Advertise on podcast: Titans of Customer Engagement

Welcome back to Titans of Customer Engagement, A Customer Experience Podcast by Khoros.  We are very excited to be joined by our own living legend, Allison Fasching, Khoros Customer Solutions Director Allison has a really unique perspective on customer engagement. She was in charge of constructing and maintaining one of the largest telcos on the planet. And for the past few years has been advising Khoros customers on how they can think about their customer engagement.  We thought it would be really interesting to get her perspective on the most important lessons that she has learned. This episode is hosted by Khoros Business Value Director, Jon Wishart. And Trust me, You don’t want to miss a second of this one. Sit back and enjoy. Here’s a sneak peak into the discussion The components of a successful strategy: Customer Journey, Technology, KPIs, ROI, and Change Management Benefits of having a company wide change management plan Being aware of the channels your customers are using Empowring Agents with community insight when responding to customer questions To hear more interviews like this one, subscribe to Titans of Customer Engagement on your favorite podcast platform to hear more interviews like this one.  Apple Podcasts Spotify Amazon Google Podcasts

Welcome back to Titans of Customer Engagement, A Customer Experience Podcast by Khoros. We are very excited to be joined by the Head of Partner & Customer Engagement for Lyft Bikes, Scooters & Transit, Chris Vetrano (@cvetrano). This Khoros Titan found his passion for engagement after being inspired by the Pop Music Industry and running his own American Idol Fantasy league. Now, leading the smallest team with the biggest impact, Chris is looking to give back to the customers that helped Lyft become a leader in ride-sharing. Hosted by Khoros Oracle and Business Value Consultant Jake Roadhouse, so you know it’s going to be quite the conversation. So sit back and enjoy the show. Here’s a sneak peak into the discussion Finding passion for engagement in unexpected places What goes into actually 'caring' about Customer Experience Why Community makes perfect sense to 'operationally' help a business How has Lyft evolved to accommodate Social in their business Lyft's innovative 'Bike Angels' program, and more!  To hear more interviews like this one, subscribe to Titans of Customer Engagement on your favorite podcast platform to hear more interviews like this one. Apple Podcasts Spotify Amazon Google Podcasts

We’re honored to be joined by Legendary Khoros Titan, and one of our most respected Atlas contributors, Stan Gromer, Director of Community at Upwork. With over 20 years of experience, including running gamer forums before he even got to highschool, Stan knows patience is key when nurturing a community. Pull up your notepad and walk away with a few lessons! Here's a sneak peek of the discussion: Combining community and marketing data for a more accurate CX journey Keeping things simple to foster functionality and growth. Engaging community members as key stakeholders in major changes to the community. The importance of accessible, successful onboarding.   To hear more interviews like this one, subscribe to Titans of Customer Engagement on your favorite podcast platform to hear more interviews like this one. Apple Podcasts Spotify Amazon Google Podcasts

Our guest today is none other than Legendary Khoros Titan, Claudius Henrichs, Head of Community at Dataiku. He brings a wealth of knowledge and experience as a passionate community member throughout the years. Claudius has been noticing more awareness around how closely related the learning experience, and the community experiences are. Businesses are realizing that the Community Manager establishes communication between many company departments to the customer/audience, making it an essential component of user advocacy. Join us as we discuss: The growing availability of education in communities. How brands could better intertwine the online build-up and aftermath with the in-person event itself The importance of organizations showing respect for the audience and their preferred channel Transparency of metrics and data across your organization and departments​​ To hear more interviews like this one, subscribe to Titans of Customer Engagement on your favorite podcast platform to hear more interviews like this one.

Working in digital engagement is a constant learning process filledwith many opportunities to test, learn, and change directions. If there is one thing you can take away from today's guest, it’s that learning and shifting is all part of the growth process. Jeff Shurtliff, Business Applications Manager & Developer at RSA, joins the podcast to share his experience in launching new digital programs, and how to support and inform customers by involving them in development and testing. Here's a sneak peek: Community integrations with both JIRA and SFDC to help bring the power of community to key internal teams whose participation and contributions are critical to overall community performance. The importance of User Acceptance Training, particularly in a large deployment The importance of internal and external communications when making changes to the community Utilizing easy to access data to help plan knowledge content for the community Subscribe to Titans of Customer Engagement on your favorite podcast platform to hear more interviews like this one. Apple Podcasts Spotify Amazon Google Podcasts

In the digital age, brand marketing and customer support are proving to be a strong partnership in sharing and understanding what customers want. If there is something to be learned from today's guest, it’s that all organizations can benefit from simply talking to their customers. In this episode, we speak with Mary Taylor, Community Manager at Intel, about enabling and rewarding open dialogue for deeper customer engagement and return on investment. Here's a sneak peek: Using Community as a Marketing and Customer Service platform ROI Analysis that Intel has done - Conservative annual estimate saving $38m Rewarding your superusers with what resonates with them, sometimes swag, sometimes just recognition. ​​To hear more interviews like this one, subscribe to Titans of Customer Engagement on your favorite podcast platform. Apple Podcasts Spotify Amazon Google Podcasts

That's a wrap on season one of the Titans of Customer Engagement podcast! We’re hard at work bringing you more strategic conversations with your peers and leaders about creating the world’s greatest customer experiences in season two. We thought it would be a good idea to take a look back at what we have learned from you all so far and what is coming up. Our hosts got together to review some of their favorite episodes from the podcast's first season; plus, we’re welcoming new hosts! Join us as we discuss our favorite takeaways from season one guests, including: Brands using their voice in responsible, meaningful ways Simple changes to help brands recognize their hidden audiences Leveraging data and tech to accomplish engagement goals  Subscribe to Titans of Customer Engagement on your favorite podcast platform to hear more interviews like this one. Apple Podcasts Spotify Amazon Google Podcasts

Community is a word we’re all familiar with, and it’s a product of human instinct. Today, companies bank into that natural draw to create thriving, engaging networks where their customers can connect and solve problems together. In this episode, we speak with Alexis Brown, Senior Manager of Global Community at Zoom, about what makes measuring community success more than just a science. Join us as we discuss: Building the Zoom community in under five months Giving your community a proper team to share the workload Key takeaways from navigating a community’s hyper-growth phase Blending a variety of metrics to define success accurately   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.

Lurker is a word that sounds sly or secretive at best. Consider how our perspective about non participatory online community members changes when we call them listeners, browsers, visitors, consumers, or learners. In this episode, we speak with Louise Branscomb, Senior Community Manager at Strava, about a positive rebrand for our online audiences who are in a thinking stage instead of a more obviously active one. Join us as we discuss: How we think about people who aren’t ready to participate yet The importance of supporting learners and listeners Creating a comfortable online environment for all types of audiences Unmeasured benefits of community professionals Check out these resources we mentioned during the podcast: How I Learned to Stop Worrying and Love the Lurker -Rachel Silvano Feverbee In before the Lock Episode 48Talks about embracing lurkers as part of the conversion process 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.

We’re spending the majority of our time on digital devices; now more than ever. And, as we look to the future, we’ll all need to be aware of where we spend our digital attention. If a work community doesn’t have ease of access with their current platform, they’ll migrate to another. Becky Scott, Senior Manager of Technical Community at Jumpcloud, is here to build a community for IT professionals with the right series of tools to keep everyone on-board. Becky joins us for this episode to discuss: The importance of community to businesses Becky’s reason for starting a community How we spend our digital attention & convincing people to use different channels Overcoming resistance & expectations when building a community Actionable advice for the audience 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.

You either love bots or you hate them. If you hate them, you just haven’t experienced one that’s been done right yet. Auburn Berry, Director of Social Media, PR, Brand Activation & Guest Relations at European Wax Center, works hard with her team to intensify how useful bots can really be, both internally and externally. Auburn joins us for this episode to discuss: Her journey of exploration toward the elusive utopian CX and beyond Extending authentic in-center experiences into digital communication channels What it’s like to put human needs at the center of technological design Why your agents are your heroes and how to better support them 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.

You might think you’re doing a great job creating an online community, but if your users don’t think so, too, then you have a lot of improving to do. That’s why it’s crucial to listen to your users and put their journey in first place in your organization. In this episode, I interview Adriana Afonso, Online Community Officer at Unit4, about how she orchestrated a recent online community redesign by listening to user feedback. Join us as we discuss: Adriana’s role as moderator of the technical side of the community Building a community redesign around user feedback Different methods for reaching customers: chatbot, events, products, forums What people-first design really means Check out this resource we mentioned: Unit4’s podcast is Inspiration4U 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.