In this episode, we sit down with Chris Kohler, CMO of Box and former Adobe colleague, to discuss how the modern workplace is evolving and the critical role of customer experience in today’s B2B marketing. Chris brings insights from his 15+ years of experience in marketing, customer success, and product management, offering a fresh perspective on how businesses can thrive in a post-pandemic world. We explore how companies like Box are navigating the shift to remote work, the acceleration of digital transformation, and the importance of customer-centric marketing strategies.

Key Takeaways:

1. Customer Experience First: Chris emphasizes that businesses need to prioritize customer experience, moving beyond just product features.
2. Self-Service and Technology: To enhance the customer journey, Box focuses on creating seamless self-service experiences, integrating advanced technologies like chatbots for immediate support.
3. Remote Work and Hybrid Models: The pandemic has accelerated remote work, and Chris foresees a future where companies adopt hybrid models with both in-office and remote collaboration hubs.
4. Communication and Empathy: Over-communication and empathy are essential in navigating a remote work environment, as employees juggle personal and professional challenges.
5. Digital Events and Marketing: The future of marketing lies in leveraging digital platforms for events and conferences, shifting away from costly in-person gatherings to more scalable digital experiences.

Chapters:

• 0:00 – Introduction: Meet Chris Kohler, CMO at Box
• 1:20 – The Evolution of Customer Experience in B2B Marketing
• 3:30 – Box’s Strategy for Connecting with Customers
• 6:00 – The Role of Self-Service in Customer Support
• 9:10 – Remote Work Transformation at Box
• 13:00 – The Impact of Video in Remote Collaboration
• 17:30 – Tips for Effective Leadership in a Remote Work Environment
• 20:50 – Focus on Customer Success During Uncertain Times
• 26:00 – Predictions for the Modern Workplace
• 29:00 – The Future of Digital Events in Marketing
• 31:40 – Closing Thoughts and Final Insights

In this episode, Joe sits down with Karen Budell, VP of Brand at SurveyMonkey, to discuss her career journey and insights into marketing and brand leadership in today's dynamic workplace environment. Karen shares her experiences transitioning from major companies like Google and YouTube to her role at SurveyMonkey, highlighting the challenges of leading teams through periods of unprecedented change, especially in the remote work landscape brought on by the global pandemic.

Karen delves into the importance of empathy, data-driven decision-making, and creativity as cornerstones for modern marketers and leaders. She also discusses how flexibility and collaboration are crucial in a world where work is increasingly remote, with boundaries between personal and professional life blurred. Tune in to hear about the tools and strategies Karen and her team at SurveyMonkey use to maintain creativity and productivity, as well as her thoughts on the future of the modern workplace.

Chapters:

• 0:00 - 2:00: Introduction & Technical Difficulties
• 2:01 - 6:00: Karen’s Journey: From Chicago to Silicon Valley
• 6:01 - 10:00: The Impact of the Pandemic on Work and Brand Leadership
• 10:01 - 15:00: Remote Work: Adapting Creativity and Team Collaboration
• 15:01 - 20:00: Leadership Tips for Managing Teams Virtually
• 20:01 - 25:00: Meeting Culture and Maximizing Productivity Remotely
• 25:01 - 27:04: Predictions for the Future of Marketing and the Modern Workplace

Key Takeaways:

1. Empathy and Human Connection: Karen emphasizes the importance of understanding team members as individuals and how this builds stronger, more resilient teams.
2. Flexibility in Leadership: The shift to remote work requires leaders to adapt meeting structures and be available in innovative ways, like virtual office hours.
3. Data-Driven Creativity: While data remains a cornerstone of marketing, creative thinking and adaptability are equally crucial to stay relevant in changing environments.

Notable Quotes:

• “The modern workplace is about increased flexibility and finding ways for teams to have more autonomy.” - Karen Bedell
• “Empathy and understanding are key to being better marketers. It’s about connecting with audiences on a human level.” - Karen Bedell

In this episode, we dive deep into the remote work playbook of GitLab with Emilie Schario, Internal Strategy Consultant. Emilie offers an inside look at how GitLab has successfully run an all-remote company, building a culture of asynchronous communication, deep work, and employee autonomy. From virtual meetups to annual in-person gatherings, Emilie explains how GitLab balances the digital with the real to create a thriving, engaged workforce.

What We Cover:

• The Power of Asynchronous Communication: Emilie highlights the importance of moving away from unnecessary meetings and allowing employees the freedom to organize their thoughts before communicating. This approach boosts individual productivity and helps people do more in less time.
• Balancing Personal and Professional Life: GitLab encourages employees to make work fit into their lives—not the other way around. Whether it's a midday beach break or spending time with family, GitLab employees are empowered to take control of their schedules.
• GitLab’s Approach to Culture: Emilie shares how GitLab maintains a strong culture despite being fully remote. With coffee chats, take-a-break calls, and in-person company events, GitLab fosters genuine relationships across 65+ countries.

Episode Highlights:

• 4:30: Emilie discusses how GitLab grew from a small team to over 1,200 members in more than 65 countries.
• 9:00: The impact of asynchronous work: “When you remove office distractions, people can be more effective. It's not about more hours, it's about more focus.”
• 14:00: GitLab’s tools for remote culture: how they use virtual meetups, coffee chats, and annual in-person gatherings to strengthen team bonds.
• 20:00: Tips for managing remote work-life balance: GitLab's "don't ask, just tell" vacation policy and their company-wide "Friends and Family Day."

Chapters:

• 0:00 - Introduction to Emilie and GitLab
• 3:00 - Emilie’s role and GitLab’s remote journey
• 7:30 - GitLab’s modern workplace and remote-first mindset
• 10:45 - The power of asynchronous communication in remote work
• 13:00 - Flexibility and work-life balance for remote employees
• 16:00 - GitLab’s culture: Annual in-person meetups and virtual community building
• 21:30 - Supporting employee well-being during stressful times
• 25:00 - Tips for productivity and managing a remote workday

Takeaway: GitLab has been a leader in all-remote work long before it became mainstream. Their success is based on more than just technology—it’s about empowering employees through asynchronous communication, meaningful relationship-building, and flexible work-life integration. GitLab's approach provides a roadmap for companies navigating the new world of remote work.

In this episode, we sit down with Ram, SVP and Managing Director at SAP.iO, SAP’s strategic business unit focused on accelerating innovation by investing in promising startups. Ram gives us a peek into how SAP.iO supports innovative companies that align with SAP's mission and products. We discuss the current state of the modern workplace, the role of remote work, and how tools like CloudApp are crucial for seamless collaboration.

What We Cover:

• SAP.iO’s Mission: SAP.iO isn’t just an investment fund; it's a program designed to explore new business models and tap into the startup ecosystem to drive meaningful innovation for SAP customers. "We’re all about accelerating innovation that matters to our customers," says Ram.
• Remote Work and the Modern Workplace: The trend towards remote work was already evident before the pandemic, but the events of 2020 have accelerated this shift. Ram explains how companies like SAP have adapted by allowing employees to work from home and how this shift impacts productivity, tools, and company culture.
• The Role of CloudApp and Asynchronous Communication: Ram highlights the need for higher levels of proactive communication in a distributed work environment. Tools like CloudApp enable asynchronous communication, allowing employees to share visual information effectively and maintain productivity without the constraints of real-time meetings.

Episode Highlights:

• 2:00: Ram explains SAP.iO’s role in bridging the gap between SAP and startups, curating cutting-edge solutions for enterprise customers.
• 7:30: "The pandemic has accelerated remote work, and companies like SAP are allowing employees to work from home because safety is the priority."
• 13:00: On asynchronous tools: "Tools like CloudApp are crucial for asynchronous information sharing, creating a kind of virtual synchronicity that is key for remote teams."
• 17:30: How do we replace the "serendipitous interactions" that occur in traditional offices in a remote environment?

Chapters:

• 0:00 - Introduction to Ram and SAP.iO
• 2:30 - The inspiration behind SAP.iO and its role in SAP’s innovation strategy
• 5:00 - How SAP.iO identifies and invests in leading startups
• 8:30 - The acceleration of remote work and SAP's response
• 11:45 - Using the right tools and processes for effective remote work
• 13:45 - The value of asynchronous communication in a remote-first environment
• 18:00 - Fostering serendipitous interactions in remote work
• 21:00 - The future of work and how SAP.iO is shaping it

Takeaway: As we navigate a new landscape of work, SAP.iO is driving meaningful change by connecting startups and large enterprises to foster innovation. Tools like CloudApp are enabling more effective remote work by bridging the gap between synchronous and asynchronous communication. The future of work is a hybrid of technology, process optimization, and continuous innovation—elements SAP.iO is at the forefront of cultivating.

In today’s episode, we speak with Tom Huebel, the co-founder and CEO of Command E. Tom and his team are on a mission to make accessing the information and tools you need at work as simple as a keystroke. We discuss the genesis of Command E, how they’ve tackled the challenges of breaking into the crowded productivity space, and the ways they've turned user feedback into product strength.

What We Cover:

• Command E’s Journey: Tom shares the origin of Command E, from early frustrations with navigating cloud tools to building a product that cuts down on friction and increases productivity. Command E lets users search for and access files, records, and emails from multiple tools instantly.
• Navigating the Productivity App Landscape: The productivity space is full of competitors, but Command E stands out with its straightforward and intuitive value proposition: "Type what you need, and you're there." Tom explains why clarity of function is key to resonating with users.
• The Importance of Customer Feedback: Tom stresses the power of showing customers they are heard. Command E’s approach? Ask for feedback, respond quickly, and close the loop when the product improves based on user suggestions.

Episode Highlights:

• 3:00: "We realized everyone was struggling with too many tools, and there needed to be a layer to tie it all together. That's where Command E comes in."
• 6:45: "People have so much noise today; if your product can't be understood in 15 seconds, you're losing them."
• 9:00: On customer feedback: "Closing the loop with users builds trust. If they suggested something and we ship it, they know we’re listening and that we value them."

Chapters:

• 0:00 - Introduction to Tom Huebel and Command E
• 2:30 - The inspiration behind building Command E
• 5:00 - Creating a standout product in a crowded productivity space
• 8:00 - Organic growth and expanding the user base
• 10:30 - Collecting feedback and closing the loop with customers
• 14:00 - Navigating product launches and fundraising during the pandemic
• 17:00 - The future of productivity and the personalized workspace

Takeaway: Command E is built on the idea that productivity tools should simplify, not complicate. By listening closely to customer needs and focusing on frictionless experiences, Tom and his team have created a product that seamlessly fits into any workflow. The future of work is personal, flexible, and driven by the need to reduce distractions and get things done faster.

Today’s guest is Daniel Debow, Vice President at Shopify and a seasoned entrepreneur. Daniel shares his insights on the future of the modern workplace, video communication, and the new leadership skills that are emerging as remote work becomes the norm. He talks about his entrepreneurial journey, his experience at Shopify, and why technology that enhances human connection is the key to better workplaces.

What We Cover:

• Modern Workplace Insights: Daniel breaks down what the modern workplace looks like today and where it’s heading. The future is purpose-built—tools that seamlessly integrate with how people want to communicate, including more accessible video technology and even AR/VR solutions.
• Impact of COVID-19: The pandemic has accelerated changes that were initially expected to take years. Daniel notes how "our 2030 plans have become our 2020 reality," as companies move toward more distributed work models and real estate needs shift dramatically.
• Humanizing Leadership: Daniel talks about the importance of authentic communication from leaders. He believes that video tools can break down the barriers between leaders and their teams, allowing for more spontaneous and human moments that resonate on a deeper level.

Episode Highlights:

• 3:45: "We built Ripple based on what we saw the younger generation doing. They wanted more human and less bureaucratic tools."
• 10:00: "We’ve always talked about work-life balance. Now, it's more about work-life unity—letting people integrate their humanity fully into the workspace."
• 19:00: The importance of empathy in leadership—taking time to genuinely check in on team members to ensure they feel supported.

Chapters:

• 0:00 - Introduction to Daniel Bow
• 3:00 - Shopify’s mission and Daniel’s background
• 7:00 - Vision of the modern workplace
• 12:00 - Future of work and remote communication
• 16:00 - Impact of COVID-19 on work culture and technology investments
• 20:00 - Leadership in the modern workplace: Humanizing through video
• 25:00 - Lessons learned during the pandemic

Takeaway: The workplace of the future is one that blends technology with empathy—ensuring that even as we work remotely, our interactions remain human, authentic, and productive. Daniel believes that embracing new tools and focusing on genuine connection will define successful organizations moving forward.

Today, we have Luke Williams, Head of Customer Experience at Qualtrics, to dive deep into the core elements of crafting unforgettable customer experiences. Luke shares his journey from market research to leading CX at Qualtrics, his insights on moving beyond traditional metrics, and the role of empathy in customer loyalty.

Key Insights:

• Customer Loyalty Amid Distractions: Luke discusses the importance of focusing on value creation and cutting through noise with relevance and empathy. He emphasizes that experiences need to balance frictionless delivery with memorable, personalized moments.
• Shifting from Measurement to Systems of Action: Metrics like NPS and CSAT are not enough. Luke argues that brands need to create systems that prompt real-time action, going beyond just measuring satisfaction to actually fixing problems as they arise.
• Communication and Visuals in a Remote World: Luke explains how asynchronous communication tools like CloudApp and synchronous platforms like Zoom can help build better connections when face-to-face interactions are off the table.

Episode Highlights:

• 5:00: "Brands differentiate by either creating frictionless experiences or moments that are memorable—our job is to strike the right balance."
• 9:45: Luke introduces the concept of experience DNA: a combination of design and delivery that ensures every customer feels understood and valued.
• 17:00: "Video is transforming how we connect with customers—seeing a problem visually is far more effective than trying to explain it over text."

Chapters:

• 0:00 - Introduction and Luke’s journey
• 4:00 - Customer loyalty and value in a noisy world
• 9:00 - DNA of a great customer experience
• 13:00 - Designing experiences with empathy
• 17:00 - How video and visuals help in CX
• 24:00 - Example of an exceptional experience: Warby Parker
• 29:00 - Future of experience management and innovation

Takeaway: Customer experience isn’t just about measurement—it’s about turning data into meaningful action. Luke’s insights show that the brands that succeed are those that create empathetic, memorable interactions and constantly innovate to stay ahead of customer needs.

In this episode, Joe is joined by Luke, VP of Marketing at Avalanche Media, to explore what it takes to create a standout customer experience. Luke shares his journey from being the first employee at Avalanche to shaping its philosophy of building genuine relationships beyond mere transactions. The discussion touches on:

• The concept of "Brand Orbit" and how relationships trump transactions.
• Tools and techniques that enhance client interactions, like screen recordings and Zoom calls.
• Luke’s personal story from Chick-fil-A that highlights the power of personalization.
• Predictions for the future of customer experience.

If you're looking to learn how to elevate your brand’s customer interactions or are curious about the future of experience business, this episode is a must-listen!

In today’s episode, we welcome Anya Yama Razzak Otto, a cognitive psychologist who specializes in researching how people interact with their environments—both digital and physical. Anya, with her extensive background in cognitive science and neuroscience, shares her insights on designing experiences that resonate deeply with users.

What We Cover:

• Empathy in Research: Anya explains why asking customers directly what they want might not always yield useful answers. Instead, it’s about observing and understanding unspoken pain points.
• Effective Survey Design: Anya dives into how to create surveys that are intuitive for users, considering the natural ways people interpret space and information.
• Visual Communication: We discuss how visuals and video content can strengthen customer connections and improve brand recall.
• Consumer Behavior During Crisis: Anya provides fascinating insights into how people’s habits guide their choices in uncertain times, emphasizing the importance of familiarity and simplicity.

Episode Highlights:

• 5:20: "People don’t always know what they need. It’s our job to understand how their lives could be improved and design for that."
• 7:45: The secret to designing effective surveys lies in cognitive science—aligning visual elements with how people intuitively think.
• 16:15: The impact of physical environments on well-being and how it’s becoming a critical area for consumer experience.

Chapters:

• 0:00 - Introduction
• 1:45 - Anya’s background in cognitive psychology
• 5:00 - Empathy as a tool for understanding customers
• 7:30 - Survey design principles
• 10:00 - Video and visuals in enhancing connection
• 13:00 - Research methods for businesses
• 17:00 - Consumer habits during crises
• 22:00 - The future of customer experience and the role of physical environments

Takeaway: The key to great customer experience lies in combining empathy with research-driven insights. Whether it’s through well-designed surveys or understanding the emotional impact of physical spaces, companies must continuously adapt to meet the evolving needs of their customers.

In this episode, we’re joined by Joey, the NFL’s Manager of Club Content Strategy, to discuss how to build an unforgettable fan experience in the digital age. Joey works with all 32 NFL clubs, helping them craft strategies that connect with fans in a meaningful way. From social media content to in-game experiences, Joey shares the approaches that make NFL teams stand out.

Topics covered:

• The value of authenticity in content and how it builds trust with fans.
• How the NFL uses player stories to go beyond the game and attract a broader audience.
• Tips for balancing content quality and speed during high-stakes games.
• How to create in-game experiences that keep fans coming back.

Whether you’re a marketer, a sports enthusiast, or curious about how brands create lasting loyalty, Joey’s insights are not to be missed.