Audrea Laffely — Navigating the customer and buyer journey in today’s digital world
Release Date: 02/09/2023
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info_outlineAudrea Laffely, the VP of Digital Transformation and Innovation at Rocket Software, and marketing executive has over 15 years of both agency and client-side experience. In this episode, Audrea shares her perspective on the customer experience, privacy challenges in the digital age, and the importance of ethical values in a company.
Key Takeaways:
[1:50] Audrea is always prepared and ready to go! She explains how this mindset has helped her throughout her career.
[4:00] What is the difference between the buyer journey and the customer journey?
[8:30] When Audrea first joined Rocket Software, she created a service blueprint so that she could get everyone on the same page.
[10:20] How was Audrea able to bring all stakeholders together to agree on this service blueprint?
[14:00] Not only do you have to learn how to move fast in this industry, but you also have to be good at rallying different departments together.
[17:00] How should marketers balance customer data? How much is too much?
[22:10] Audrea is a NET impact member. What is that and why is it so important for the customer experience?
[23:40] Audrea wants to work for an ethical company and she interviews with companies to double verify that they’re true to their word and values.
[28:00] What department should own the customer experience?
[30:00] Where in the user experience and the user journey should the marketing expertise begin?
[33:45] What should B2B marketers be aware of when executing on a digital strategy?
[35:00] What is keeping Audrea up at night in the B2B marketing world?
[38:45] It’s so important to question the status quo and the real intention of why marketers are creating new pieces of content.
[39:10] Audrea answers some rapid-fire questions!
Mentioned in This Episode:
Leaders Eat Last, by Simon Sinek