Building a successful community is about building a forum where everybody’s development is not just recognized, but nourished. This key principle is what makes the Adobe Experience League such a success. In this episode, Keith Buchanan (@kbuchana), Adobe’s Experience League Community Architect, explores the many key functions a well-run customer engagement community can perform. Check out these resources we mentioned during the podcast: Adobe’s Experience League Adobe Experience League Community Hub To hear more interviews like this one, subscribe to Titans of Customer Engagement on your favorite podcast platform.  Apple Podcasts Spotify Amazon Google Podcasts Stitcher TuneIn Looking for the secrets to creating sensational customer experiences?  Check out the CX Confessions: The Customer Experience Show. Interested in becoming a Titan of Customer Engagement? Learn about what it takes to ascend to Titan status ... View more

Having a community superpower is a great goal — but it’s not an endpoint. Creating a customer engagement platform that runs user groups, events, support, marketing, eLearning, and a community-driven by a growth mindset… that’s the real objective. In this episode, Scott K. Wilder (@skwilderHS), Head of Customer Engagement and Community at HubSpot, discusses evolving a community into a true customer engagement platform. Check out these resources we mentioned during the podcast: Working Backwards by Colin Briar and Bill Carr Hotjar or Crazy Egg To hear more interviews like this one, subscribe to Titans of Customer Engagement on your favorite podcast platform.  Apple Podcasts Spotify Amazon Google Podcasts Stitcher TuneIn Looking for the secrets to creating sensational customer experiences?  Check out the CX Confessions: The Customer Experience Show. Interested in becoming a Titan of Customer Engagement? Learn about what it takes to ascend to Titan status ... View more

  Khoros Autumn Innovation Release So much has changed in the last year. And we’ve been hard at work to change with the rapidly evolving world — especially for the contact center. With this year's Autumn Innovation Release, we’ve made it more painless than ever to build AI-powered chatbots, connect with your peers, create simple and secure interactions, and ultimately build trust with your customers and prospects. As always, we’re really excited about the growth and improvement of our platform. Here are a few of the highlights of an amazing fall innovation launch.   Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, type "Customer Access" into Maia's chatbox. A Chatbot for the Dev Doc Portal  We've added Maia the Khoros chatbot to developer.khoros.com. Read on to learn what this means for you. Autumn Innovation Launch: Embedding ease and trust into every engagement  As part of this year's Autumn Innovation Release, we're focused on empowering digital frontline workers to deliver better customer experiences easily and securely. Marketing Improved Advanced Twitter Metrics This new release makes advanced metrics easier to access, consistent, and more aligned with native analytics. Utilizing Paid Promotion in Khoros Marketing Why bother wasting valuable time and money using native paid campaigns? Time to start seeing actual ROI on your promoted posts. Care Permanent Content Scrubbing for Inbound Filtered Content We’ve added a “Scrub Content” option that enables you to permanently remove selected filtered content from the Khoros system - without the option to recover it later.  Enabling Twitter as a network Route conversations to specific work queues, run analytics to get data about posts with those tags, prioritize, and more. Support for WhatsApp message deletion We’ve added the ability to allow agents to delete individual WhatsApp messages from a conversation. Create and edit personal Response Templates in user profiles We’ve added the ability for agents to create and modify personal response templates directly from their user profile settings. Communities Zoom Integration Overview Find out how Khoros' unique integration with Zoom into our Community Events helps communities recapture some of the great engagement in a world of more virtual events.    Webinars & Events Some event areas are limited to Khoros customers only. If you are a customer and unable to access anything, type "Customer Access" into Maia's chatbox. Upcoming Deflect & Contain: Self-service & Chatbot ROI Nov 16 @ 11am CT Register Today Advanced Communities Webinars: Product Association & Syndication  Nov 11th @ 11am CT Register Today Available On-demand Advanced CX Insights Webinars Watch now Advanced Marketing Product Webinars Watch now Advanced Care Product Webinars Watch now Advanced Communities Product Webinars Watch now Top Engaged Contributors Special thanks to the current Atlas Top Engaged Contributors: @CarolineS, @StanGromer, @JasonHill , @uengel, @PerBonomi,  @MarkAtTruth, @Akenefick, @Andre_Sostizzo, @adriana4u, and @Inactive User! Want a chance to be a part of this elite group? Learn about what it takes to ascend to Titan status ... View more

When you’re building a community, especially online, it’s important to remember to be authentic and responsive. Why? Because B2B marketing actually starts and ends with people. Behind all the goals, tech, and data, helping people talk to each other is the point of building a community. In this episode, Kelly Rigotti (@kellyrigotti), Sr. Director, Digital Marketing at SAP Concur, talks to us about her experience building a digital community. To hear more discussions like this one, subscribe to Titans of Customer Engagement on your favorite podcast platform.  Apple Podcasts Spotify Amazon Google Podcasts Stitcher TuneIn Looking for the secrets to creating sensational customer experiences?  Check out the CX Confessions: The Customer Experience Show. Interested in becoming a Titan of Customer Engagement? Learn about what it takes to ascend to Titan status   ... View more

In this episode, Nate Jaffee (@natepraytell) , Head of Strategy at Praytell, talks to us about customer relationships, customer expectations, and overturning the belief that the customer is always right. True story. By listening to his customer’s conversations, today’s guest not only understood their business better but also scored hundreds of followers on his oceanography Twitter list.  This level of engagement is why learning your customer’s business matters. Hit that subscribe button wherever you listen to your favorite podcasts! Apple Podcasts Spotify Amazon Google Podcasts Stitcher TuneIn Looking for the secrets to creating sensational customer experiences?  Check out the CX Confessions: The Customer Experience Show. Interested in becoming a Titan of Customer Engagement? Learn about what it takes to ascend to Titan status. ... View more