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Design Podcast Episode 9 Susan Ganeshan

CX Confessions | Episode 9


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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Here's what we talked about:

    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:

    • How to unify a team to do the right thing for customers

    • Stories of brands that deliver amazing customer experience

    • Discovering the true customer journey by listening to customers

    • Getting value through the ROI of product users

Design Podcast Episode 9 Susan Ganeshan

Meet Susan, 

CMO at Clearwater Analytics

As a 30-year software industry veteran, Susan Ganeshan brings vast knowledge and a proven playbook spanning marketing strategy, brand building, demand generation, and metrics-based decisions. Susan’s experience traverses small to mid-size companies during their high growth stage and SaaS enterprises as they expand globally in roles such as marketing, product management, professional services, training, and engineering with organizations like Granicus, Clarabridge, webMethods, and Deloitte Consulting.

The only way to get to the true customer journey is to actually talk to customers. The answer to your question is not in these four walls, it's outside.

— Susan Ganeshan

What makes a big difference to you and what keeps you a loyalist is when you hear that that vendor is listening.

— Susan Ganeshan

First, you have to understand people. The only way you can make a difference is by listening to people, understanding their problems, and trying to solve them.

— Susan Ganeshan

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  • Episode Transcript

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