CX Nexus Podcast - podcast cover

CX Nexus Podcast

Nicole Saunders and Chris Detzel•cxnexuspodcast.com
Technology
Business
CX Nexus," hosted by Nicole Saunders and Chris Detzel, is a cutting-edge podcast at the crossroads of community, customer experience, customer success, sales, and marketing. Tailored for forward-thinking leaders in mid to upper management, this podcast is a goldmine of insights for professionals shaping their careers in these interconnected domains. Emphasizing the importance of collaboration and cross-functionality, it navigates the intricate dance of integrating diverse business functions effortlessly. Each episode unfolds as a masterclass in cross-functional leadership, offering innovative strategies for collaborative success and a deep dive into the latest industry trends. "CX Nexus" serves as a powerful platform for personal brand development for both its hosts and its audience. More than just a podcast, it's a career accelerator for the astute professionals in marketing, community engagement, product management, sales, and customer success.
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Episodes

Episode 018 - Guest Speaker - Valentina Ruffoni -Founder and Community Manager – Eat Out Madrid

Valentina Ruffoni's Information: Community & Events Manager with a demonstrated history of working internationally for various companies and projects. She has created multiple online and offline communities, including Eat Out Madrid, the largest online Facebook community in Madrid connecting food and drink lovers and CMX Connect Madrid, a local program by CMX powered by Bevy bringing together community-builders based in the city. LinkedIn: https://www.linkedin.com/in/valentinaruffoni/ Twitte...

Apr 08, 2020•34 min

Episode 012 - Part 1 Guest Speaker Blake Etheridge: How He Started TI's Super User Program

How did community managers find themselves in this position? We discuss how Blake Ethridge cultivated some of the most active users at Texas Instruments which allowed him to show case examples of improving better customer experience (CX) through community. Why modern B2B companies fail in customer experience as they move into a digital transformation. Hint, it's a lack of a digital customer support strategy. How did Blake use bottom-up customer input for product owners at TI? Why do customers jo...

Mar 04, 2020•24 min

Episode 013 - Guest Speaker Blake Ethridge: Building a Super User Program and Creating a 360 Customer View with Community

Please listen to Episode 012 to hear the beginning of this conversation. Blake Etheridge starts this part of the discussion how community creates a 360 customer view. If you work the community correctly, super users will start to curate and help support customers for the enterprise. Learn how Blake customized community reward benefits to understand what made super users motivated. Why did Blake flip the customer script at TI 's affinity conference for invited super users. Clue: What do you want ...

Mar 04, 2020•21 min

Episode 014 - Guest Speaker Blake Ethridge: A Vested Interest to Create a Great Customer Experience

Please listen to Episode 013 to hear the continuation of this How Blake Etheridge worked TI's internal organization to create a large referral engine to find top users and new users for community. Creating events for employees started driving internal energy and interest. Success is like a virus. Why planning strategic face-to-face meetings with your key members are important? Vested Interest to know what each community member needed to create a great experience" The Blake Ethridge framework of ...

Mar 04, 2020•23 min

Episode 011 - Chris is Confused! Super User, Customer Advocacy, MVP, Ambassador Programs

In starting a new community, Chris was thinking about what are some of the tactics to drive to a Super User Program. He used the power of his community to help understand what others are doing and how they built a super user program. We touched up the steps you need to take to build one for your Community. To listen to Blake Ethridge's presentation on Super User Program click here . Define your program and strategy Critical baseline Steps to finding users Chicken and the egg Running your program...

Feb 20, 2020•26 min

Episode 010 - Help Me Believe!

Discuss the three types of offline type events for communities Walk through what a fellow colleague Blake Etheridge did at TI Discuss integrating community managers with event and marketing staff to see how you can leverage each other. Why should you get your customers to believe in community What are community members looking for.

Feb 13, 2020•20 min

Episode 009 - Offline Events, When, What and How for Your Community

How to started an offline events with your community Types of offline events Trade Shows Ad hoc events User Groups Discuss when in the evolution cycle of a community should an offline community start Reminding community managers that offline events need to follow the purpose of your community

Feb 06, 2020•26 min

Episode 008 - "Be Empowered to Say No" Your #CMAD Self-Care Cure

Today's beer Chris had Paulaner Hefe Weisen https://www.paulaner.com/us/our-products/hefe-weizen/ Michael had Lakewood Lager Vienna Style https://lakewoodbrewing.com/year-round/ Happy #CMAD Hear how we spent our holiday season. Some traveled, while others ate What is self-care and listen to our perspectives Learn how we manage our stress Chris seeks others to help him broaden his roadmap view to destress Michael digs into research to understand to destress Perhaps community managers need self-ca...

Jan 30, 2020•26 min

Episode 006 - Case Study: Building a Social Brand in Germany from The Ground Up

This episode starts with how a community manager can kick start content using one's subject matter experts. We discuss: The idea of " tribal knowledge" How to get employees excited to generate original content How original knowledge articles can drive content and interaction We then go into a Case Study of how we built a social brand in the German Market with "Elektrohelden" . How one's company brand can help or hurt your community's success How knowing one's customers will make your community s...

Jan 08, 2020•24 min

Episode 005 - [Case Study] How a New B2B Community Creates and Drives New Content

Chris Detzel spends some time asking Michael Sandoval how Case Study on to drive new content when kickstarting a new B2B community. Develop industry leading content (wiki content) Sales support answers SEO trends to drive new insights How we used new content to drive traffic to the eCommerce sites How using personal customer stories on the community helped drive excitement internally.

Dec 28, 2019•25 min

Episode 004 - What Is a Community Manager? It's More Than The Title Suggests

More like show questions answered: What is a community manager? Is it more than what the word states? How does an online community help a customer through the online experience? How can an online community lead a customer through the purchase cycle? What is a community manager's career path? Lastly, Chris then gives me, Michael Sandoval, some Chris pep talk career advise. It's good for everyone to hear. I will give you a hint. It involves running and confidence. Listen in and find out....

Dec 11, 2019•25 min

Episode 003 - "It Takes a Village" - The Importance of Learning From Your Peers

As mentioned, you may always DM or connect with us on LinkedIn. The details are in the About Us Page. Highlight discussions from this week's episode: Where does one go to find help with a problems arises in your community The importance of finding mentor(s) in the community management space Why you should build your professional network of community managers. The importance of learning from your peers.

Nov 27, 2019•20 min

Episode 002 - Community Adoption Means Solving The Bigger Business Problems

In this episode, Michael Sandoval continues his discussion with Chris Detzel as he talks about launching his new community at Imperva. Through the discussion, they unravel community adoption goes far deeper than your key community advocates. Moreover, as community managers, one quickly discovers that one may have to solve more business problems than originally perceived. How does one start? Listen in and find out.

Nov 20, 2019•25 min

Episode 001- The Inaugural Episode

Sponsored, by no one, yet, but we are open to sponsors. Beer Sponsors would be amazing! 🍺🍻🍻🍻🍻🍻🍻 For our first episode, we will start with Chris Detzel who will talk through his work so far in getting Imperva's new customer community through launch. We will also talk about the importance of customer engagement and its automation A mini case study on how Chris and I solved our customer engagement problem whilst at Rexel Note: The interruption you hear about mid way through the podcast was a...

Nov 12, 2019•27 min
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