#690: Focusing on long-term customer value using next best action with Tine Van Calster, Telenet
Today we are here at PegaWorld 2025 at the MGM Grand in Las Vegas, and we’re going to talk about how Telenet is transforming customer loyalty in a saturated market — not with discounts or gimmicks, but with ethical, AI-driven decisions that prioritize long-term value. To help me discuss…
Intuit Mailchimp unveils powerful new suite of tools to help businesses unlock their customer data
According to research, 71% of surveyed business owners say they’re concerned about customer acquisition Intuit Mailchimp’s latest advancements are helping businesses navigate the challenge with a single-source solution for customer connection, conversion, and growth
Compliance by Design in a Highly Regulated Environment
Compliance by design is a concept that focuses on incorporating compliance measures into the design and development of systems and processes from the very beginning. In the context of healthcare organizations, compliance by design refers to building privacy and data protection into the core of their operations, rather than…
#139 Client Onboarding and The Trust Equation – Part 2 of 2
What’s the secret to building unshakeable trust with your customers—especially when you’re not face-to-face and your product passes through layers before it ever reaches the end user? That question has been top of mind for me, and it’s exactly…
#689: Building a culture of agility with Eugenie Lamprecht, Reka
Agility requires an attention to process and a commitment to continuous improvement. It also requires a culture of agility. Today we’re going to talk about talent in an AI environment, and the critical role that human teams play in an AI environment. To help me discuss this topic, I’d…
Salesforce Ends the Era of ‘Do-Not-Reply’ Marketing with Marketing Cloud Next
Salesforce today announced Marketing Cloud Next, a major evolution of its leading marketing solution—and the end of traditional ‘do-not-reply’ marketing. This isn’t just a product launch; it’s a strategic reframe of marketing itself, powered by autonomous AI agents that act as always-on collaborators. Built natively on the Salesforce Platform,…
AI’s Paradox: Why Human Creativity, Not Just Efficiency, Builds Brand Loyalty
The promise of AI is palpable: A brand manager clicks ‘Generate’ and an AI console delivers five hundred ad variants in under a minute. Such scenes illustrate why the adoption of artificial intelligence in business functions has rapidly accelerated, with a significant increase in firms leveraging AI year-over-year. According…
#13 From Ivy League to Inmate (Part 2): Rashmi Airan’s Journey of Resilience
In this powerful episode of “Worth Knowing,” we explore the remarkable story of Rashmi Airan, a former Ivy League attorney who became Inmate 05121104. For six long months in federal prison, Rashmi faced the harsh realities of incarceration, but it was…
The Customer Experience World Games 2025 with Neal Topf
The CX Goalkeeper Podcast joins the Customer Experience World Games 2025. With the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2025. These are brief interviews that share the experiences of outstanding…
#688: Building a Customer Brain and how it benefits customers and the business with Christian Nelissen, National Australia Bank
Today we are here at PegaWorld 2025 at the MGM Grand in Las Vegas, and we’re going to talk about how National Australia Bank has built what they call a “Customer Brain” — a centralized, intelligent decisioning layer that unifies engagement across service, sales, and relationship-building at scale. To…
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