Titans of Customer Engagement

Using Feedback to Fuel Progress, with LogRhythm’s Matthew Cowan

Welcome back to Titans of Customer Engagement, A Customer Experience Podcast proudly presented by Khoros. This week we sit down with Matthew Cowan [https://www.linkedin.com/in/matt-cowan], Community and Knowledge Manager for LogRhythm [https://logrhythm.com/]. 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! [https://community.khoros.com/t5/user/userregistrationpage?dest_url=https%3A%2F%2Fcommunity.khoros.com%2F] To hear more interviews like this one, subscribe to Titans of Customer Engagement on your favorite podcast platform. * Apple Podcasts [https://quaxel1.net/v1/t/c/b2ee9997-44e9-68e5-2494-7ca59868be5b/gm%3A14dc7f29-c00e-4a00-9cce-805f27dc46f0/Multiple%20Recipients/?https%3A%2F%2Fpodcasts.apple.com%2Fus%2Fpodcast%2Ftitans-of-customer-engagement%2Fid1572014276=] * Spotify [https://quaxel1.net/v1/t/c/b2ee9997-44e9-68e5-2494-7ca59868be5b/gm%3A14dc7f29-c00e-4a00-9cce-805f27dc46f0/Multiple%20Recipients/?https%3A%2F%2Fopen.spotify.com%2Fshow%2F5WHcZvuKnbynng8FCrDL4t%3Fsi%3DWp9Q3vDHTmaBUkHE8Q7leQ%26dl_branch%3D1=] * Amazon [https://quaxel1.net/v1/t/c/b2ee9997-44e9-68e5-2494-7ca59868be5b/gm%3A14dc7f29-c00e-4a00-9cce-805f27dc46f0/Multiple%20Recipients/?https%3A%2F%2Fmusic.amazon.com%2Fpodcasts%2F098610ec-7e41-445e-8b57-f9616e5b4237%2FTitans-of-Customer-Engagement=] * Google Podcasts [https://quaxel1.net/v1/t/c/b2ee9997-44e9-68e5-2494-7ca59868be5b/gm%3A14dc7f29-c00e-4a00-9cce-805f27dc46f0/Multiple%20Recipients/?https%3A%2F%2Fwww.google.com%2Fpodcasts%3Ffeed%3DaHR0cHM6Ly9mZWVkcy5zb3VuZGVyLmZtLzEzNzIyL3Jzcy54bWw%253D=]

How to Make Community Crucial, with Invoca’s Maria Ogneva

Welcome back to Titans of Customer Engagement, A Customer Experience Podcast proudly presented by Khoros. This week we sit down with Maria Ogneva, Sr Director of Community & customer marketing at Invoca to break down how to build a wide-reaching and stable digital community. 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. * Apple Podcasts [https://quaxel1.net/v1/t/c/b2ee9997-44e9-68e5-2494-7ca59868be5b/gm%3A14dc7f29-c00e-4a00-9cce-805f27dc46f0/Multiple%20Recipients/?https%3A%2F%2Fpodcasts.apple.com%2Fus%2Fpodcast%2Ftitans-of-customer-engagement%2Fid1572014276=] * Spotify [https://quaxel1.net/v1/t/c/b2ee9997-44e9-68e5-2494-7ca59868be5b/gm%3A14dc7f29-c00e-4a00-9cce-805f27dc46f0/Multiple%20Recipients/?https%3A%2F%2Fopen.spotify.com%2Fshow%2F5WHcZvuKnbynng8FCrDL4t%3Fsi%3DWp9Q3vDHTmaBUkHE8Q7leQ%26dl_branch%3D1=] * Amazon [https://quaxel1.net/v1/t/c/b2ee9997-44e9-68e5-2494-7ca59868be5b/gm%3A14dc7f29-c00e-4a00-9cce-805f27dc46f0/Multiple%20Recipients/?https%3A%2F%2Fmusic.amazon.com%2Fpodcasts%2F098610ec-7e41-445e-8b57-f9616e5b4237%2FTitans-of-Customer-Engagement=] * Google Podcasts [https://quaxel1.net/v1/t/c/b2ee9997-44e9-68e5-2494-7ca59868be5b/gm%3A14dc7f29-c00e-4a00-9cce-805f27dc46f0/Multiple%20Recipients/?https%3A%2F%2Fwww.google.com%2Fpodcasts%3Ffeed%3DaHR0cHM6Ly9mZWVkcy5zb3VuZGVyLmZtLzEzNzIyL3Jzcy54bWw%253D=]

Hospitality Brands: Facing the Pressure with Digital Solutions

Welcome to Reading Between the Waves: A bite-sized take on what’s happening in the world of digital engagement. 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 [https://community.khoros.com/t5/Khoros-Insights-Blog/Hospitality-Brands-Facing-the-Pressure-with-Digital-Solutions/ba-p/714413]. 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. * Apple Podcasts [https://quaxel1.net/v1/t/c/b2ee9997-44e9-68e5-2494-7ca59868be5b/gm%3A14dc7f29-c00e-4a00-9cce-805f27dc46f0/Multiple%20Recipients/?https%3A%2F%2Fpodcasts.apple.com%2Fus%2Fpodcast%2Ftitans-of-customer-engagement%2Fid1572014276=] * Spotify [https://quaxel1.net/v1/t/c/b2ee9997-44e9-68e5-2494-7ca59868be5b/gm%3A14dc7f29-c00e-4a00-9cce-805f27dc46f0/Multiple%20Recipients/?https%3A%2F%2Fopen.spotify.com%2Fshow%2F5WHcZvuKnbynng8FCrDL4t%3Fsi%3DWp9Q3vDHTmaBUkHE8Q7leQ%26dl_branch%3D1=] * Amazon [https://quaxel1.net/v1/t/c/b2ee9997-44e9-68e5-2494-7ca59868be5b/gm%3A14dc7f29-c00e-4a00-9cce-805f27dc46f0/Multiple%20Recipients/?https%3A%2F%2Fmusic.amazon.com%2Fpodcasts%2F098610ec-7e41-445e-8b57-f9616e5b4237%2FTitans-of-Customer-Engagement=] * Google Podcasts [https://quaxel1.net/v1/t/c/b2ee9997-44e9-68e5-2494-7ca59868be5b/gm%3A14dc7f29-c00e-4a00-9cce-805f27dc46f0/Multiple%20Recipients/?https%3A%2F%2Fwww.google.com%2Fpodcasts%3Ffeed%3DaHR0cHM6Ly9mZWVkcy5zb3VuZGVyLmZtLzEzNzIyL3Jzcy54bWw%253D=]

Serving Customers in the Face of Crisis: Redux

Welcome to Reading Between the Waves: A bite-sized take on what’s happening in the world of digital engagement. 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 [https://community.khoros.com/t5/Khoros-Insights-Blog/Servicing-Customers-in-the-Face-of-Crisis-Redux/ba-p/713405]. 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. * Apple Podcasts [https://quaxel1.net/v1/t/c/b2ee9997-44e9-68e5-2494-7ca59868be5b/gm%3A14dc7f29-c00e-4a00-9cce-805f27dc46f0/Multiple%20Recipients/?https%3A%2F%2Fpodcasts.apple.com%2Fus%2Fpodcast%2Ftitans-of-customer-engagement%2Fid1572014276=] * Spotify [https://quaxel1.net/v1/t/c/b2ee9997-44e9-68e5-2494-7ca59868be5b/gm%3A14dc7f29-c00e-4a00-9cce-805f27dc46f0/Multiple%20Recipients/?https%3A%2F%2Fopen.spotify.com%2Fshow%2F5WHcZvuKnbynng8FCrDL4t%3Fsi%3DWp9Q3vDHTmaBUkHE8Q7leQ%26dl_branch%3D1=] * Amazon [https://quaxel1.net/v1/t/c/b2ee9997-44e9-68e5-2494-7ca59868be5b/gm%3A14dc7f29-c00e-4a00-9cce-805f27dc46f0/Multiple%20Recipients/?https%3A%2F%2Fmusic.amazon.com%2Fpodcasts%2F098610ec-7e41-445e-8b57-f9616e5b4237%2FTitans-of-Customer-Engagement=] * Google Podcasts [https://quaxel1.net/v1/t/c/b2ee9997-44e9-68e5-2494-7ca59868be5b/gm%3A14dc7f29-c00e-4a00-9cce-805f27dc46f0/Multiple%20Recipients/?https%3A%2F%2Fwww.google.com%2Fpodcasts%3Ffeed%3DaHR0cHM6Ly9mZWVkcy5zb3VuZGVyLmZtLzEzNzIyL3Jzcy54bWw%253D=]

The Four ROI Value Levers: Savings, Sales, Satisfaction, SEO

Welcome back to Titans of Customer Engagement, A Customer Experience Podcast by Khoros. You don’t often get to dive into the minds of some major community nerds, but today you are in luck. “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 [https://community.khoros.com/t5/Khoros-Communities-Blog/The-Health-and-Wealth-of-your-Online-Community-Part-1/ba-p/661088] * The Health and Wealth of your Online Community - Part 2 [https://community.khoros.com/t5/Khoros-Communities-Blog/The-Health-and-Wealth-of-your-Online-Community-Part-2/ba-p/661089] * Atlas Series: Secure Executive Support for your Community [https://community.khoros.com/t5/Khoros-Communities-Blog/Atlas-Series-Secure-Executive-Support-for-your-Community/ba-p/685102] 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. * Apple Podcasts [https://quaxel1.net/v1/t/c/b2ee9997-44e9-68e5-2494-7ca59868be5b/gm%3A14dc7f29-c00e-4a00-9cce-805f27dc46f0/Multiple%20Recipients/?https%3A%2F%2Fpodcasts.apple.com%2Fus%2Fpodcast%2Ftitans-of-customer-engagement%2Fid1572014276=] * Spotify [https://quaxel1.net/v1/t/c/b2ee9997-44e9-68e5-2494-7ca59868be5b/gm%3A14dc7f29-c00e-4a00-9cce-805f27dc46f0/Multiple%20Recipients/?https%3A%2F%2Fopen.spotify.com%2Fshow%2F5WHcZvuKnbynng8FCrDL4t%3Fsi%3DWp9Q3vDHTmaBUkHE8Q7leQ%26dl_branch%3D1=] * Amazon [https://quaxel1.net/v1/t/c/b2ee9997-44e9-68e5-2494-7ca59868be5b/gm%3A14dc7f29-c00e-4a00-9cce-805f27dc46f0/Multiple%20Recipients/?https%3A%2F%2Fmusic.amazon.com%2Fpodcasts%2F098610ec-7e41-445e-8b57-f9616e5b4237%2FTitans-of-Customer-Engagement=] * Google Podcasts [https://quaxel1.net/v1/t/c/b2ee9997-44e9-68e5-2494-7ca59868be5b/gm%3A14dc7f29-c00e-4a00-9cce-805f27dc46f0/Multiple%20Recipients/?https%3A%2F%2Fwww.google.com%2Fpodcasts%3Ffeed%3DaHR0cHM6Ly9mZWVkcy5zb3VuZGVyLmZtLzEzNzIyL3Jzcy54bWw%253D=]