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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.


Listening on a desktop & can’t see the links? Just search for Titans of Customer Engagement in your favorite podcast player.




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