In this engaging episode of CX Nexus, hosts Nicole Saunders and Chris Detzel explore the fascinating intersection between personal and professional community building. The conversation weaves between Chris's experience growing a 10,000-member running community in Dallas-Fort Worth and Nicole's decade-long "Odd Tuesday Potluck" tradition, revealing how the fundamental principles of community building manifest in their personal lives. The hosts unpack key community-building elements that work acro...
Dec 14, 2024•30 min
This episode of the CX Nexus podcast features co-hosts Nicole Saunders and Chris Detzel discussing the impact of artificial intelligence (AI) on community management and customer experience. Here's a detailed description of the episode's content: 1. Introduction and Context: - Both hosts are about six weeks into new jobs, providing fresh perspectives on their roles. - Chris has been thinking a lot about AI and new technologies in his new role. 2. AI Integration in Customer Experience: - Discussi...
Sep 29, 2024•25 min
This podcast episode of CX Nexus features hosts Nicole Saunders and Chris Detzel discussing the intersection of community management and sales strategies, particularly focusing on how community professionals can integrate their work with sales plays. Here's a detailed description of the episode: Introduction to the topic: The hosts introduce the challenge many community leaders face in connecting their work to the rest of the organization, especially sales. They emphasize the importance of findi...
Sep 01, 2024•27 min
In this enlightening episode of CXNexus, hosts Nicole Saunders and Chris Detzel share their recent experiences transitioning to new roles in the customer experience and community management space. Both having just made significant career moves, they offer valuable insights and practical advice for professionals navigating job changes in the tech industry. Nicole discusses her move from Zendesk, where she spent seven and a half years, to Coupa as the new Senior Director of Customer Experience Mar...
Aug 25, 2024•29 min
In this episode of CX Nexus , hosts Nicole Saunders and Chris Detzel are joined by Luke Austin , Director of Analytics and Insights at Reltio, to delve into the critical role of data analytics in modern marketing and sales strategies. Luke provides an in-depth explanation of essential concepts such as pipeline and bookings, and how these metrics are vital for predicting business performance and setting revenue targets. The discussion transitions to the impact of community engagement on business ...
Aug 22, 2024•25 min
This episode explores the interconnections between various aspects of the customer experience and emphasizes the importance of breaking down organizational silos to deliver better outcomes for customers and businesses alike. The discussion revolves around strategies for expanding revenue within existing customer accounts through cross-selling and upselling. The guest, Jay Nathan , Chief Operating Officer at Churnkey , shares insights on how focusing on customer expansion is crucial for driving g...
Aug 21, 2024•33 min
This podcast episode of CX Nexus features hosts Nicole Saunders and Chris Detzel discussing the intricacies of planning and executing successful business events, particularly in the context of customer experience and community building. The episode provides a comprehensive overview of event management, drawing from Chris's recent experience organizing a customer event for his company. Key points covered in the episode include: Setting clear goals and objectives for the event, including business ...
Aug 19, 2024•33 min
CX Nexus" features hosts Nicole Saunders and Chris Detzel discussing the integration of community efforts with sales and marketing strategies in their respective companies, Reltio and Zendesk. They explore how community engagement can drive business growth through targeted strategies like ABX (account-based experience) and expansion opportunities. The conversation highlights the importance of aligning community activities with business outcomes, the challenge of maintaining authentic community c...
Aug 18, 2024•26 min
In the debut episode of "CX Nexus," hosts Nicole and Chris warmly welcome their audience into the fold of an innovative podcast series dedicated to exploring the intricate world of customer experience (CX) and its pivotal role in business success. Nicole, with her profound background as the director of community at Zendesk, brings to the table a wealth of knowledge gleaned from her extensive experience in community management across a diverse range of industries and company sizes. Chris Detzel c...
Aug 17, 2024•6 min
As the year comes to an end, Chris and Nicole discuss best practices for community professionals to reflect on their accomplishments, communicate value to stakeholders, and set goals for the new year. Key topics covered: The importance of end-of-year reporting to benchmark progress, justify budget/resources, and set goals. Nicole explains how quantifying community ROI helps secure leadership support. Conducting quarterly reviews to zoom out from day-to-day tasks and ensure you're focused on the ...
Nov 20, 2023•25 min
In this episode of Peers Over Beers, Christopher Detzel interviews Nicole Saunders, Senior Manager of Global Community Programs at Zendesk, about Zendesk's user group program. Nicole explains how the user group program got started based on feedback from Zendesk customers who wanted more opportunities to connect with each other. The goal of the program is to drive customer retention by building meaningful relationships between Zendesk, its users, and partners. She discusses how the user groups ar...
Nov 07, 2023•36 min
This podcast episode is a discussion between Christopher Detzel and Nicole Saunders, two community professionals, about trends, strategies, and best practices for community management in 2024. Some of the main topics covered include: How community teams are adapting to doing more with smaller teams by prioritizing programs, leveraging cross-functional partnerships, and using technology like AI. Strategies for consistently engaging community members through innovative formats like "thought leader...
Oct 28, 2023•47 min
In this episode of Peers Over Beers, hosts Chris Detzel and Nicole Saunders are joined by special guest Jono Bacon , an expert in building online communities, to discuss how artificial intelligence and new technologies like large language models will impact the future of community building. They explore how AI chatbots may take over some routine community management tasks like answering common support questions, allowing community managers to focus more on building relationships and delivering p...
Sep 30, 2023•45 min
Partnerships play a critical role in building successful online communities. But how can you effectively engage partners without them simply using your community as a marketing channel? In this episode, hosts Chris Detzel and Nicole Saunders dive into creative tactics for leveraging partners as community advocates. Drawing from their extensive expertise running online communities, Chris and Nicole discuss the value partners can bring by sharing expertise, creating content, leading community grou...
Aug 26, 2023•27 min
In this episode, Christopher and Nicole discuss the idea that community exists everywhere, not just on a company's own branded community platform. They talk about how community management is evolving to be more cross-functional, with community professionals embedding in other teams like social media and customer success. Inspired by FeverBee : The ‘Community Everywhere’ Era Has Arrived: Don’t Waste This Opportunity Check out the blog: The End of Walled-Garden Communities Key points they cover: C...
Jul 30, 2023•29 min
In this episode of Peers over Beers, Nicole Saunders and Christopher Detzel have an insightful discussion about building relationships between community and customer success teams in order to drive greater customer engagement. They discuss tactics for integrating community into the customer journey from the outset, including onboarding new customers to the community. They also talk about creating aligned goals and metrics to demonstrate the business impact of community on customer success KPIs. ...
Jul 23, 2023•33 min
"Peers Over Beers," hosted by seasoned community experts Chris Detzel and Nicole Saunders, is a podcast that dives deep into the world of online communities. In this particular episode, the duo explores the challenging topic of navigating change and maintaining stability as a community manager amidst management turnover and significant organizational changes. Nicole opens up about her experiences at various startups and at Zendesk, sharing insights from a roller-coaster career where she had to a...
Jul 14, 2023•28 min
Welcome to this in-depth analysis of the podcast "Peers over Beers," hosted by two seasoned professionals, Nicole Saunders and Christopher Detzel. The engaging discourse revolves around the transformative role and significance of community in today's organizations, offering invaluable insights and perspectives for both veterans and newcomers in the field of community management. Understanding the Community Role Community Integration: The Embedded Approach The Shift to Decentralization Role of Co...
Jul 01, 2023•35 min
In this insightful episode of "Peers Over Beers", Christopher Detzel converses with Nicole Saunders from Zendesk about community building and user group management in a business setting. The episode commences with a light-hearted discussion about personal exercise routines in the summer before shifting gears to Nicole's extensive experience in fostering communities at Zendesk. Nicole outlines her journey from managing Q&A topics to orchestrating an all-encompassing community strategy at Zend...
Jun 23, 2023•24 min
This podcast originated and is a copy from Data Hurdles episode Leveraging Online Communities for Business Growth: Insights from Burke and Detzel. In their conversation, Michael Burke and Chris Detzel explore the crucial role online communities play in the modern digital business environment. Detzel, an expert in building these communities, outlines how they offer spaces for users to connect, collaborate, and resolve product-related issues. From a business standpoint, these communities can reduc...
Jun 14, 2023•30 min
Welcome to the Peers Over Beers podcast, "Behind the Scenes of Community Management: Metrics Matter". Nicole Saunders and Chris Detzel give their thoughts about Community Metrics: As the world grows more interconnected and businesses strive to build authentic relationships with their audiences, community management emerges as a critical element of organizational success. But how do we measure its impact and effectively communicate this to various stakeholders? This podcast unravels the mystery a...
Jun 02, 2023•32 min
This Peers Over Beers discusses the potential benefits and drawbacks of artificial intelligence (AI) in online communities and customer support, as explored in a recent episode of the Peers Over Beers podcast featuring Nicole Saunders and Chris Detzel. In a recent episode of the Peers Over Beers podcast, community management professional Nicole Saunders and host Chris Detzel delved into the intriguing topic of artificial intelligence (AI) and its potential impact on online communities and custom...
Apr 28, 2023•25 min
Join Chris Detzel and Morgan Wood, Head of Community at Hivebrite . Hivebrite had the chance to interview me about metrics and story telling. A powerful online community platform, Hivebrite provides top organizations with all the tools they need to build, manage, and engage their community. Enjoy! Community building is an essential part of any business, and measuring the success of community building activities is crucial to understanding the impact of these efforts. Metrics help tell an overarc...
Mar 18, 2023•57 min
In this episode of Peers Over Beers, Chris Detzel and Scott Wilder discuss a range of topics related to the technology industry. They talk about coffee, upcoming conferences, community resources, promoting webinars and events, organic SEO, and master data management. They cover various aspects of these topics, including the importance of good governance programs and clearly defined data ownership in master data management, and creating industry-specific content to attract more visitors to a webs...
Mar 11, 2023•36 min
In this episode, we cover the topic of Women in Tech. Chris Detzel, Director of Community and Engagement at Reltio ask his guest some tough questions around the topic. Joining him is Allison Boudreau, Director, Digital Programs, Education and Community at Calix; Elizabeth Kinsey, Director of Community at Slack; and Nicole Saunders, Director of Community at Zendesk. Check out the YouTube Video: Episode 114: Women in Tech The representation of women in the tech industry has long been a contentious...
Oct 22, 2022•51 min
In today's competitive market, fostering strong customer relationships is crucial for a company's success. One approach to achieving this is by building a community that collaborates with product teams to drive growth and innovation. Lauren Clevenger, Global Head of Seller Community at Square, and Chris Detzel, Director of Customer Community and Engagement, shared their insights in a Peers Over Beers conversation on how to work effectively with product teams to create a thriving community. The I...
Oct 08, 2022•37 min
Check out Adrian's Website Amazon: The Accidental Community Manager Check out the YouTube Video
Oct 01, 2022•36 min
In this episode, Chris Detzel, Director of Customer Community and Engagement at Reltio talks to David, the original Historian, DeWald, Community Manager at Ciena about how he use to build online communities from ground up. He describes in detail why he wanted to go into an existing community, already built, and get experience in taking over an existing community. Human interaction has always revolved around communities, and in today's digital age, they have become even more integral to our lives...
Sep 25, 2022•31 min
" Community Operations: The Behind-the-Scenes Powerhouse ," " The Value and Impact of Community Operations Management," and "Operational Excellence in Community Building." This PoB highlights the significance of community operations in managing digital and social platforms, community building, and achieving business objectives. Community operations encompass various tasks such as establishing processes, scaling the community, managing technology, and ensuring community engagement and moderation....
Sep 21, 2022•32 min
Nicole Saunders, Director of Community at Zendesk and Chris Detzel, Director of Customer Community and Engagement at Reltio talk about how taking vacations is SO important. We also talk about going beyond a support community. We believe that support communities are core and super important. We also think that building communities for practitioners could be important too. Nicole also tells a story about relaunching a community and a Google SEO story.
Sep 03, 2022•42 min
