My Courses
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#249: Fans favorite: Leading a Human-Centric Digital Transformation
In this episode, we deep dive into what digital transformation truly means. Roy emphasizes that it’s not just about technology; it’s about reimagining both the work and the ways of working to produce a customer-centric business transformation. He…
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Expert Mode: Why Inventory Is the Real CX Problem—and AI Might Be the Fix
Marketers spend millions perfecting pre-purchase experiences—polished campaigns, seamless checkouts, personalized offers. But Riikka Söderlund has a blunt message: if your inventory strategy isn’t just as polished, none of it matters. As Chief Operating Officer at Katana Cloud Inventory, she sees daily how post-purchase chaos—delays, stockouts, and returns—undermines even the most sophisticated brand strategies.
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Adeptia Announces Self-Managed & Hybrid Data Automation Deployment
Leader in intelligent data automation™ offers self-managed and hybrid cloud deployment, providing unparalleled enterprise-grade security and operational simplicity, helping organizations meet stringent compliance requirements
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CustomerThink: Using customer journey orchestration to create memorable moments
This article was written by Greg Kihlström for CustomerThink. Simply offering a high-quality product or service is no longer enough to set your business apart from the rest. In fact, according to Salesforce, almost 90% of customers value the experience of buying and using a product or service as much or more than the product…
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#703: How AI and Deep Learning is affecting advertising with Jaysen Gillespie, RTB House
Agility requires us to constantly evaluate how technology like AI reshapes the relationships between brands and consumers—sometimes for better, sometimes for far more complex. The advertising landscape is shifting under our feet, with new rules, new tech, and frankly, a lot of new guesswork. Today we’re going to talk about how Deep Learning and AI…
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CallRail Debuts Conversion Signals to Improve Ad Targeting
New AI-powered capability from CallRail helps marketers generate more leads that convert
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#143 The Bravery Effect: Lessons from a Marine and Leadership Expert
What if the very thing holding you and your team back from success isn’t a lack of skills or resources—but fear itself? How could learning to face what’s uncomfortable actually unlock your best results, greater job satisfaction, and even more…
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The Loyalty Paradox—Why Helping Customers Spend Less Increases Their Lifetime Value
Marketing leaders talk a big game about “customer-centricity,” but too often that phrase is code for “sell harder with friendlier emojis.” In Belgium’s hyper-competitive telco market, Telenet turned that trope on its head. Instead of nudging customers to upgrade, the company built a program that sometimes recommends downgrades—on purpose. The result? More loyalty, stronger brand…
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#702: What it takes to keep customers loyal with Anna Convery, Verint
Agility in CX is about answering customers before they finish the thought. If you can’t evolve at that pace, you’re already behind. Today we’re going to talk about what Verint’s brand‑new 2025 State of Customer Experience report tells us about loyalty, automation, and the thin line between keeping and losing a customer. To help me…
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Auxia Announces New AI Analyst Agent to Help Marketing Teams Convert Campaign Data Into Revenue Insights
Auxia, the first Agentic Customer Journey Orchestration Platform, today announced major advancements to its Analyst Agent, enabling marketing teams to discover revenue-driving insights from their campaigns through natural language conversations that happen in real-time.
