#172 - Scaling a Brand Through Cross-Functional Alignment with Mika Yamamoto, Chief Customer and Marketing Officer at Freshworks

Episode notes

For years, B2B leaders have preached the importance of breaking down organisational silos, yet true cross-functional alignment remains elusive for many. How do you move beyond theoretical collaboration to create a genuinely seamless customer experience where product, marketing, sales, and support all speak the same language? In this episode, we're joined by Mika Yamamoto , Chief Customer and Marketing Officer at Freshworks , who oversees a diverse organization of 1,200 employees. Drawing on her extensive experience at tech giants like Microsoft, Amazon, and Adobe, Mika shares the blueprint behind Freshworks' transformative "uncomplicate" movement . Discover how Freshworks uses this simple North Star to reduce friction across the entire customer journey. Tune in to learn: Why cross-functionality is essential to capitalize on innovations like AI search. Tactics for building a shared "source code" for brand messaging across technical and commercial teams. How to overcome the challenge of unlearning siloed behaviors and fostering a culture of mutual success. Proof points for measuring the impact of alignment on customer satisfaction and employee engagement.

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