CX Confessions: The Customer Experience Show

View Details

In this episode of CX Confessions: The Customer Experience Show, host Staci Satterwhite, COO at Khoros, and guest host Natanya Anderson, General Manager, Strategic Services at Khoros, sit down with Prachi Gore, the VP of Marketing at Checkr Inc., a platform that uses AI to make background screening more efficient, speed up the hiring process, and drive revenue. As an accomplished marketing leader with a passion for innovation, strong team building skills, and consistent high performance, Prachi has plenty of wisdom to share about optimizing outcomes through excellent CX practices.

Join us as we discuss:

Why creating value for customers should be the number one priority for any business
How to tie effective CX directly back to business outcomes
Why a lack of collaboration between sales and marketing teams is the number one reason go-to-market strategies are ineffective
How buying power is more distributed among enterprises today, which changes customers’ expectations
Why prioritizing real and authentic communication with customers is critical

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.

View Details

In this episode of CX Confessions: The Customer Experience Show, host Staci Satterwhite, COO at Khoros, and guest host Philippe Mesritz, VP Professional Services at Khoros, sit down with Blake Adams, Senior Vice President of Marketing (Head of Marketing) at Florence Healthcare. As employee #8 at Florence Healthcare, Blake has helped to grow the company from the ground-up, and he has plenty of CX wisdom to share from his 13+ years of experience as a marketer.

Join us as we discuss:

How technological innovations are improving healthcare CX
Why Blake is a big advocate for interoperability and systems integration
Strategies for creating a more accessible and inclusive customer experience
Why Florence Healthcare focuses on analyzing operational data
Where Blake sees the healthcare industry going in the future

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.

View Details

In this episode of CX Confessions: The Customer Experience Show, host Staci Satterwhite, COO at Khoros, and guest host Anastacia Darby, Director of Strategic Development at Khoros, sit down with Atri Chatterjee, Chief Marketing Officer at ForgeRock, a San Francisco-based access management software company that’s on a mission to create simple and secure identity experiences. With more than three decades of experience in marketing at several different tech companies ranging in size from start-ups to well-established enterprises, Atri has plenty of wisdom to share on digital identity, key CX trends, and more.

Join us as we discuss:

Why digital identity is a key component of CX today
The consumerization of IT
How digital transformation has brought both security and CX to the forefront
The cost of poor CX to enterprises
Why Atri and his team are aiming to create frictionless, “passwordless” environments in the future

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.

View Details

In this episode of CX Confessions: The Customer Experience Show, host Staci Satterwhite, COO at Khoros, and guest host Dillon Nugent, CMO at Khoros, sit down with Michelle Huff, CMO at UserTesting. As someone who has held marketing leadership roles at some of the biggest brands in software like Oracle and Salesforce, Michelle has plenty of wisdom to share about navigating turbulent economic times, the importance of uncovering customer insights straight from the source, and some of the key benefits of user testing.

Join us as we discuss:

Making the most of your investments and moving away from a “growth at all costs” mindset
How to act as an advocate for customers
Using “empathy hours” to better understand buyers’ needs
Why it’s crucial for marketers to understand product development
How to adopt a more empowering mindset as a leader

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.

View Details

In this episode of CX Confessions: The Customer Experience Show, hosts Staci Satterwhite, Chief Customer Officer at Khoros, and Spike Jones, General Manager, Strategic Services at Khoros, sit down with Michael Katz, Co-Founder and CEO of mParticle. Michael shares his tricks of the trade when it comes to tackling data chaos and operational complexity, as well as some helpful hints for aspiring founders in the tech space.

Join us as we discuss:

How organizations can prioritize sustainable growth
Taking a mindful approach to data design
How to streamline data across all consumer touchpoints
The consumer touchpoints brands should be paying attention to
Keeping up with the digital ecosystem’s rapid evolution

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.

View Details

In this episode of CX Confessions: The Customer Experience Show, hosts Staci Satterwhite, Chief Customer Officer at Khoros, and Spike Jones, General Manager, Strategic Services at Khoros, sit down with Jennifer Anaya, SVP of Global Marketing at Ingram Micro. Jennifer shares why she believes great CX begins with great employee experience (EX), how leaders can encourage their teams to stay motivated, and why taking a holistic approach to CX is so important to a growth strategy.

Join us as we discuss:

Key element of great employee experience (EX)
Strategies for igniting passion among teams and educating employees
How the role of the CMO has evolved in recent years
Why everyone on the team should consider themselves a “Chief Value Officer”
Using agile processes to progress towards a greater overall vision

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.

View Details

In this episode of CX Confessions: The Customer Experience Show, hosts Staci Satterwhite, Chief Customer Officer at Khoros, and Spike Jones, General Manager, Strategic Services at Khoros, sit down with Julie Knight-Ludvigson, Chief Marketing Officer at Unit4. Julie shares her expert perspective on the power of the tech stack when it comes to connecting customers with the brand, the relationship between CXOs and CMOs, and the best collaborative strategies for optimizing the entire customer experience.

Join us as we discuss:

Julie’s shifting key priorities as a CMO today
Using the tech stack to drive customer engagement and build trust
Key strategies for leveraging intent data
The importance of creating an efficient sales and marketing funnel
Valuable reference points for gauging customer satisfaction

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.

View Details

In this episode of CX Confessions: The Customer Experience Show, hosts Staci Satterwhite, Chief Customer Officer at Khoros, and Spike Jones, General Manager, Strategic Services at Khoros, sit down with Richard George, the Global Head of Integrated Marketing at London Stock Exchange Group (LSEG). Richard shares some of the key lessons he’s learned throughout his career, including how creativity can enable agility, the importance of aesthetics while considering the human element of digital interaction, and the value of understanding data relevance to create impactful and timely customer experiences. Join us as we discuss:

Creative go-to-market strategies and solutions
Getting buy-in from stakeholders by going beyond slide presentations
The importance of agility and inclusivity in a team setting
Leveraging data to unlock customer relevance
How to integrate your tech stack effectively

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.

View Details

In this episode of CX Confessions: The Customer Experience Show, hosts Staci Satterwhite, Chief Customer Officer at Khoros, and Spike Jones, General Manager, Strategic Services at Khoros, sit down with Alex Schmelkin, CMO and CRO of Unqork, a no-code visual software development project platform. Alex shares his perspective on why personalization has become such an important aspect of the customer experience in recent years, and some of the tangible results he and the team have seen from taking a hyper-personalized approach. Join us as we discuss:

The inspiration and purpose behind Unqork
Why taking a personalized approach to CX is key
Some of the positive impacts Unqork has seen from taking a hyper-personalized approach to the sales journey
How no-code software can take on complex workloads, not just simple tasks
How the world of software development will continue to evolve in the future

View Details

In this episode of CX Confessions: The Customer Experience Show, hosts Staci Satterwhite, Chief Customer Officer at Khoros, and Spike Jones, General Manager, Strategic Services at Khoros, sit down with Kirsten Newbold-Knipp, Chief Marketing Officer at FullStory. Kirsten shares her tips for fostering a solid foundation of trust with consumers, go-to strategies for bringing products to market, and the story behind the term “smarketing.” She also explains the concept of an internal love score, and how it could help marketing teams provide more value for customers overall. Join us as we discuss:

Building a solid foundation of trust with customers
Making the most of customer data
Key CX lessons Kirsten has learned from previous roles at large-scale tech companies
How the concept of “smarketing” plays into a successful customer experience
Maximizing value for customers overall

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.

View Details

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 marketing
Analyzing customer data
Adapting to your audience’s changing appetites
Tough lessons about the customer journey
Making 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.

View Details

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 candidates
The importance of viewing employees as customers
The 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.

View Details

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.

View Details

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.

View Details

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.

View Details

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.

View Details

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.

View Details

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.

View Details

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.

View Details

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.

View Details

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.

View Details

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.

View Details

Most brands would kill to have a fanbase dedicated enough to tattoo the company logo on them.

But what if I told you that superfans like these can hurt your brand?

Even in sports.

This counterintuitive discovery is one of many lessons today’s guest, Jonathan Becher, has learned during his tenure as President of the San Jose Sharks. He joins the show to share how he increased the team’s fanbase through inclusivity and shifting to a more community-driven CX.

In this episode, we discuss:

How the Sharks went from superfans to an inclusive fanbase (and why it paid off)
How abolishing their official fanclub increased their fanbase
Why experience is more important than customer

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.

View Details

Join co-hosts Spike Jones and Katherine Calvert as they interview marketing pioneer Suzanne Fanning, CMO for Wisconsin Cheese & SVP of Dairy Farmers of Wisconsin, about the innovative and revolutionary ways this organization turned a small marketing budget into a campaign that “won” South by Southwest (SXSW) and became a favorite of Elon Musk’s.

In this episode, we discuss:

The success of Cheeselandia, a fan-driven online community that is bigger than ever.
Accomplishing mind-blowing customer engagement with a tiny budget.
Bringing celebrity guest Nick Offerman into a virtual Wisconsin Cheese event at SXSW.
The importance of organic word-of-mouth marketing.

Listen to CX Confessions on Amazon Music, Apple Podcasts, Spotify, or visit our website.

View Details

If you’re a CMO, you’re probably immersed in cold calls, spam, and forms.

Unless you’re Latané Conant.

In this episode of CX Confessions, we interviewed Latané Conant, CMO of 6sense, to talk about how she approaches creating community for great customer experience.

We also talked about:

How she uses events as part of her CX strategy.
How she maps the sales journey from the prospect’s perspective.
Why she doesn’t believe in cold calls, spam, or forms.
The “dark funnel” and her four rules of relevance.
The most important data to consider as you build your tech stack.

Subscribe to CX Confessions on Apple Podcasts, Spotify, or our website.

View Details

In an increasingly connected world, customer experience has become a make or break asset to any company.

B2Bs are now being faced with the choice to adapt or age-out.

On this week’s episode Sangeeta Mudnal , VP of Customer Experience at Crown Castle, joins us to talk about building mutually beneficial relationships with consumers by delivering thrilling customer experiences.

What we talked about:

Differences between B2B and B2C
Why B2Bs need CX
Achieving brand advocates
How to thrill customers

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.

View Details

The iconic Barbie brand has always been a staple of the toy industry; with the new Mattel PlayBack sustainability initiative and the Youtube presence aimed to help children through the COVID-19 pandemic, Barbie is raising the industry standard of how a toy can be involved with the social narrative.

Lisa McKnight, SVP & Global Head of Barbie & Dolls Portfolio at Mattel, Inc., joins the show to discuss her successes with the Barbie brand.

What we talked about:

Establishing a mission for Barbie to evolve
Keeping Barbie relevant w/ today’s situations
The science behind Barbie’s latest campaign
Commitment to sustainability w/ Mattel
Increasing diversity & utilizing data
Missteps & solutions within the Barbie brand

To hear more interviews like this one, subscribe to CX Confessions on Apple Podcasts, Spotify, or your preferred podcast platform.

View Details

Customer experience is reshaping how marketing is taking place. It can no longer be just about how great the product is; the customer needs to be treated equally important.

Don Peppers, Customer Experience Authority, Author and Speaker, joins the show to discuss the customer experience.

What we talked about:

The Transformation from Product-Centric to Customer-Centric
Reconciling Future Benefits for Current Costs
Customer Surveys and Where They Go Wrong
Removing Sources of Friction in the Customer Experience
Alignment Metrics for Loyalty

View Details

Erin Lowenberg, SVP Merchandising and Product at Rothy's, didn’t need to invest heavily in market research to drive business growth.

Why?

Because she listened to her customers

In the latest episode of CX Confessions, we speak about the smart ways to build upon feedback:

Scaling the Rothy’s community and managing the gulp rate
Overcoming excessive and unsustainable manufacturing operations
Rothy’s risk to reward formula: then, now and what’s next.
CX inclusivity

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.

View Details

That’s how Patrick Herning is providing incredible CX as Founder and CEO of 11 Honoré, the fashion brand offering high-end designer options to a plus-sized segment who have never been offered it before.

In this episode, we discuss:

Why it’s OK to be polarizing
Why you should speak about your customer as though they’re in the room
Why criticism and praise should both be taken with a grain of salt

Itching for more CX goodness? You can find this interview, and many more, by subscribing to CX Confessions on Apple Podcasts or Spotify.

Listening on a desktop & can’t see the links? Just search for CX Confessions in your favorite podcast player.

View Details

When you’re lucky enough to work with over 2,000 of the world’s most successful companies and you get to hear their stories every day, you learn the good, bad, and ugly of how they deliver amazing experiences.

At Khoros, we have just such luck — and we want to share the wealth.

That’s why we’re launching CX Confession, a podcast we hope will be a masterclass in providing amazing customer experiences and building lasting customer relationships.

In this trailer episode, Katherine Post Calvert, Chief Marketing Officer, and Spike Jones, General Manager, Strategic Services, introduce the podcast and give a sneak peek at the awesome CX insights you should expect from the show.

Itching for more CX goodness? You can find this interview, and many more, by subscribing to CX Confessions on Apple Podcasts and on Spotify.

Listening on a desktop & can’t see the links? Just search for CX Confessions in your favorite podcast player.

CX Confessions: The Customer Experience Show: Recent Episodes

Khoros