CX Nexus Podcast

This episode of the CX Nexus podcast features co-hosts Nicole Saunders and Chris Detzel discussing the impact of artificial intelligence (AI) on community management and customer experience. Here's a detailed description of the episode's content:

1. Introduction and Context:
   - Both hosts are about six weeks into new jobs, providing fresh perspectives on their roles.
   - Chris has been thinking a lot abo...

This podcast episode of CX Nexus features hosts Nicole Saunders and Chris Detzel discussing the intersection of community management and sales strategies, particularly focusing on how community professionals can integrate their work with sales plays. Here's a detailed description of the episode:

1. Introduction to the topic: 
   • The hosts introduce the challenge many community leaders face in connecting their work to the rest ...

In this enlightening episode of CXNexus, hosts Nicole Saunders and Chris Detzel share their recent experiences transitioning to new roles in the customer experience and community management space. Both having just made significant career moves, they offer valuable insights and practical advice for professionals navigating job changes in the tech industry.

Nicole discusses her move from Zendesk, where she spent seven and a half years...

In this episode of CX Nexus, hosts Nicole Saunders and Chris Detzel are joined by Luke Austin, Director of Analytics and Insights at Reltio, to delve into the critical role of data analytics in modern marketing and sales strategies. Luke provides an in-depth explanation of essential concepts such as pipeline and bookings, and how these metrics are vital for predicting business performance and setting revenue targets.

The discussion ...

This episode explores the interconnections between various aspects of the customer experience and emphasizes the importance of breaking down organizational silos to deliver better outcomes for customers and businesses alike.

The discussion revolves around strategies for expanding revenue within existing customer accounts through cross-selling and upselling. The guest, Jay Nathan, Chief Operating Officer at Churnkey, shares insights ...

This podcast episode of CX Nexus features hosts Nicole Saunders and Chris Detzel discussing the intricacies of planning and executing successful business events, particularly in the context of customer experience and community building. The episode provides a comprehensive overview of event management, drawing from Chris's recent experience organizing a customer event for his company.

Key points covered in the episode include:

1. Se...

CX Nexus" features hosts Nicole Saunders and Chris Detzel discussing the integration of community efforts with sales and marketing strategies in their respective companies, Reltio and Zendesk. They explore how community engagement can drive business growth through targeted strategies like ABX (account-based experience) and expansion opportunities. 

The conversation highlights the importance of aligning community activities with...

In the debut episode of "CX Nexus," hosts Nicole and Chris warmly welcome their audience into the fold of an innovative podcast series dedicated to exploring the intricate world of customer experience (CX) and its pivotal role in business success. Nicole, with her profound background as the director of community at Zendesk, brings to the table a wealth of knowledge gleaned from her extensive experience in community management acros...

As the year comes to an end, Chris and Nicole discuss best practices for community professionals to reflect on their accomplishments, communicate value to stakeholders, and set goals for the new year.

Key topics covered:

• The importance of end-of-year reporting to benchmark progress, justify budget/resources, and set goals. Nicole explains how quantifying community ROI helps secure leadership support.
• Conducting quarterly reviews t...

In this episode of Peers Over Beers, Christopher Detzel interviews Nicole Saunders, Senior Manager of Global Community Programs at Zendesk, about Zendesk's user group program.

Nicole explains how the user group program got started based on feedback from Zendesk customers who wanted more opportunities to connect with each other. The goal of the program is to drive customer retention by building meaningful relationships between Zendes...

This podcast episode is a discussion between Christopher Detzel and Nicole Saunders, two community professionals, about trends, strategies, and best practices for community management in 2024.

Some of the main topics covered include:

• How community teams are adapting to doing more with smaller teams by prioritizing programs, leveraging cross-functional partnerships, and using technology like AI.
• Strategies for consistently engaging...

In this episode of Peers Over Beers, hosts Chris Detzel and Nicole Saunders are joined by special guest Jono Bacon, an expert in building online communities, to discuss how artificial intelligence and new technologies like large language models will impact the future of community building.

They explore how AI chatbots may take over some routine community management tasks like answering common support questions, allowing community ma...

Partnerships play a critical role in building successful online communities. But how can you effectively engage partners without them simply using your community as a marketing channel? In this episode, hosts Chris Detzel and Nicole Saunders dive into creative tactics for leveraging partners as community advocates.

Drawing from their extensive expertise running online communities, Chris and Nicole discuss the value partners can brin...

In this episode, Christopher and Nicole discuss the idea that community exists everywhere, not just on a company's own branded community platform. They talk about how community management is evolving to be more cross-functional, with community professionals embedding in other teams like social media and customer success. Inspired by FeverBee: The ‘Community Everywhere’ Era Has Arrived: Don’t Waste This Opportunity

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In this episode of Peers over Beers, Nicole Saunders and Christopher Detzel have an insightful discussion about building relationships between community and customer success teams in order to drive greater customer engagement. They discuss tactics for integrating community into the customer journey from the outset, including onboarding new customers to the community. They also talk about creating aligned goals and metrics to demons...

"Peers Over Beers," hosted by seasoned community experts Chris Detzel and Nicole Saunders, is a podcast that dives deep into the world of online communities. In this particular episode, the duo explores the challenging topic of navigating change and maintaining stability as a community manager amidst management turnover and significant organizational changes.

Nicole opens up about her experiences at various startups and at Zendesk, ...

Welcome to this in-depth analysis of the podcast "Peers over Beers," hosted by two seasoned professionals, Nicole Saunders and Christopher Detzel. The engaging discourse revolves around the transformative role and significance of community in today's organizations, offering invaluable insights and perspectives for both veterans and newcomers in the field of community management.

• Understanding the Community Role
• Community Integrat...

In this insightful episode of "Peers Over Beers", Christopher Detzel converses with Nicole Saunders from Zendesk about community building and user group management in a business setting. The episode commences with a light-hearted discussion about personal exercise routines in the summer before shifting gears to Nicole's extensive experience in fostering communities at Zendesk.

Nicole outlines her journey from managing Q&A to...

This podcast originated and is a copy from Data Hurdles episode Leveraging Online Communities for Business Growth: Insights from Burke and Detzel. 

In their conversation, Michael Burke and Chris Detzel explore the crucial role online communities play in the modern digital business environment. Detzel, an expert in building these communities, outlines how they offer spaces for users to connect, collaborate, and resolve pro...