Kirsten Newbold-Knipp (CEO at Ask Nicely) on Transforming Customer Experience Through Empathy and Technology

04/16/24 • 35 min

Kirsten Newbold-Knipp, CEO of AskNicely, shares her career journey to becoming a CEO. Starting her career in hospitality, Kirsten's focus on customer experience paved the way for her transition into the tech industry, eventually leading to leadership roles at high-profile companies such as HubSpot. Kirsten shares insights on navigating the transition to tech, demonstrating the value of marketing leaders in executive roles, and the importance of data-informed decision-making. She emphasizes the power of customer feedback in shaping a company's services and the significance of being customer-centric in leadership positions. Kirsten's narrative provides valuable advice on career development, the importance of tackling significant problems, and fostering a culture of accountability and feedback within organizations. The discussion also touches on Kirsten's initiatives at AskNicely and how the company leverages customer feedback to drive improvement and growth.

(00:53) Kirsten's Journey from Hospitality to Marketing Excellence
(03:33) The Leap into Tech: A Serendipitous Transition
(06:51) From Product Management to Marketing Leadership
(08:33) Startup Adventures and Learning at HubSpot
(10:12) Insights from a Stint at Gartner
(13:13) Embracing the CMO Role and Eyeing the CEO Position
(16:04) Career Advice: Solving Bigger Problems for Growth
(18:46) Building Effective Teams in Fast-Growing Companies
(19:12) Enhancing Communication and Collaboration
(21:04) Exploring AskNicely's Impact and Initiatives
(25:34) Personal Growth and Leadership as CEO
(27:20) Engaging Customers in Company Development
(28:39) Cultivating a Culture of Accountability and Feedback

Stay tuned through the end of the show (33:31) to learn:

What type of furry critter was walking around Kirsten’s office during our recording.
Who Kirsten thinks we should interview next.

Featuring:

Kirsten Newbold-Knipp (LinkedIn)

Sunny Manivannan (LinkedIn, Twitter)

Tune in:

Apple Podcasts

Spotify

04/16/24 • 35 min

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