Audrea Laffely — Navigating the customer and buyer journey in today’s digital world

Audrea Laffely, the VP of Digital Transformation and Innovation at Rocket Software, and marketing executive has over 15 years of both agency and client-side experience. In this episode, Audrea shares her perspective on the customer experience, privacy challenges in the digital age, and the importance of ethical values in a company.

Key Takeaways:

[1:50] Audrea is always prepared and ready to go! She explains how this mindset has helped her throughout her career.

[4:00] What is the difference between the buyer journey and the customer journey?

[8:30] When Audrea first joined Rocket Software, she created a service blueprint so that she could get everyone on the same page.

[10:20] How was Audrea able to bring all stakeholders together to agree on this service blueprint?

[14:00] Not only do you have to learn how to move fast in this industry, but you also have to be good at rallying different departments together.

[17:00] How should marketers balance customer data? How much is too much?

[22:10] Audrea is a NET impact member. What is that and why is it so important for the customer experience?

[23:40] Audrea wants to work for an ethical company and she interviews with companies to double verify that they’re true to their word and values.

[28:00] What department should own the customer experience?

[30:00] Where in the user experience and the user journey should the marketing expertise begin?

[33:45] What should B2B marketers be aware of when executing on a digital strategy?

[35:00] What is keeping Audrea up at night in the B2B marketing world?

[38:45] It’s so important to question the status quo and the real intention of why marketers are creating new pieces of content.

[39:10] Audrea answers some rapid-fire questions!

Mentioned in This Episode:

Demandspring.com

Pamdidner.com

Carlos on LinkedIn

Pam on LinkedIn

Leaders Eat Last, by Simon Sinek

Atomic Habits, by James Clear