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

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.The FINITE Podcast is sponsored by Clarity, a full-service digital marketing and communications agency. Through ideas, influence and impact, Clarity empowers visionary technology companies to change the world for the better.