In this episode, Joe sits down with Scott Morris, VP of Integrated Marketing at Zendesk, to explore the evolving role of marketing in customer experience (CX). With a career spanning Adobe, Zendesk, and some of the most transformative shifts in SaaS, Scott shares insights on:

🔹 How Zendesk is reshaping customer support and engagement
🔹 The DNA of a great customer experience and where marketing fits in
🔹 The challenge of personalization without being creepy
🔹 Why video and async communication are changing customer interactions
🔹 Lessons in leadership during a year of massive change
🔹 How brands can differentiate beyond product offerings

Scott also reflects on his time at Adobe, launching Creative Cloud, and handling customer resistance to major business model shifts. Plus, he shares how Zendesk is simplifying digital-first marketing at scale and what the future of CX looks like.

🎧 Tune in for a deep dive into customer experience, marketing innovation, and leadership!

Episode Chapters & Timestamps:

📌 [0:01] - Intro & Scott’s background at Zendesk & Adobe
📌 [3:28] - The shift to subscription: Lessons from launching Adobe Creative Cloud
📌 [6:07] - What makes a great customer experience?
📌 [9:03] - The importance of post-purchase experience & customer success
📌 [12:04] - How Zendesk helps businesses create better customer interactions
📌 [18:33] - The rise of async video & real-time chat in customer service
📌 [22:53] - Leadership in a time of crisis: Lessons from 2020 and beyond
📌 [28:08] - The future of marketing & customer experience trends

Season 1 - #28 Scott Morris - VP of Zendesk