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CX Confessions podcast

Where voices from the C-suite share their secrets for creating sensational customer experiences and digital engagement leaders tell all.

The definitive podcast for digital CX leaders

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

    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.

  • Episode 2 Alex Schmelkin, CMO and CRO of Unqork

    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.

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

    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.

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

    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.

  • Episode 19 Susan Vitale, Chief Marketing Officer at iCIMS

    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.

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

    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.

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

    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.

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

    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.

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

    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.

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

    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.

  • Episode 13 Jessica Jensen, Chief Marketing Officer at Indeed

    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).

  • Episode 12 Lynne Capozzi, Chief Customer Officer at Acquia

    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.

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

    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.

  • Episode 10 Vidya Peters, CMO at Marqeta

    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.

  • Episode 9 Susan Ganeshan, CMO at Clearwater Analytics

    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.

  • Episode 8 Jonathan Becher, President of the San Jose Sharks

    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.

  • Episode 7 Suzanne Fanning, Chief Market Officer at Wisconsin Cheese

    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.

  • Episode 6 Latané Conant, Chief Market Officer at 6sense

    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.

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

    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.

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

    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.

  • Episode 3 Don Peppers, Founding Partner at CX Speakers

    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.

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

    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.

  • Episode 1 Patrick Herning, Founder & CEO – 11 Honoré

    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.

  • 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.

Hosted by

Staci Satterwhite

Staci Satterwhite

Chief Customer Officer

Staci comes to Khoros with more than 25 years of technology experience, including roles in programming, consulting, sales, and customer success. Staci has broad leadership experience in customer-facing leadership roles in services and sales at companies including Microsoft, Vignette, HEALTHCAREfirst, and Dell. Her experience spans both small and large companies and includes completing two Initial Public Offerings and one private equity exit.

Spike Jones

Strategic Services, General Manager

A results-proven communications professional specializing in digital and social media marketing. With 25 years of experience, Spike's background includes contributing strategic development — from insight to creative execution — of award-winning, best-in-class integrated digital and word-of-mouth programs for companies.

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Have a topic idea or feedback for our podcast? Email us at cxconfessions@khoros.com