A Delightfully Simple Customer Experience with Carol Carpenter, CMO at VMWare

This episode features an interview with Carol Carpenter, CMO at
VMware. In this episode, Carol talks about understanding your end
user, how CX encompasses what customers see, think and feel, and
how to enable customer success through a delightfully simple
experience.


Quotes


*”I define customer experience here at VMware as what do we make
our customers see, think and feel? What do they see, think, and
feel as they experience the company, our products, our people,
our support? How do they feel in that entire realm of experience?
And that's why customer experience is much more than just a
function.”


*”We're in a multi-cloud world. 70 to 80% of businesses are using
more than one cloud. As a company, part of our brand promise here
at VMware is we're going to simplify and help you decomplexify
all the things you need to do across your application and
infrastructure stack. It's pretty complicated when you have
multiple clouds, you have multiple solutions. And our goal was to
be the Switzerland, and frankly, the connectivity to help
companies transform and move to the cloud and take advantage of
all the cloud offers. So long way of saying that at VMware, we're
looking for, how do we create the simplification? How do we make
it so that customers have the security, the management, the
resiliency, and the ability to move fast?”


*”At VMware, we're really committed to communities. A lot of
people don't realize we actually have several open source
projects. We have the founders of Kubernetes as part of our team.
So we believe in the communities and the bottoms up approach, and
that's a different type of experience and engagement that's
required. So that's also an area where, as CMO, I have some
influence and work with those teams pretty closely. Cause you
can't market to those communities. You need to engage with them.”


Time Stamps


*[3:13] Carol’s journey to CMO at VMWare


*[12:08] How to stay ahead of the curve on CX


*[15:30] Partnering with customers to drive innovation


*[22:17] Advice for navigating change as a leader


*[27:07] Deciding what CX initiatives to pursue


*[28:29] Building trust with customers


*[30:25] Getting a 360° view of your CX


*[40:38] Predicting the future of CX


Bio


Carol Carpenter joined VMware in June 2020 as Chief Marketing
Officer. As CMO, Carol is responsible for leading all aspects of
the Global Marketing organization, which includes Corporate
Marketing, Partner, Segment and Field Marketing. She brings to
the role more than 25 years of technology sector experience. Most
recently, she was Vice President, Product Marketing at Google
Cloud.


Thank you to our friends


This episode is brought to you by IBM. If you are responsible
for Customer Experience, they've created a White Paper just for
you. In the CX North Star Report, you can learn more about how to
activate your CX vision. Download it here


Links:


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