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 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.

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 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.

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 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.

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 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.

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 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.

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 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.

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: 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 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: 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 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: 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 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: 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: 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: 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: 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: 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: 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: 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: 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: Check 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.