With a background in user experience and conversational AI, Gijs just might have a pretty good idea of where technology and automation are heading.

Here’s a sneak peek into the episode

• The beginnings of Flow.AI and the Khoros automation framework
• Supporting agents with automation by listening to their painpoints
• The velocity of conversational AI technology in different industries
• Using AI to help customers better utilize social channels to get what they want
• Guiding bots to be partners on our journey to create 

Check out these Khoros resources for more information

• Take a tour of our Accelerated Community Management solution
• The High Cost of Low Agent Retention + NEW AUDIBLE VERSION
• Lensa AI photo editor faces backlash 

To hear more interviews like this one, subscribe to Titans of Customer Engagement on your favorite podcast platform.

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After a successful community relaunch, Matthew’s recent work focuses on marrying community function and experience through a series of projects to streamline customer enablement.

Here’s a sneak peek into the episode

• Balancing workloads to keep the lights on with the need for improvements in community.
• Using feedback to understand what customers are searching for on your community.
• Making progress on long-term projects while making incremental improvements.
• Key takeaways for organizations that may be considering revamping or relaunching their community.  

Connect with the brightest leaders and practitioners of Digital Customer Engagement by joining Atlas today!

To hear more interviews like this one, subscribe to Titans of Customer Engagement on your favorite podcast platform.

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Hear firsthand how to position your community to benefit both your customers and your colleagues.

Here’s a sneak peek into the episode

• Ways to build your broad-based coalition with executive backing.
• Staying aligned on goals and KPIs with a steering committee
• The importance of getting into the habit of reporting out how you’re meeting your goals.
• The value of slowing down to move faster down the road.
• Coaching CSMs to be more involved, reducing mindless Q&A.   

To hear more interviews like this one, subscribe to Titans of Customer Engagement on your favorite podcast platform to hear more interviews like this one.

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It’s clear that travel brands need to expand their reach into new channels and customer engagement methods, but what might be the best path to accomplish this? Thankfully, Khoros’ customer Airbnb has provided a perfect game plan. Check out the full blog on Atlas.

Subscribe to Titans of Customer Engagement on your favorite podcast platform to hear more about how Khoros can help you deliver world-class digital customer engagement.

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Today’s episode focuses on servicing customers in the face of crisis. In an age when everyone can be a video journalist or digital columnist, a brand’s simple mistake can end up costing hundreds of thousands, if not millions of dollars. Check out the full blog on Atlas.

Subscribe to Titans of Customer Engagement on your favorite podcast platform to hear more about how Khoros can help you deliver world-class digital customer engagement.

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“Crawling out of primal community mud” comes Khoros’s Business Value Consultant and community enthusiast, Jake Roadhouse. Hear first-hand experience of building a sense of solidarity and fellowship from two of the brightest here at Khoros with your host Jon Wishart in navigating the conversation. 

Here’s a sneak peek into the episode

• What are most organizations still missing out on
• High level approaches to measurement of ROI
• A deep dive into brand participation in community
• Zooming out to retention and revenue measurement   

Be sure to check out Jake Roadhouse's Atlas Blogs:

• The Health and Wealth of your Online Community - Part 1
• The Health and Wealth of your Online Community - Part 2
• Atlas Series: Secure Executive Support for your Community

To hear more interviews like this one, subscribe to Titans of Customer Engagement on your favorite podcast platform to hear more interviews like this one.

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In today’s episode, we will compare the publishing workflows of two teams. When anyone goes to publish a post on any form of social media, there are numerous things to consider. Publishing already has enough challenges; switching from native to in-app doesn't have to be one of them. Check out the full blog on Atlas.

Subscribe to Titans of Customer Engagement on your favorite podcast platform to hear more about how Khoros can help you deliver world-class digital customer engagement.

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Today’s episode focuses on the high cost of low agent retention. Losing and hiring frontline customer care agents can cost more than a few lost customers. Can you afford to lose more? Check out the full blog on Atlas.

Subscribe to Titans of Customer Engagement on your favorite podcast platform to hear more about how Khoros can help you deliver world-class digital customer engagement.

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Change is inevitable, but the way you approach and plan for it can make or break your success. Join us as we dive into the details of how to effectively prepare for change management, no matter where the change is.

Here’s a sneak peek into the episode

• What is Change Management? Why is it specialized, and why is it critical to businesses?
• Some examples of Change Management in daily life.
• How change management can ultimately determine success.
• Advice for the leader,  practitioner, and the experiencer of change. 

To hear more interviews like this one, subscribe to Titans of Customer Engagement on your favorite podcast platform to hear more interviews like this one.

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Today’s episode is all about the need to implement guerrilla marketing tactics on TikTok. Whether or not your brand is planning to or already utilizing TikTok. Don't make ads for TikTok; make outstanding content. Check out the full blog on Atlas.

Subscribe to Titans of Customer Engagement on your favorite podcast platform to hear more about how Khoros can help you deliver world-class digital customer engagement.

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We are very excited to be joined by Khoros Senior Strategist, Brittany Harris. And if there is one thing we learned today, it’s that TikTok is NOT just for Gen Z, it is for everyone!

Brands can benefit from being on TikTok but must remember that it is not like other channels. It requires a new way of thinking and listening to understand what kind of content to post. While it's easy to fall victim to misunderstanding youth culture, TikTok has the data to back up its popularity with all ages.

Here’s a sneak peek into the discussion

• TikTok is an experimental platform and requires a new method for reading metrics.
• Brands that are on TikTok should also be present as individuals on TikTok to see what’s resonating and what works.
• TikTok is not a polished platform - brands and individuals should get on there and be authentic and vulnerable.
• Brands should get on TikTok and try things! It’s a fun space.

To hear more interviews like this one, subscribe to Titans of Customer Engagement on your favorite podcast platform to hear more interviews like this one.

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We are very excited to be joined by our own living legend, Allison Fasching, Khoros Customer Solutions Director

Allison has a really unique perspective on customer engagement. She was in charge of constructing and maintaining one of the largest telcos on the planet. And for the past few years has been advising Khoros customers on how they can think about their customer engagement. 

We thought it would be really interesting to get her perspective on the most important lessons that she has learned. This episode is hosted by Khoros Business Value Director, Jon Wishart. And Trust me, You don’t want to miss a second of this one. Sit back and enjoy.

Here’s a sneak peek into the discussion

• The components of a successful strategy: Customer Journey, Technology, KPIs, ROI, and Change Management
• Benefits of having a company wide change management plan
• Being aware of the channels your customers are using
• Empowring Agents with community insight when responding to customer questions 

To hear more interviews like this one, subscribe to Titans of Customer Engagement on your favorite podcast platform to hear more interviews like this one. 

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We are very excited to be joined by the Head of Partner & Customer Engagement for Lyft Bikes, Scooters & Transit, Chris Vetrano (@cvetrano).

This Khoros Titan found his passion for engagement after being inspired by the Pop Music Industry and running his own American Idol Fantasy league. Now, leading the smallest team with the biggest impact, Chris is looking to give back to the customers that helped Lyft become a leader in ride-sharing.

Hosted by Khoros Oracle and Business Value Consultant Jake Roadhouse, so you know it’s going to be quite the conversation. So sit back and enjoy the show.

Here’s a sneak peek into the discussion

• Finding passion for engagement in unexpected places
• What goes into actually 'caring' about Customer Experience
• Why Community makes perfect sense to 'operationally' help a business
• How has Lyft evolved to accommodate Social in their business
• Lyft's innovative 'Bike Angels' program, and more!  

To hear more interviews like this one, subscribe to Titans of Customer Engagement on your favorite podcast platform to hear more interviews like this one.

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With over 20 years of experience, including running gamer forums before he even got to highschool, Stan knows patience is key when nurturing a community. Pull up your notepad and walk away with a few lessons!

Here's a sneak peek of the discussion:

• Combining community and marketing data for a more accurate CX journey
• Keeping things simple to foster functionality and growth.
• Engaging community members as key stakeholders in major changes to the community.
• The importance of accessible, successful onboarding.  

To hear more interviews like this one, subscribe to Titans of Customer Engagement on your favorite podcast platform to hear more interviews like this one.

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Claudius has been noticing more awareness around how closely related the learning experience, and the community experiences are. Businesses are realizing that the Community Manager establishes communication between many company departments to the customer/audience, making it an essential component of user advocacy.

Join us as we discuss:

• The growing availability of education in communities.
• How brands could better intertwine the online build-up and aftermath with the in-person event itself
• The importance of organizations showing respect for the audience and their preferred channel
• Transparency of metrics and data across your organization and departments​​

To hear more interviews like this one, subscribe to Titans of Customer Engagement on your favorite podcast platform to hear more interviews like this one.

Jeff Shurtliff, Business Applications Manager & Developer at RSA, joins the podcast to share his experience in launching new digital programs, and how to support and inform customers by involving them in development and testing.

Here's a sneak peek:

• Community integrations with both JIRA and SFDC to help bring the power of community to key internal teams whose participation and contributions are critical to overall community performance.
• The importance of User Acceptance Training, particularly in a large deployment
• The importance of internal and external communications when making changes to the community
• Utilizing easy to access data to help plan knowledge content for the community

Subscribe to Titans of Customer Engagement on your favorite podcast platform to hear more interviews like this one.

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In this episode, we speak with Mary Taylor, Community Manager at Intel, about enabling and rewarding open dialogue for deeper customer engagement and return on investment.

Here's a sneak peek:

• Using Community as a Marketing and Customer Service platform
• ROI Analysis that Intel has done - Conservative annual estimate saving $38m
• Rewarding your superusers with what resonates with them, sometimes swag, sometimes just recognition.

​​To hear more interviews like this one, subscribe to Titans of Customer Engagement on your favorite podcast platform.

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We thought it would be a good idea to take a look back at what we have learned from you all so far and what is coming up. Our hosts got together to review some of their favorite episodes from the podcast's first season; plus, we’re welcoming new hosts!

Join us as we discuss our favorite takeaways from season one guests, including:

• Brands using their voice in responsible, meaningful ways
• Simple changes to help brands recognize their hidden audiences
• Leveraging data and tech to accomplish engagement goals 

Subscribe to Titans of Customer Engagement on your favorite podcast platform to hear more interviews like this one.

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In this episode, we speak with Alexis Brown, Senior Manager of Global Community at Zoom, about what makes measuring community success more than just a science.

Join us as we discuss:

• Building the Zoom community in under five months
• Giving your community a proper team to share the workload
• Key takeaways from navigating a community’s hyper-growth phase
• Blending a variety of metrics to define success accurately  

To hear more interviews like this one, subscribe to Titans of Customer Engagement on Audible, Spotify, or your preferred podcast platform.

Listening on a desktop & can’t see the links? Just search for Titans of Customer Engagement in your favorite podcast player.

In this episode, we speak with Louise Branscomb, Senior Community Manager at Strava, about a positive rebrand for our online audiences who are in a thinking stage instead of a more obviously active one.

Join us as we discuss:

• How we think about people who aren’t ready to participate yet
• The importance of supporting learners and listeners
• Creating a comfortable online environment for all types of audiences
• Unmeasured benefits of community professionals

Check out these resources we mentioned during the podcast:

• How I Learned to Stop Worrying and Love the Lurker -Rachel Silvano
• Feverbee
• In before the Lock Episode 48
  • Talks about embracing lurkers as part of the conversion process

To hear more interviews like this one, subscribe to Titans of Customer Engagement on Audible, Spotify, or your preferred podcast platform.

Listening on a desktop & can’t see the links? Just search for Titans of Customer Engagement in your favorite podcast player.

If a work community doesn’t have ease of access with their current platform, they’ll migrate to another.

Becky Scott, Senior Manager of Technical Community at Jumpcloud, is here to build a community for IT professionals with the right series of tools to keep everyone on-board.

Becky joins us for this episode to discuss:

• The importance of community to businesses
• Becky’s reason for starting a community
• How we spend our digital attention & convincing people to use different channels
• Overcoming resistance & expectations when building a community
• Actionable advice for the audience

To hear more interviews like this one, subscribe to Titans of Customer Engagement on Audible, Spotify, or your preferred podcast platform.

Listening on a desktop & can’t see the links? Just search for Titans of Customer Engagement in your favorite podcast player.

Auburn Berry, Director of Social Media, PR, Brand Activation & Guest Relations at European Wax Center, works hard with her team to intensify how useful bots can really be, both internally and externally.

Auburn joins us for this episode to discuss:

• Her journey of exploration toward the elusive utopian CX and beyond
• Extending authentic in-center experiences into digital communication channels
• What it’s like to put human needs at the center of technological design
• Why your agents are your heroes and how to better support them

To hear more interviews like this one, subscribe to Titans of Customer Engagement on Audible, Spotify, or your preferred podcast platform.

Listening on a desktop & can’t see the links? Just search for Titans of Customer Engagement in your favorite podcast player.

In this episode, I interview Adriana Afonso, Online Community Officer at Unit4, about how she orchestrated a recent online community redesign by listening to user feedback.

Join us as we discuss:

• Adriana’s role as moderator of the technical side of the community
• Building a community redesign around user feedback
• Different methods for reaching customers: chatbot, events, products, forums
• What people-first design really means

Check out this resource we mentioned:

• Unit4’s podcast is Inspiration4U

To hear more interviews like this one, subscribe to Titans of Customer Engagement on Audible, Spotify, or your preferred podcast platform.

Listening on a desktop & can’t see the links? Just search for Titans of Customer Engagement in your favorite podcast player.

This key principle is what makes the Adobe Experience League such a success.

In this episode, I interview Keith Buchanan, Adobe’s Experience League Community Architect, about the many key functions a well-run customer engagement community can perform.

Join us as we discuss:

• Keith’s journey to becoming a Community Architect
• The inner workings and many functions of well-run communities
• Community management when things don’t go according to plan
• What makes Adobe’s Experience League such a success

Check out these resources we mentioned during the podcast:

• Adobe’s Experience League
• Adobe Experience League Community Hub

To hear more interviews like this one, subscribe to Titans of Customer Engagement on Audible, Spotify, or your preferred podcast platform.

Listening on a desktop & can’t see the links? Just search for Titans of Customer Engagement in your favorite podcast player.

Creating a customer engagement platform that runs user groups, events, support, marketing, elearning, and a community driven by a growth mindset… that’s the real objective.

In this episode, I interview Scott K. Wilder, Head of Customer Engagement and Community at HubSpot, about evolving a community into a true customer engagement platform.

Join us as we discuss:

• Scott’s origin story and the construction of HubSpot’s customer engagement platform
• What Venn diagrams have to do with customer advocacy
• The Academy arm of the customer engagement platform
• When culture helps — and when it doesn’t
• Growth mindset, content, and group hubs

Check out these resources we mentioned during the podcast:

• Article about T-shaped marketer
• Working Backwards by Colin Briar and Bill Carr
• Hotjar or Crazy Egg

To hear more interviews like this one, subscribe to Titans of Customer Engagement on Audible, Spotify, or your preferred podcast platform.

Listening on a desktop & can’t see the links? Just search for Titans of Customer Engagement in your favorite podcast player.

Because B2B marketing actually starts and ends with people. Behind all the goals, tech, and data, helping people talk to each other is the point of building a community. 

In this episode, I interview Kelly Rigotti, Sr. Director, Digital Marketing at SAP Concur, about her experience building a digital community. 

In this episode, we discuss:

How frugality blogging helped Kelly become a marketing strategist at Microsoft

Foundations for building an online community

Why Kelly looks forward to a “digital wallow”

Making community a part of your channels ecosystem 

To hear more interviews like this one, subscribe to Titans of Customer Engagement on Audible, Spotify, or your preferred podcast platform.  

Listening on a desktop & can’t see the links? Just search for Titans of Customer Engagement in your favorite podcast player.

This level of engagement is why learning your customer’s business matters.

In this episode, I interview Nate Jaffee, Head of Strategy at Praytell, about customer relationships, customer expectations, and overturning the belief that the customer is always right.

In this episode, we discuss:

- Why he doesn’t bring his ‘best self’ to work

- How listening to customers taught him about topics in oceanography

- Setting expectations for and pushing back against customers

- Choosing to fail fast when implementing a strategic plan

To hear more interviews like this one, subscribe to Titans of Customer Engagement on Audible, Spotify, or your preferred podcast platform. 

Listening on a desktop & can’t see the links? Just search for Titans of Customer Engagement in your favorite podcast player.

In this episode, I interview Dameon Welch-Abernathy (aka “PhoneBoy”), Cyber Security Evangelist at Check Point, about launching, growing, and leading user communities.

What we talked about:

- How to handle the hard stuff in community conversations

- Leadership strategies: empathy, transparency, and leading by example

- Scaling communities relies more on people than automation

- Lessons that apply from a customer support career

Check out these resources we mentioned in the episode:

- Check Point’s user community is CheckMates

- Dameon is a podcast host at CheckMates Go

To hear more interviews like this one, subscribe to Titans of Customer Engagement on Audible, Spotify, or your preferred podcast platform.

Listening on a desktop & can’t see the links? Just search for Titans of Customer Engagement in your favorite podcast player.

Marketing expert, helmswoman of the Microsoft Tech Community (boasting over 600k members), and an engaging podcast host in her own right (check out The Uptake), Anna Chu, the Senior Product Marketing Manager at Microsoft, is a powerhouse of innovation — and also makes a mean espresso martini.

Here's a sneak peek:

- The challenging but rewarding process of creating a community to nurture future product advocates.

- Building an online commonality is a worthwhile investment.

- Thinking more holistically to leverage organic marketing.

- Organizational change requires a lot of listening on every level.

To hear more interviews like this one, subscribe to Titans of Customer Engagement on Audible Spotify, or your preferred podcast platform.

That could be why your social media strategy is failing.

When it comes to social media, you can’t afford to be lazy.

So says our latest guest, Lucas Diorio, Social Media Manager at GTB, where he is building customer engagement and experience every day.

In this episode, we discuss:

- Why it pays to tailor your social media messaging to the platform

- How to measure your social media strategy

- How to keep up in the ever-changing social media landscapeTo hear more interviews like this one, subscribe to Titans of Customer Engagement on Audible, Spotify, or your preferred podcast platform.

Listening on a desktop & can’t see the links? Just search for Titans of Customer Engagement in your favorite podcast player.

Drew Claybrook, Digital Support Community Manager of NetApp, joins the show to discuss his experience with NetApp and how they’re expanding community channels to provide even better customer support.

What we talked about:

- Helping customers effectively within channels with a focus on community

- How to measure the success around the growth of the community

- Beneficial additions within the community & implementing new features

- Actionable next steps for listeners after the podcast

Check out these resources we mentioned during the podcast:

- NetApp KB TV Youtube Channel

- NetApp on Facebook

To hear more interviews like this one, subscribe to theTitans of Customer Engagement Podcast on Apple Podcasts, Spotify, or your preferred podcast platform.

MITRE Corporation managed to do just that as its team tackled some of the world's toughest problems for 60 years. But when MITRE needed to tell its story, the company lacked a platform. What does it take to build a social media presence for a legacy brand?

In this episode of Titans of Customer Engagement, we talked with Kelsey Jones Art, Social Media Lead at MITRE Corporation, about shifting a longstanding organization into the social media space.

We also discussed:

- Why you can't just hit the Tweet button and call it a social media strategy

- How to set yourself up for success with the right tools and resources

- Creating a culture shift to get employees talking about you on social media

- 6 steps to creating social media engagement with customers and employees

- How to take a new social media initiative to the next level

Subscribe to Titans of Customer Engagement on Apple Podcasts, Spotify, or our website.

Karen Pace, Director, Social and Content Marketing at Randstad USA, joins the show to discuss social justice lessons & marketing strategies that have strengthened Ranstad’s mission to be truly audience first.

What we talked about:

- Issues with putting your brand first and audience second

- Supporting the voice of the brand

- Supporting social justice and the audience-first approach

- Tracking performance w/ the Khoros Marketing platform

- Next step for listeners’ businesses

Check out these resources we mentioned during the podcast:

- Randstad USA Instagram

- Randstad USA Twitter

- Randstad USA Facebook

To hear more interviews like this one, subscribe to theTitans of Customer Engagement Podcast on Apple Podcasts, Spotify, or your preferred podcast platform.

The TV industry is unique in that their focus is a combination of customer engagement and audience engagement. So, how do they target both?

In this episode of Titans of Customer Engagement, we interviewed Lars Aaes, Social Media Teamlead at TV 2 Marketing, about how TV networks create their social media strategies and what they're looking to achieve.

We also talked about:

- How TV differentiates itself from other media industries on social media.

- How to facilitate discussion while protecting users from abuse.

- Challenges within the TV industry and how they impact social presence.

- How to structure internal communication for better external communication.

- How organizations can improve the audience experience through their engagement on social.

- The best kind of content for customer engagement.

Subscribe to Titans of Customer Engagement on Apple Podcasts, Spotify, or our website.

Which ones come to mind? What are the things they all do that make them experts at social media? What’s the one thing they’re incredible at that other brands seem to have trouble with?

Engagement. Actually being present and engaging with their audience.

On this episode of Titans of Customer Engagement, we talked with Kerrie Roberts. Kerrie is the Social Media Manager of Customer Service at Experian, and had a lot to say on this episode about: - The difference between being on social media and being present on social media

- Giving your teams every tool possible to solve customer problems

- Social Media practices that you SHOULDN’T be doing

- Staying fresh on social media in a heavily regulated industry

Keep connected with Titans of Customer Engagement at Apple Podcasts, Spotify, or our website.

And it’s certainly not easy.

If you’d love to sit down and chat about your strategic next steps with an experienced guide, then the Titans of Customer Engagement show is for you.

Keep connected with Titans of Customer Engagement at Apple Podcasts, Spotify, or our website.

Listening on a desktop & can’t see the links? Just search for Titans of Customer Engagement in your favorite podcast player.