If You Called Your Customers, Would They Pick Up? with Erik Nierenberg, CEO of Litmus

CX is crucial—don’t phone it in.
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Erik Nierenberg is the CEO at Litmus. He has more than 20 years of experience with senior roles across sales, marketing, business development, operations, strategy, and product. Prior to Litmus, Erik led teams at Salesforce.com, Lynda.com, and Bain and Company, and was part of the founding team at The Bridgespan Group, a global nonprofit organization. Erik has advised numerous early- and late-stage companies including Datafox (acquired by Oracle), 6Sense, Udemy, Identified (acquired by Workday), and Bitly, where he sits on the Board of Directors. He holds a bachelor’s degree with honors in Economics from Pomona College and a MBA from the Stanford Graduate School of Business.

With the invention of the phone came drama, controversy, and innovation. A phone call went from a trusted source of communication to spam calls that never end. Today, we’re going to learn about how it all started back in the day with Alexander Graham Bell. Call your friends and tell them you’ll be late, because you won’t want to miss this one.

In this episode of Often Imitated, Erik Nierenberg talks about the world of email, and how trust plays a key role between a purchase and an unsubscribe. 

Experience: Trust is earned

Inspiration: The invention of the telephone 

Modern Day Execution: Erik Nierenberg, CEO, Litmus


Three Takeaways

  • Identify your end users, and figure out how they want to be interacted with.
  • The more personalized you can make your outreach, the better your customer’s experiences will be.
  • You earn your customer’s trust by sharing meaningful and individualized content.


Key Quotes

  • “Trust is earned and we have to earn the right to email you by engaging you with something you care about.”
  • “Every piece of email is an extension of your brand.”
  • “The more you can leverage email and at least one other channel in the customer’s journey, the more effective and innovative your marketing team will be.”



Erik Nierenberg LinkedIn




Thanks to our friends 

This podcast is presented by Oracle CX.

Hear more executive perspectives on CX transformation at Oracle.com/cx/perspectives