CX Confessions: The Customer Experience Show-logo

CX Confessions: The Customer Experience Show

Business & Economics Podcasts

Your customers crave human connection — to be part of a community — and brands that forge meaningful relationships with their customers thrive. But harnessing the power of connection across multiple digital interactions is harder than ever. In this show, we get some of the sharpest minds from the CX C-Suite to share their stories and insights, so that you can learn how to empower your customers to feel fully seen, heard, and understood — to create customers for life.

Your customers crave human connection — to be part of a community — and brands that forge meaningful relationships with their customers thrive. But harnessing the power of connection across multiple digital interactions is harder than ever. In this show, we get some of the sharpest minds from the CX C-Suite to share their stories and insights, so that you can learn how to empower your customers to feel fully seen, heard, and understood — to create customers for life.

Location:

United States

Description:

Your customers crave human connection — to be part of a community — and brands that forge meaningful relationships with their customers thrive. But harnessing the power of connection across multiple digital interactions is harder than ever. In this show, we get some of the sharpest minds from the CX C-Suite to share their stories and insights, so that you can learn how to empower your customers to feel fully seen, heard, and understood — to create customers for life.

Language:

English


Episodes

The future of partnership marketing with Cristy Ebert Garcia, CMO of Impact.com

6/8/2022
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...

Duration:00:27:05

When candidates become customers with Susan Vitale, CMO at iCIMS

5/25/2022
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...

Duration:00:31:03

The Truth of Human Connection: Losing Labels

3/29/2022
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...

Duration:00:37:48

Don’t Treat Your Customers Like Tickets

3/22/2022
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...

Duration:00:32:59

The Power of Language

3/17/2022
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...

Duration:00:34:11

How Culture Influences Great CX

2/22/2022
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...

Duration:00:31:20

Keeping Customers in the Discussion

2/9/2022
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...

Duration:00:33:26

All Marketing Is B2P (Business to People

1/25/2022
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 &...

Duration:00:30:00

CMO Evolution: From Marketing Officer to Voice of the Market

11/2/2021
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...

Duration:00:22:10

Reversible CX: Delightful on the Inside & Outside

10/19/2021
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...

Duration:00:26:54

Community is more than marketing, it’s about connection

10/5/2021
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...

Duration:00:26:34

No-Nonsense Tips for Listening to Your Customers

9/21/2021
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: Itching for more CX goodness? You can find this interview, and many more, by subscribing to CX Confessions on...

Duration:00:34:23

From Tattoos to Teal: How to Deliver Inclusive Experiences

9/7/2021
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...

Duration:00:33:47

Cheeselandia: A Micro Influencer Love Story

8/17/2021
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...

Duration:00:31:59

Connecting and Creating Community for Amazing CX

8/3/2021
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...

Duration:00:36:07

CX That Thrills: How Crown Castle Reinvented B2B CX

7/20/2021
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...

Duration:00:32:40

Barbie’s Social Responsibility to Diversity, Sustainability, & Empowerment

7/6/2021
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...

Duration:00:24:36

The Godfather of CX: A Look at Metrics and Loyalty with Don Peppers

6/22/2021
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:

Duration:00:29:44

How CX Feeds The Growth Of Passion Brands w/ Erin Lowenberg

6/8/2021
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...

Duration:00:33:38

The Leading Lady: Phenomenal CX Through Personification

5/8/2021
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...

Duration:00:25:45