Design Podcast Episode 19 Susan Vitale

CX Confessions | Episode 19


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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Here's what we talked about:

    In this episode of CX Confessions: The Customer Experience Show, hosts Katherine Calvert, CMO at Khoros, and Spike Jones, SVP and 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.

    Join us as we discuss:

    • The customer experience from the perspective of candidates

    • The importance of viewing employees as customers

    • The evolution of who iCIMS is marketing to primarily

    • The value of considering your brand’s reputation

Design Podcast Episode 19 Susan Vitale

Meet Susan, 

Chief Marketing Officer at iCIMS

As chief marketing officer, Susan Vitale is responsible for the iCIMS brand and for driving company growth. Vitale joined iCIMS in 2005, rising up through the ranks to the C-suite and helping build iCIMS into the world’s leading talent cloud company that empowers organizations to attract, engage, hire and advance the right talent.

Actively involved in the HR technology community, Vitale regularly speaks on talent best practices and technology trends. She built her career at iCIMS and is a member of several mentorship groups that provide career advice to young professionals, as well as communities of women leaders. Vitale is deeply committed to helping her team achieve career aspirations, creating opportunities for employees’ career development and growth in support of their professional goals as well as the company’s business goals.

Vitale has twice been recognized as a Stevie Award winner for Women in Business, was included on the Marketing Hall of Femme and is one NJBIZ’s Best 50 Women in Business. She holds a bachelor’s degree from Lehigh University.

Vitale has been featured in CNBC, Fast Co., Forbes, NBC News, NPR, USA Today & The Wall Street Journal.

...the reality is this talent cycle is so much like a buying cycle. There's awareness, there's consideration and the like, and we really see this as the pipeline that matters most.

— Susan Vitale

I think very similar to B2B, one of the things that's changed for me over the years, and hopefully the industries, is that we have to look at our existing customers or our existing talent as just as important, if not more so than the new logos or new prospects or the new external candidate you can bring into the organization. There's so much cultural importance there and institutional knowledge that you certainly wouldn't want to lose.

— Susan Vitale

I think a lot of what the companies have already invested in and put time and energy toward can just be pointed inward. It is not starting from scratch. There's a lot of foundation to build upon there. And the other idea is really just taking some of these consumer experiences and pointing them at employees.

— Susan Vitale

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