Customer engagement platform
Digital-first, omnichannel platform built for enterprises
Khoros Engage London: the event for digital leaders. 9th June 2022.
Register here.
Digital-first, omnichannel platform built for enterprises
Agent efficiency, automation, and operational insights
Self-service support, education, and collaboration
Content management, publishing, and governance
A unified, actionable view for world-class CX
Create a space for customers to get answers, connect with peers, and share new ideas
Connect with customers on SMS, Messenger, WhatsApp, & more
Chat with customers in real-time or anytime on your website
Start the conversation with automation, increase agent efficiency, triage, & more
Protect your brand & drive loyalty across social media and review site
Orchestrate social campaigns that drive business results
Understand social trends from customers, the market, and competitors
Find, curate, and share the best social media content
Deflect inquiries to messaging channels and self-service communities
Automate conversations with our intuitive drag-and-drop platform
Supercharge agents with AI tools & intuitive workflows
Optimize customer experiences by really listening across all your channels
Build brand awareness with a user-generated knowledge hub
Drive higher conversion rates and more revenue
Secure solutions to keep customer information safe
Cutting-edge tech to innovate and inform your customers
Deep insights to keep a pulse on customer demands
Real-time capabilities to stay connected with consumers
An integrated platform to nurture the customer journey
Our in-house experts in social media and community management for Khoros customers
More than onboarding and implementation, this is where our partnership begins
Data integrations for better customer experience
Increase satisfaction and improve product adoption with complimentary training.
CX Confessions, the definitive podcast for digital CX leaders
Guides, tipsheets, ebooks, on-demand webinars, & more
Integrations to connect with your customers, wherever they are
Technical overviews and links to developer documentation
Join us for live webinars and other events, like Khoros Engage
Insights, tips, news, and more from our team to yours
Case studies with successful customers to see how they did it
Connect with 70K+ customer engagement professionals
A customer experience podcast with Khoros Customers
Check out our social content and follow us on every major platform
20+ years experience, built from Spredfast and Lithium
Meet the team that leads the team
Press releases and other announcements
We’re hiring — come build the future of customer experience
Need anything? We’re here for you
Our commitment to do more and do better
Digital-first, omnichannel platform built for enterprises
Agent efficiency, automation, and operational insights
Self-service support, education, and collaboration
Content management, publishing, and governance
A unified, actionable view for world-class CX
Create a space for customers to get answers, connect with peers, and share new ideas
Connect with customers on SMS, Messenger, WhatsApp, & more
Chat with customers in real-time or anytime on your website
Start the conversation with automation, increase agent efficiency, triage, & more
Protect your brand & drive loyalty across social media and review site
Orchestrate social campaigns that drive business results
Understand social trends from customers, the market, and competitors
Find, curate, and share the best social media content
Deflect inquiries to messaging channels and self-service communities
Automate conversations with our intuitive drag-and-drop platform
Supercharge agents with AI tools & intuitive workflows
Optimize customer experiences by really listening across all your channels
Build brand awareness with a user-generated knowledge hub
Drive higher conversion rates and more revenue
Secure solutions to keep customer information safe
Cutting-edge tech to innovate and inform your customers
Deep insights to keep a pulse on customer demands
Real-time capabilities to stay connected with consumers
An integrated platform to nurture the customer journey
Our in-house experts in social media and community management for Khoros customers
More than onboarding and implementation, this is where our partnership begins
Data integrations for better customer experience
Increase satisfaction and improve product adoption with complimentary training.
CX Confessions, the definitive podcast for digital CX leaders
Guides, tipsheets, ebooks, on-demand webinars, & more
Integrations to connect with your customers, wherever they are
Technical overviews and links to developer documentation
Join us for live webinars and other events, like Khoros Engage
Insights, tips, news, and more from our team to yours
Case studies with successful customers to see how they did it
Connect with 70K+ customer engagement professionals
A customer experience podcast with Khoros Customers
Check out our social content and follow us on every major platform
20+ years experience, built from Spredfast and Lithium
Meet the team that leads the team
Press releases and other announcements
We’re hiring — come build the future of customer experience
Need anything? We’re here for you
Our commitment to do more and do better
#1 best-selling author and keynote speaker Erik Qualman has performed in more than 50 countries and reached 30 million people this decade. His Socialnomics work has been on 60 Minutes and the Wall Street Journal and used by the National Guard and NASA. His book Digital Leader propelled him to be voted the 2nd-Most Likeable Author in the World behind Harry Potter's J.K. Rowling.
Erik’s deep understanding of how to foster human connection both online and offline makes him not only relatable, but also inspiring. We feel lucky to have had him grace our stage at Khoros Engage Sept. 9 - 11, 2019. He’s shared five key tips to help you stay ahead in the digital landscape.
Grace: In your book, you talk about five habits of digital leadership. What are a few teasers you could give us around these, and why are they important?
Erik: Digital leaders are made, not born. Most folks will land somewhere in the middle. As a leader, you want to be a year ahead of your competition, but not ahead of the market. There have been many great ideas and innovations that simply came before the buyers were ready, i.e. early-on direct to consumer delivery services. Being a leader means knowing how to balance not only your personal and work life, but also when and how to innovate.
Being a leader means you are a year ahead of your competition, but not ahead of the market.
The five daily habits I discuss in my book are not “Eureka!” moments, but they do lead to innovation. The best way to predict the future is to design and innovate which comes through process and habits. We wanted to figure out how many habits a person needed to see results, and five seemed like the most effective number, based on the research.
It’s not about adding things to become a digital leader. It’s about simplification and removing items from your to-do list. The hope is that folks who read my book about digital leadership will take away practices that will help simplify their crazy digital lives and get back to core principals.
Becoming a digital leader is not about adding more things to your to-do list — it's about simplifying.
Grace: What do you think are the biggest mistakes brands are making around digital customer engagement?
Erik: The biggest opportunity for companies boils down to thinking about how you treat the relationship with your audience — you must be sure they will have a cohesive, positive experience no matter which internal department they interact with. Think about your customer as an extended ambassador of the company. Do you treat and interact with them as if it’s just a transaction, or do you treat them as a partner? You have to think less “selfie” and more “unselfie.”
Grace: You stress the importance of what we give to the world and asking ourselves if we’re leaving it in a better place than it was before. Why should folks who are striving to be digital leaders care about, and strive, for this?
Erik: It will make you better at your job, no matter your role. And no matter what you’re selling, it sounds cliché, but you are producing smiles. If you aren’t, you won’t be in business very long. Relationships and how you treat people are at the core of all successful leaders.
Strong relationship skills are at the core of successful leadership.
Grace: In a recent podcast interview you did with Mike Walsh, the CEO of Tomorrow, you asked him what the future of technology holds. Walsh said the biggest change we’ll see will be around customer service.
Walsh says all industries—including retail, finance, and transportation—will be driven by AI and algorithms with a sole purpose to study the consumer continuously and to look for ways to delight them. He gave the example that bank loans will be organized for you, even before you’ve started looking for a house.
The whole world will start to orchestrate promotions and offers all for you individually, without you asking. The future will be service-driven. That is something key to most of our audience. But the world is also tackling the issue of privacy.
Erik: The best way to prepare yourself is to be aware of what you and your friends are using to make your life better and then find a parallel within your business model.
If you are in a B2B company, you should take notice of whether something is helpful on a personal level, and then see if you can make a link to how it could also be helpful on business level. Pay attention to your behavior. Instead of zoning out at the airport, watch what people are doing and their behavior on their phones.
As for respecting your audience’s boundaries, ask yourself: “Am I providing value?” Send things and post as many times as it’s valuable! Also, I recommend a three-second rule — if you have to think about it longer than three seconds, don’t send/post it.
Use the three-second rule: ask yourself if your message will provide value to its intended audience. If it takes three seconds or more to answer yourself, avoid sending it so you don't annoy your audience.
History repeats itself: we’re in the same movie with different actors. Look back at leaders you’ve admired in the past, no matter their industry. What did they do that worked and how can you apply it to your strategy?
And if you feel like you messed up, remember… you’re “flawsome.” It’s okay to apologize, and when you do, it could turn that person into a super fan!
Grace: You inspire others to leave behind a legacy they are proud of. What is the legacy you hope to leave behind?
Erik: My whole goal is to entertain and engage. If I’m having fun and helping people, I’m doing things right. Also, my family is always first, everything else extends from there. I want to empower everyone around me to live their best life.
Want to learn more secrets to become a digital leader? Register now for Khoros Engage Digital on October 14.