• CX Confessions: The Customer Experience Show

  • By: Khoros
  • Podcast
  • 5.0 out of 5 stars (1 rating)

  • Summary

  • Your customers crave human connection — to be part of a community — and brands that forge meaningful relationships with their customers thrive. But harnessing the power of connection across multiple digital interactions is harder than ever. In this show, we get some of the sharpest minds from the CX C-Suite to share their stories and insights, so that you can learn how to empower your customers to feel fully seen, heard, and understood — to create customers for life.
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Episodes
  • When candidates become customers with Susan Vitale, CMO at iCIMS

    When candidates become customers with Susan Vitale, CMO at iCIMS
    May 25 2022

     In this episode of CX Confessions: The Customer Experience Show, hosts Katherine Calvert, CMO at Khoros, and Spike Jones, 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. She 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.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
    “One thing that I think we really have to remember, and marketers do this generally, but we have to remember that candidates are just people. They're just getting these incredible B2B or B2C experiences every day when they're shopping or when they're doing anything really. But then when it goes through their talent experience, when they're applying for jobs or what have you, they get this like 1990s experience and it's so disconnected. But 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 VitaleItching for more CX goodness? You can find this interview and many more, by subscribing to CX Confessions on Apple Podcasts, on Spotify, or here.Listening on a desktop & can’t see the links? Just search for CX Confessions in your favorite podcast player.This episode of CX Confessions was produced by Quill.
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    31 mins
  • The Truth of Human Connection: Losing Labels

    The Truth of Human Connection: Losing Labels
    Mar 29 2022

    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. To gain his insight, we spoke with Rob Morris, CEO and co-founder of Love146, about the powerful origin of his company, how technology affects his work towards ending child trafficking, and how he practices defiant hope. Join us as we discuss:

    • The Love146 origin story 
    • Pros and cons of technology 
    • The power of defiant hope 
    Itching for more CX goodness? You can find this interview and many more, by subscribing to CX Confessions on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for CX Confessions in your favorite podcast player.
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    38 mins
  • Don’t Treat Your Customers Like Tickets

    Don’t Treat Your Customers Like Tickets
    Mar 22 2022

    We’ve all used Zoom at least once in the last two years—it’s even reached meme status.  To get an inside scoop and his expert insight, we spoke with Jeff Harling, Head of Global Self-Service at Zoom, about the evolution of CX, the one thing he wished he had focused on sooner in his career, and much more. Join us as we discuss:

    • How Zoom has evolved over time
    • How CX has changed and how it hasn’t
    • The controversy of offering self-service (is it really that disliked?)
    • Tracking data around customer experience 
    Itching for more CX goodness? You can find this interview and many more, by subscribing to CX Confessions on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for CX Confessions in your favorite podcast player.
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    33 mins
Marketing Economics
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