My Courses
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Sinch: The New Standard: AI-Powered Conversational Messaging Transforms Peak Season CX
New data from Sinch highlights a significant acceleration in the adoption of AI-powered conversational messaging, particularly during high-stakes periods like Black Friday. This shift indicates that richer, interactive communication channels are no longer optional but are becoming a fundamental component of effective customer experience strategies.
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AI-powered conversational messaging drives global Black Friday momentum, Sinch data shows
Early global platform data from Sinch (Sinch AB publ) shows that Black Friday on November 28 triggered a clear shift toward richer, AI-powered conversational messaging formats.
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#780: Third-party partner experience and security with Haider Iqbal, Thales
Today, we’re going to talk about a critical, yet often overlooked, aspect of brand agility: the digital experience we provide to our third-party partners. From marketing agencies to technology vendors, these relationships are essential, but the very processes meant to enable them—like onboarding and system access—can often be the source of massive friction, security risks,…
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Expert Mode: Preparing for Your Next Customer—The AI Agent
We are on the cusp of an era where our carefully crafted brand messages, sophisticated user experiences, and multi-million dollar campaigns may be interpreted not by a person, but by a machine. This is the world of agentic commerce, where consumers deploy their own AI agents to research, negotiate, and purchase on their behalf.
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#779: Denodo CMO Ravi Shankar on why good data is critical to AI success
While everyone focuses on the glamour of AI models and algorithms, the reality is that most enterprise initiatives stall or fail at the data layer. We’ll be discussing why even modern data warehouses can create new roadblocks, and how a different approach to data management can make your enterprise data truly AI-ready. To help me…
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Expert Mode: AI’s Role in De-Risking the Enterprise and Unlocking True Agility
In the modern enterprise, “agility” is a term that has been discussed to the point of exhaustion. We all strive for it, build teams around it, and invest in technology to enable it. Yet, for many in leadership, particularly those overseeing vast, multi-year initiatives, true agility remains elusive.
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#19: Five Ways to Power Up Your Dreams: Lessons from a Mother-Daughter PR Dynasty
From hot pink power suits to pandemic pivots, Suzi McCoy and Katie Dubow have built more than a PR firm—they’ve grown a legacy. As the mother-daughter team behind Garden Media …
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#778: Intuit Mailchimp’s Diana Williams on moving from fragmentation to holiday sales success
We’ll explore the challenge of turning fragmented customer data from online browsing, email clicks, and even in-store visits into a cohesive strategy that drives precision-targeted campaigns, creates loyal customers, and, most importantly, delivers measurable ROI in a complex, multi-channel world. To help me discuss this topic, I’d like to welcome, Diana Williams, VP of Product…
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Verndale Acquires Fishtank to Create North America’s Leading SitecoreAI Experience Practice
Verndale and Fishtank combine 14 Sitecore MVPs and award-winning expertise to help brands navigate the AI era with confidence.
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Salesforce Cyber Monday Recap: AI Transforms Digital Commerce and Customer Experience
The 2025 Cyber Week period marked a significant shift in digital commerce, demonstrating robust online sales growth and underscoring the transformative impact of artificial intelligence (AI) across both sales and customer service. Global online sales reached $336.6 billion for Cyber Week and $53 billion on Cyber Monday, representing 7% year-over-year growth in both instances (Salesforce…
