CX Confessions Podcast: Episode 11 - Reversible CX: Delightful on the Inside & Outside
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, I interview Scott K. Wilder, Head of Customer Engagement and Community at HubSpot, about evolving a community into a true customer engagement platform.
Join us as we discuss:
Scott’s origin story and the construction of HubSpot’s customer engagement platform
What Venn diagrams have to do with customer advocacy
The Academy arm of the customer engagement platform
When culture helps — and when it doesn’t
Growth mindset, content, and group hubs
Check out these resources we mentioned during the podcast:
Article about T-shaped marketer
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 Audible, Spotify, or your preferred podcast platform.
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