CX Nexus Podcast

In this episode, Michael talks about how his approach in building a digital / eCommerce at a small bank in El Paso will take an Apple approach. They want to grow their acquisition strategy around people and education. Walk before you run!

Take a look at the Imperva Champions Program here. It's in very early stages!  https://community.imperva.com/champions-corner

Michael and Chris dive into the budget season and are thinking about what we need for 2021. Chris talks about developing a Super User program for the Imperva Community and looking at getting a resource to run this. Michael helps guide Chris in what that extra resource could also do. Michael is focused on the customer, but believes that you have to "fix" the internal pieces first. He talks about vi...

We talk about a lot of different topics in this podcast that includes the complexity of creating a digital customer experience with your customers in the banking industry, working with legal teams and Imperva's Community 1st birthday. Listen now!

Find some of the content that was produced from the AMA: Imperva's Database Activity Monitoring (DAM) Ask Me Anything Session

Giving the right attention to digital communities is crucial. For your community to thrive, you have to have the right alignment at the senior level. You have to engage your customers, you have to engage your internal organization and you have to have the right content. We also give some good examples of, if you don't focus your attention on it, the community could and will die. You have to listen...

Having a strategy and building a roadmap to deliver on the strategy is the key to digital success. Sometimes things don't go as planned, but to not have a plan is a sure way of not succeeding.  Michael and Chris start talking about building a roadmap for digital. Michael mentions that he is in the process of building a strategy for five years and mentions that it is super hard to do for digital. D...

In this episode, Chris and Michael talk about how we do research when building or enhancing our communities. Then we start noodling on how to do self-help in a digital way. Michael then ponders the ideas of self-help and digital support for banking. Today they are heavily offline but are moving to a more digital way. We talk about how banking is so personal for people. Money is always an important...

In this episode, Chris and Michael talk about how you present digital to an organization that does not understand digital. Some of this starts with telling the stories. How do you make an offline experience comparable to a digital online experience? We pose some of the problems like they were real in front of a person. You have to start simple. Michael talks about some real life experiences that h...

Dani is a seasoned community builder & strategist with more than a dozen years delivering great customer experiences at HP (B2C) and Domo (B2B). Find him here: LinkedIn https://www.linkedin.com/in/daniweinstein/ Twitter https://twitter.com/DaniBoy777

Michael talks about a Wall Street Journal article called Companies Start to Think Remote Work Isn’t So Great After All

Show Notes:  Find Imperva Community Events / Webinars here  https://community.imperva.com/participate/events An ROI - Back of the Napkin - Email sent from Michael To Chris: As a behind the napkin calculation and using a simple return/investment I would give this a try.   COST SIDE   1)     Assumed built in costs which are not included in the calculation.  They are built in for all marketing effort...

Amy Kochert - Linkedin -  https://www.linkedin.com/in/amykochert/ Flexera Community  -  https://community.flexera.com/t5/Flexera-Community/ct-p/Flexera_Community Chris' favorite Beer - Yes, he loves Dos Equis  https://dosequis.com/

Michael and Chris talk to Holly about why she moved from SFDC, where she had the entire community team under her,  to now start a new community from scratch. She has done it before, but she was ready to do it again. We talk about how she felt the Venafi was ready and when they reached out to her, she was impressed. Learn more on what impressed her so much. More about Holly: Holly Firestone: Linked...

During this time of COVID-19 companies have to find creative ways to engage in their employees. As a leader, you have to find ways for your employees to engage with each other to to their job effectively.  Michael and Chris ponder ideas to provide ways to engage with employees and to sometimes make it fun when everyone is working at home. Michael talks about building an accountability framework fo...

Find Carrie's new book, June 9, 2020 Building Brand Communities: How Organizations Succeed by Creating Belonging https://www.linkedin.com/in/carriemjones/ Carrie Melissa Jones website: https://carriemelissa.com/ LinkedIn: https://www.linkedin.com/in/carriemjones/

In a B2B environment creating an online community with a great digital customer experience is expected from our customers. The last thing your customers want to do is to login to multiple different systems to get the information that they need. Having a great digital customer experience through community will lead to customers getting the information they need quickly. This can lead to higher rete...

In this episode Michael says it's okay, when you first start to "act dumb". Also, writing aha moments during the day helps his brain to crystallize. He also talks about driving semi's, which is weird, but you have to learn somehow.  Michael mentions that Panada Planner helps him a lot with organization. Bullet journey that helps you plan daily, weekly and more. 

“With community, there’s a lot of opportunity from a digital standpoint, whether it’s helping your customers, powering SEO, or answering more questions.” Chris Detzel “Without community, we would be in the exact same place as we were before – not really understanding our customers. We want to be where our customers are, and community allows us to help customers the way they want to be helped – in...

Brian Oblinger: LinkedIn:  https://www.linkedin.com/in/brianoblinger/ Twitter: @brianoblinger ---------------- Brian drives shared value between organizations and their customers to increase engagement, satisfaction, and retention. He accomplishes those goals by using an analytical approach to understand customer behavior and leverages cutting-edge technologies and business strategies to drive res...

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...

With almost five years of community management experience in SaaS-based software, Shannon has seen it all and still loves her job. You’ll often find her with a smile on her face and geeking out about community management. Twitter: @llamasayswhat LinkedIn: https://www.linkedin.com/in/shannon-m-emery/

You can reach Erica Kuhl at: Linkedin: https://www.linkedin.com/in/ericakuhl/ Twitter: @ericakuhl Website: https://www.ericakuhl.com/  

Matt Mecham can be found on LinkedIn and at Invision Community  

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 suppo...