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