribing to CX Confessions on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for CX Confessions in your favorite podcast player.

Having a community superpower is a great goal — but it’s not an endpoint. Creating a customer engagement platform that runs user groups, events, support, marketing, elearning, and a community driven by a growth mindset… that’s the real objective. In this episode, I interview Scott K. Wilder, Head of Customer Engagement and Community at HubSpot, about evolving a community into a true customer engagement platform. Join us as we discuss: Scott’s origin story and the construction of HubSpot’s customer engagement platform What Venn diagrams have to do with customer advocacy The Academy arm of the customer engagement platform When culture helps — and when it doesn’t Growth mindset, content, and group hubs Check out these resources we mentioned during the podcast: Article about T-shaped marketer Working Backwards by Colin Briar and Bill Carr Hotjar or Crazy Egg To hear more interviews like this one, subscribe to Titans of Customer Engagement on Audible, Spotify, or your preferred podcast platform.  Listening on a desktop & can’t see the links? Just search for Titans of Customer Engagement in your favorite podcast player.

Community creation isn’t about you or your product. It’s about helping the people in your community find answers to problems and to feel that they are connected to others who are on the same journey. The fastest way to ruin the trust you built within your community is to start trying to sell. In this episode, we interview Vidya Peters, Chief Marketing Officer and Interim Chief Product Officer at Marqeta, Inc, about her do’s and don’ts for creating an online community for developers. Join us as we discuss: Vidya’s gold standard for community and connection Exploring a hybrid model of online connection Building trust within the community you’re creating Why people forget that tech problems are actually about people Confession: What it was like to be mocked on YouTube Itching for more CX goodness? You can find this interview and many more, by subscribing to CX Confessions on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for CX Confessions in your favorite podcast player.

Most people go about mapping the customer journey all wrong. They pull insiders together and ask them what they think the customer journey is. But you know who really knows the true customer journey? Customers. In this episode, we interview Susan Ganeshan, CMO at Clearwater Analytics, about the importance of communicating with — and listening to — customers. Join us as we discuss: How to unify a team to do the right thing for customers Stories of brands that deliver amazing customer experience Discovering the true customer journey by listening to customers Getting value through the ROI of product users Itching for more CX goodness? You can find this interview, and many more, by subscribing to CX Confessions on Apple Podcasts, on Spotify, or here.  Listening on a desktop & can’t see the links? Just search for CX Confessions in your favorite podcast player.