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CX Confessions | Episode 5
Guest | JENNIFER ANAYA
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.
In this episode of CX Confessions: The Customer Experience Show, hosts Staci Satterwhite, Chief Customer Officer at Khoros, and Spike Jones, General Manager, Strategic Services at Khoros, sit down with Jennifer Anaya, SVP of Global Marketing at Ingram Micro. Jennifer shares why she believes great CX begins with great employee experience (EX), how leaders can encourage their teams to stay motivated, and why taking a holistic approach to CX is so important to a growth strategy.
Join us as we discuss:
Key element of great employee experience (EX)
Strategies for igniting passion among teams and educating employees
How the role of the CMO has evolved in recent years
Why everyone on the team should consider themselves a “Chief Value Officer”
Using agile processes to progress towards a greater overall vision
Jennifer is responsible for the leadership, strategy and direction of Ingram Micro’s brand, and Technology Solutions’ marketing across the globe, building a global Agency Ingram Micro (AIM) business for channel marketing, and leading the international Trust X Alliance community.
With more than 18 years with Ingram Micro and two decades of channel experience, Jennifer has proven to be an innovative channel leader and change agent. In 2006, she established the IT Channel’s first dedicated full-service marketing agency, transforming Ingram Micro’s marketing services and organization which rebranded more than 50 partners and aligned vendor brands to channel needs. She led the transformation of the IT Channel’s longest formed partner community into a modern, high-growth cohort of trusted experts who now span six countries. Most recently, she developed Ingram Micro’s global Modern Marketing Hub for global channel data-focused, digital, social and content marketing services. Ingram Micro ONE and Imagine Next platforms allowed partners to learn, connect and create ways to run their businesses better and grow their technology practices faster.
She resides with her husband and two daughters in North Tustin, Calif., and serves on the Executive Committee and Board of Directors of the non-profit, Girls Inc. of Orange County.
Everybody can replicate tools, software systems—everybody can have all that. You can't replicate people. People are really the differentiator, and that spirit, that mindset that your team has can really make all the difference.
— Jennifer Anaya
It really is about a growth mindset. 85% of companies doing digital transformation fail because they focus too much on the digital and on the technology or on the process, and they don't at all adopt a different mindset.
— Jennifer Anaya
Even back-office organizations touch the customer and often they don't know that they do. Your accounts receivable person is as much of a salesperson in your organization as your frontline salesperson. So thinking about that holistically and understanding how everyone in the company plays a role is really important.
— Jennifer Anaya