In 2020 Khoros assembled a Customers for Life / Customer Experience department, a team focused intently on improving users’ experience. My role in Customers for Life focuses on Journey Mapping to understand what our users perceive at each stage of their journey with Khoros.

In late 2020, I interviewed Marketing users on their journey, presented the themes of the feedback internally, and summarized the first wave of actions Khoros took with this feedback. Since then we’ve continued driving improvements and wanted to share the ongoing Khoros initiatives that are rolling out to improve the experience for Marketing users.

• 1. The Titans Have Landed
• 2. Case Portal is Valuable - How Do I Get Access?
• 3. Advanced Education: Webinars

1. The Titans Have Landed

Making connections and learning from your peers is an important part of being a Khoros partner and in these times we need digital connections more than ever. Khoros’ new user recognition program launched in February and is ready to welcome Titans from around the world! Becoming a Titan grants you access to a private Group Hub for product discussions, Zoom Roundtables to network with peers, and new opportunities to take part in Early Access for product features when they become available. 

Check out the qualifying activities (we’re calling them Feats!) to become a Titan. We hope you feel encouraged to engage with Khoros in your preferred way to gain access to Titans - if you’d like to be a part of Titans but aren’t sure you qualify just yet, please reach out to our co-ordinator AryannaK  or I and we can support you on your journey. 

2. Case Portal is Valuable - How Do I Get Access?

The Case Portal is our online Support hub that lives on Atlas where you can raise tickets, escalate cases and view the history of your ongoing Support interactions. Many of you said it improved your Support experience to have everything in one place, so we thought of ways to make it easier for new users to get access to Case Portal. 

Users can already check on and escalate Support cases via Maia, but we went one step further and built a workflow in our bot Maia that allows a new user to configure Case Portal access in one step: Simply open Maia and say “Add Case Portal Access”. They’ll guide you through a short process and you’ll be a convert to the Case Portal in no time. 

3. Advanced Education: Webinars 

We heard that you wanted more guidance and examples of how to use the product and were keen to switch up your learning methods. Step-by-step guides and docs are great to learn the basics, but what about when you want to level up your feature knowledge?  Our teams have been building out deep-dive sessions that give you expert users the inspiration and direction to get the most out of features. 

The Advanced Product Webinar series kicked off this week - be first on the attendee list for the next Marketing webinar by joining the Event Hub here.  

There are even more exciting things in the pipeline but I have been sworn to secrecy for now - please keep an eye on this Marketing blog for updates. I’ll be speaking with more customers this spring and summer about their journeys to understand new opportunities for improvement and gauge the reaction to changes so far. If you’re interested in participating please don’t hesitate to reach out!