Exploring the MarTech & CX Landscape
Marketers love to talk about trust. It’s on their websites, in their taglines, and plastered across their slides. But too often, it’s still just that—talk. Dana Bodine, Vice President of Marketing at Trustpilot, wants to change that. Her mission: to make trust measurable, operational, and actionable.
Greg Melia emphasizes that empathy and curiosity are the foundation of effective customer experience (CX). He believes that organizations must design systems proactively—through tools like journey mapping and predictive analytics—rather than…
The rise of artificial intelligence has opened exciting new avenues for brands to connect with their customers. Yet, amidst the rush to implement the latest AI-driven solutions, it’s crucial to remember that technology should serve human needs, not the other way around. Just because a technology can be implemented, doesn’t mean it should be. AJ Joplin, Senior Analyst at Forrester, emphasizes the importance of human-centered design in creating interfaces that feel intuitive, conversational, and even empathetic. Marketing leaders must resist the urge to treat AI as a “condiment” sprinkled indiscriminately across every customer touchpoint. Instead, a thoughtful approach grounded in deep customer understanding is essential to unlock the true potential of AI.
ModelOp’s new Agentic AI Chat Interface and end-to-end lifecycle automation tools for Agentic AI mark a leapfrog in technology providing enterprises with better control for autonomous innovation.
Today we’re going to talk about how a global company like Belkin empowered its employees to lead a sustainability transformation from within.
To help me discuss this topic, I’d like to welcome Steve Malony, CEO of Belkin.
R Systems International Limited, a global leader in digital product engineering, today announced it is empowering its engineering ecosystem with Cursor, an AI-powered code editor developed by Anysphere. R Systems’ 1,000+ AI-focused engineers plan to embed AI across every phase of the Software Development Lifecycle (SDLC), enabling faster, smarter, and more scalable software development.
What if the secret to building a truly loyal gym membership—or any recurring customer base—starts the moment someone tries to leave? That question struck me while talking with Blair McHaney, a trailblazing fitness industry leader who’s spent…
Let’s explore some key takeaways from a conversation with Stephanie, exploring how brands can leverage AI’s potential while upholding customer trust. We’ll explore the importance of defining clear use cases, respecting privacy personas, and fostering transparency throughout the AI integration process. These principles are crucial not just for avoiding pitfalls, but for truly harnessing the transformative power of agentic AI to build stronger, more meaningful customer relationships.
Agility requires that brands have a fundamental understanding of why they’re doing things, and what customer expectations are, rather than chasing trends and implementing the latest tech. Without this, customer satisfaction will continue to slide, and brands won’t be any closer to knowing what to do to solve for that.
I am here in Edinburgh with my guest today, who has worked with some of the world’s largest brands, written several books, and hosts a great podcast of his own. To talk about a few things today, I’d like to welcome Adrian Swinscoe, Host of the Punk CX Podcast.
Every marketer loves a clean slate—right up until the moment the eraser squeaks across a whiteboard the size of a football field. Spinning out 90,000 employees, $18 billion of revenue, and decades of IBM heritage into a fresh-faced brand qualifies as one of those supersized whiteboards. That was the brief handed to Maria Winans when she became employee #2—and first CMO—of Kyndryl. Her task went far beyond designing a logo; she had to forge a business identity resilient enough to steady enterprise clients’ mission-critical systems yet flexible enough to grow in unpredictable directions.
