The definitive podcast for digital CX leaders

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  Episode 10 Prachi Gore, VP of Marketing, Checkr

  Why consistency is critical in CX

  How do you tie your customer experience back to your business outcomes? Join us this week as Prachi Gore, VP of Marketing at Checkr, explains how creating value for customers through authentic communication ties directly into effective CX and ultimately business growth.

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  Episode 9 Blake Adams, Senior Vice President of Marketing, Florence Healthcare

  Strengthening connectivity in the healthcare space

  What is “interoperability?” Why is it important for the customer experience in the healthcare industry? Blake Adams, Senior Vice President of Marketing at Florence Healthcare, shares his insights on how greater accessibly and inclusivity drives a better customer experience for both the healthcare industry and patients alike.

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  Episode 8 Atri Chatterjee, CMO, ForgeRock

  Why identity is a key element of the CX journey

  How does digital identity fit into a brand’s customer experience journey? It’s more than just privacy and security, it’s fundamental to knowing who you’re doing business with and their preference. Atri Chatterjee takes us on a deep dive into this question and more.

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  Episode 7 Michelle Huff, CMO, UserTesting

  Uncovering customers insights, straight from the source

  As Peter Drucker said, “The purpose of the business is to create and keep a customer.” Michelle Huff unpacks the importance of really understanding your customers—not just the end users who might use your applications, but also the buyers and their process.

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  Episode 6 Michael Katz Co-Founder and CEO, mParticle

  Mindful data collection in the age of data chaos

  Are data literacy and data design just as important as the data itself? How do you stop collecting data for data’s sake? Michael Katz teaches us about data chaos and how bringing mindfulness to data collection and analytics saves organizations from “the messy middle.”

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  Episode 5 Jennifer Anaya, SVP of Global Marketing, Ingram Micro

  Why everyone should be a “Chief Value Officer”

  What makes employees the strongest advocates for brands? How does that translate into a brand’s ROI? This week, we talked with Jennifer Anaya, SVP of Global Marketing at Ingram Micro about how supporting employees, supports a growth mindset and creates great customer experiences.

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  Episode 4 Julie Knight-Ludvigson, CMO at Unit 4

  How CMOs and CXOs can work together to optimize outcomes

  How do you put the sizzle on your CX steak (or tofu)? Julie Knight-Ludvigson, CMO at Unit 4, shares her secret sauce to creating more personalized customer experiences that increase your bottom line, including the power of your tech stacks and cross-functional collaboration.

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  Episode 3 Richard George, Global Head of Integrated Marketing at London Stock Exchange Group (LSEG)

  Why data relevance is the key to customer experience

  Data is key to improve what your brand is doing, but how do you know what data you need? How do you harness it to make next-level experiences for customers? Our next guest discusses how his experiences in B2B and B2C have changed his outlook on customer insight—and what it means to deliver value and create lasting customer loyalty.

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  Episode 2 Alex Schmelkin, CMO and CRO of Unqork

  Hyper-personalizing the buying & sales experience for success

  Why is personalization such an important aspect of the customer experience? We invited Alex Schmelkin, CMO and CRO of Unqork, to share his perspective on this topic and more, including how the buying experience of software is shifting.

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  Episode 1 Kirsten Newbold-Knipp, Chief Marketing Officer at Fullstory

  The Secret to Building Trust with Consumers

  In our season two premiere we welcome, Kirsten Newbold-Knipp, CMO of Fullstory, to share how to make the most of customer data along with the power of privacy and transparency in data collection. She also explains the concept of an internal “love score” and how it helps marketing teams provide more value for customers overall.

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  Episode 20 Cristy Garcia, Chief Marketing Officer at Impact.com

  The Future of Partnership Marketing

  What is the importance of finding the right partners? Why should leaders be viewing partners as an extension of the company, rather than a transactional relationship? Cristy Garcia, CMO at Impact.com, dives deep into all things partnership marketing in this episode of CX Confessions.

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  Episode 19 Susan Vitale, Chief Marketing Officer at iCIMS

  When Candidates Become Customers

  Our next CX Confessions guest 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.

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  Episode 18 Rob Morris, CEO and co-founder of Love146

  The Truth of Human Connection: Losing Labels

  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.

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  Episode 17 Jeff Harling, Head of Global Self-Service at Zoom

  Don't Treat Your Customers Like Tickets

  We’ve all used Zoom at least once in the last two years—it’s even reached meme status. To get an inside scoop into the story of Zoom and his expert insight into the evolution of customer experience, we sat down with the Head of Global Self-Service at Zoom, Jeff Harling.

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  Episode 16 Vasco Pedro, Co-Founder & CEO at Unbabel

  The Power of Language

  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. This is what we discuss with Vasco Pedro, Co-founder and CEO at Unbabel.

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  Episode 15 Melissa Perrin, Executive Vice President, Chief Culture & Communications Officer at First United Bank

  How Communities & Culture Influence CX

  You’re growing — more employees, more locations, but the same community. How do you stay true to your culture during a time of growth? We answer this question with our next guest, Melissa Perrin, Chief Culture & Communications Officer, Executive Vice President at First United Bank.

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  Episode 14 Linda Goldstein, Executive VP, Customer Experience & Marketing at CSAA Insurance Group

  Keeping Customers in the Discussion

  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 insurance companies have a sizable impact on what that experience will look like for all involved. This is what we discuss with Linda Goldstein, Chief Marketing Officer at CSAA Insurance Group.

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  Episode 13 Jessica Jensen, Chief Marketing Officer at Indeed

  All Marketing Is B2P (Business to People)

  Should we make the distinction between B2B and B2C marketing? Today’s guest says no, because all marketing is B2P (business to people).

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  Episode 12 Lynne Capozzi, Chief Customer Officer at Acquia

  CMO Evolution: From Marketing Officer to Voice of the Market

  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. This is what we dive into with Lynne Capozzi, Chief Marketing Officer of Acquia.

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  Episode 11 Ken Ewell, Chief Customer Officer of Momentive.ai

  Reversible CX: Delightful on the inside & outside

  There are two sides to the CX coin: customers and employees. Looking after the people who look after your customers isn’t a new concept, but it isn’t actively pursued enough. There’s a lot of white space to explore, as our next guest mentions in this episode.

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  Episode 10 Vidya Peters, CMO at Marqeta

  Community is more than marketing, it’s about connection

  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.

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  Episode 9 Susan Ganeshan, CMO at Clearwater Analytics

  No-nonsense tips for listening to your customers

  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.

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  Episode 8 Jonathan Becher, President of the San Jose Sharks

  From tattoos to teal: How to deliver inclusive experiences

  Many brands would love to have a fanbase dedicated enough to tattoo the company logo on them. But what you knew 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.

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  Episode 7 Suzanne Fanning, Chief Market Officer at Wisconsin Cheese

  Cheeselandia: A micro influencer love story

  We spoke with marketing pioneer Suzanne Fanning, CMO for Wisconsin Cheese, 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.

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  Episode 6 Latané Conant, Chief Market Officer at 6sense

  Connecting and Creating Community for Amazing CX

  If you’re a CMO, you’re probably immersed in cold calls, spam, and forms. Unless you’re Latané Conant. In this episode, we dive into how Latané, as the CMO of 6sense, makes this a reality in her organization.

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  Episode 5 Sangeeta Mudnal, VP of Customer Experience at Crown Castle

  CX that thrills: How Crown Castle reinvented B2B CX

  In an increasingly connected world, customer experience has become a make or break asset to any company. B2B brands are now being faced with the choice to adapt or age-out.

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  Episode 4 Lisa McKnight, SVP & Global Head of Barbie & Dolls Portfolio at Mattel

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

  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.

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  Episode 3 Don Peppers, Founding Partner at CX Speakers

  The Godfather of CX: A Look at Metrics & Loyalty

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

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  Episode 2 Erin Lowenburg, SVP Merchandising & Product – Rothy’s

  How CX Feeds The Growth Of Passion Brands

  How do you talk about your customers when they’re not around? Well, if you want to deliver phenomenal experiences, act like they’re in the room.

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  Episode 1 Patrick Herning, Founder & CEO – 11 Honoré

  The Leading Lady: Phenomenal CX Through Personification

  How do you talk about your customers when they’re not around? Well, if you want to deliver phenomenal experiences, act like they’re in the room.

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  Trailer Katherine Calvert, Chief Marketing Officer & Spike Jones, GM, Strategic Services – Khoros

  Introducing CX Confessions: A Podcast for All Things CX

  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.

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