Season 1 - #19 Chris Koehler, CMO, Box

In this episode, we sit down with Chris Kohler, CMO of Box and former Adobe colleague, to discuss how the modern workplace is evolving and the critical role of customer experience in today’s B2B marketing. Chris brings insights from his 15+ years of experience in marketing, customer success, and product management, offering a fresh perspective on how businesses can thrive in a post-pandemic world. We explore how companies like Box are navigating the shift to remote work, the acceleration of digital transformation, and the importance of customer-centric marketing strategies.

Key Takeaways:

1. Customer Experience First: Chris emphasizes that businesses need to prioritize customer experience, moving beyond just product features.
2. Self-Service and Technology: To enhance the customer journey, Box focuses on creating seamless self-service experiences, integrating advanced technologies like chatbots for immediate support.
3. Remote Work and Hybrid Models: The pandemic has accelerated remote work, and Chris foresees a future where companies adopt hybrid models with both in-office and remote collaboration hubs.
4. Communication and Empathy: Over-communication and empathy are essential in navigating a remote work environment, as employees juggle personal and professional challenges.
5. Digital Events and Marketing: The future of marketing lies in leveraging digital platforms for events and conferences, shifting away from costly in-person gatherings to more scalable digital experiences.

Chapters:

• 0:00 – Introduction: Meet Chris Kohler, CMO at Box
• 1:20 – The Evolution of Customer Experience in B2B Marketing
• 3:30 – Box’s Strategy for Connecting with Customers
• 6:00 – The Role of Self-Service in Customer Support
• 9:10 – Remote Work Transformation at Box
• 13:00 – The Impact of Video in Remote Collaboration
• 17:30 – Tips for Effective Leadership in a Remote Work Environment
• 20:50 – Focus on Customer Success During Uncertain Times
• 26:00 – Predictions for the Modern Workplace
• 29:00 – The Future of Digital Events in Marketing
• 31:40 – Closing Thoughts and Final Insights