Jamie Domenici, CMO of Klaviyo, joins us to discuss why customer experience has become one of the most powerful drivers of growth. Drawing on lessons from nearly a decade at Salesforce and her experience joining Klaviyo just months before its IPO, Jamie shares how great brands create loyalty by obsessing over the customer.
We explore what marketers can learn from customer success teams, why events like Dreamforce are so memorable, and how Klaviyo has repositioned itself while building a competitive moat in an increasingly crowded market.
Jamie also shares her views on AI, the future workforce, the skills tomorrow's CMOs will need, and the difference between good marketing leaders and truly great ones.
Timestamps
00:00 - Start
01:05 - Jamie’s strange first job
02:26 - Best and worst customer experiences
05:56 - The power of a good customer experience
08:45 - Marketing lessons from customer success
11:48 - Marketing lessons from 10 years at Salesforce
13:05 - Why Dreamforce was a great example of good customer experience
14:46 - The key to a great keynote
21:56 - Joining Klaviyo just months before an IPO
24:28 - Repositioning a company
25:45 - How does B2C differ to B2B when it comes to CRM?
28:41 - How Klaviyo are building their moat
30:51 - Where is AI going to have the biggest impact?
32:19 - How are Klaviyo using AI in their product?
34:14 - How AI is going to change the workforce
35:42 - What skills will future CMOs be hiring for?
37:31 - The difference between a good CMO and a great CMO
39:17 - Why Klaviyo invest a lot in events
40:52 - The best advice Jamie has ever received