Thursday, July 18, 2019

A Deep Dive Interview with Stephanie Thum, Chief Advisor, Federal Customer Experience, Qualtrics

Earlier this year SAP acquired Qualtrics and added it to their solution suite in the SAP Customer Experience business unit.  I reached out to the ever brilliant Stephanie Thum at Qualtrics to learn more about Qualtrics, and the value it can bring to both SAP customers and others.  Enjoy!

Kevin: First up, Stephanie, tell us a bit about your background.

Stephanie: I am a Certified Customer Experience Professional (CCXP). I've been with Qualtrics for about a year, but I've been working in customer experience for more than 13 years. I started in customer experience as a customer satisfaction executive at Ernst and Young. That was years ago. I eventually became one of the US federal government's first agency-level customer experience leaders. That was during the [Barack] Obama administration.  At that time the president had a multi agency task force on customer experience and I served as an advisor to that task force. I'm also a founding member of the Customer Experience Professionals Association (CXPA), which is the premier professional association for customer experience professionals around the world. I spent time working as part of the headquarters team as well for CXPA just before I came to Qualtrics last year.

Kevin: How do you define customer experience?

Thursday, July 11, 2019

Deep Dive Interview with FireEye CMO Vasu Jakkal

The following is a condensed and edited version of my face to face interview with Vasu Jakkal, CMO at FireEye.  I love digging deep into the thinking of business leaders, and their words are a constant source of wisdom and insight.  Enjoy the interview!

Kevin: Welcome to Deep Dive!

Vasu: Thank you for having me on the program!  I’m Vasu Jakkal, CMO of FireEye.  I'm an engineer turned marketer. I was born in India where I studied and grew up with an amazing family.  I came to the United States for my education and earned two degrees, engineering and marketing.  I moved into marketing because I really, really believe that marketing has the power to change the world, and to drive compassion, kindness, magic and great storytelling!

I have three kids.  Two human and one fur.

I love sci-fi.  I love Star Trek.  I wanted to be on the Starship Enterprise. Perhaps in my next life.

Kevin: You have spent a great deal of your career in marketing.  What part of your job do you like most?