CX Confessions: The Customer Experience Show

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 businessHow to tie effective CX directly back to business outcomesWhy a lack of collaboration between sales and marketing teams is the number one reason go-to-market strategies are ineffectiveHow buying power is more distributed among enterprises today, which changes customers' expectationsWhy prioritizing real and authentic communication with customers is criticalItching 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, 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 CXWhy Blake is a big advocate for interoperability and systems integrationStrategies for creating a more accessible and inclusive customer experienceWhy Florence Healthcare focuses on analyzing operational data Where Blake sees the healthcare industry going in the futureItching 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, 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 todayThe consumerization of ITHow digital transformation has brought both security and CX to the forefront The cost of poor CX to enterprisesWhy Atri and his team are aiming to create frictionless, “passwordless” environments in the futureItching 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, 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” mindsetHow to act as an advocate for customersUsing “empathy hours” to better understand buyers' needsWhy it's crucial for marketers to understand product developmentHow 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.

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 growthTaking a mindful approach to data designHow to streamline data across all consumer touchpointsThe consumer touchpoints brands should be paying attention toKeeping up with the digital ecosystem's rapid evolutionItching 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 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 employeesHow the role of the CMO has evolved in recent yearsWhy everyone on the team should consider themselves a “Chief Value Officer”Using agile processes to progress towards a greater overall visionItching 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 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 todayUsing the tech stack to drive customer engagement and build trustKey strategies for leveraging intent dataThe importance of creating an efficient sales and marketing funnelValuable reference points for gauging customer satisfactionItching 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 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 solutionsGetting buy-in from stakeholders by going beyond slide presentationsThe importance of agility and inclusivity in a team settingLeveraging data to unlock customer relevanceHow to integrate your tech stack effectivelyItching 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 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 UnqorkWhy taking a personalized approach to CX is keySome of the positive impacts Unqork has seen from taking a hyper-personalized approach to the sales journeyHow no-code software can take on complex workloads, not just simple tasksHow the world of software development will continue to evolve in the futureItching 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 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 customersMaking the most of customer dataKey CX lessons Kirsten has learned from previous roles at large-scale tech companiesHow the concept of “smarketing” plays into a successful customer experienceMaximizing value for customers overallItching 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 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 audienceItching 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 reputationItching 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 timeHow CX has changed and how it hasn'tThe 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 communicationAI limitationsThe significance of language accessibilityBuilding 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 cultureThe role of brand consistency in CXHow “Spend Life Wisely” permeates the companyWhy branch is a taboo word at First United BankPersonal authenticity for the good of the team and yourselfItching 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 claimsBeing respectful of people's data/how you use itLeveraging 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 B2PHow our views of CX have changed over timeThe meaning and purpose of “brandformance”What data is most important to track week by weekConfession 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 sameHer take on community and the new-age CMO roleThe importance of clean dataConfession: why you shouldn't try to personalize everything all at onceCheck out these resources we mentioned during the podcast:DrupalCalmItching 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 platformWhat Venn diagrams have to do with customer advocacyThe Academy arm of the customer engagement platformWhen culture helps — and when it doesn'tGrowth mindset, content, and group hubsCheck out these resources we mentioned during the podcast:Article about T-shaped marketerWorking Backwards by Colin Briar and Bill CarrHotjar or Crazy EggTo 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 connectionExploring a hybrid model of online connectionBuilding trust within the community you're creatingWhy people forget that tech problems are actually about peopleConfession: What it was like to be mocked on YouTubeItching 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 customersStories of brands that deliver amazing customer experienceDiscovering the true customer journey by listening to customersGetting value through the ROI of product usersItching 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 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 customerItching 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.

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.

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.

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 customersItching 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.

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

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-CentricReconciling Future Benefits for Current CostsCustomer Surveys and Where They Go WrongRemoving Sources of Friction in the Customer ExperienceAlignment Metrics for Loyalty

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 customersIn 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 inclusivityItching 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.

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 saltItching 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.

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.