Shopback’s Carolina Paradas on how retailers are shifting their channel strategies with cashback
Today, we’re going to talk about the shifting economics of customer acquisition and how they are causing many brands to rethink their channel strategy. To help me discuss this topic, I’d like to welcome, Carolina Paradas, GM, North America at…
Moburst CEO Gilad Bechar on winning in the age of AI-driven discovery
Today, we’re going to talk about the significant disruption AI is causing not just to marketing tactics, but to the very foundation of how customers discover and interact with brands. This isn’t about a new channel to manage; it’s about…
Klaviyo CMO Jamie Domenici on moving from AI as a tool to AI as an autonomous agent
Today, we’re going to talk about the shift from AI as a tool to AI as an autonomous agent. We’ll explore how these “agentic” AI systems, which can independently execute complex tasks based on strategic goals, are poised to redefine…
RGP Chief Strategy & Experience Officer Jennifer Jones on the human experience of digital transformation
Today, we’re going to talk about the often-overlooked foundation of successful business transformation: the human experience. We’ll explore why the employee experience isn’t just an HR initiative but a direct driver of customer outcomes, and how designing systems around the…
#860: Resident Expert: Bill Staikos on the CX landscape in 2026
We talked right at the beginning of 2026 as a look back at last year. Now that we’ve had a quarter behind us in 2026, it’s time to talk about how this year is shaping up and what we can…
#859: University of Phoenix Chief Strategy Officer Ruth Veloria on higher education and the workforce of the future
Today, we’re going to talk about the evolution of higher education, specifically how online programs are being redesigned from the ground up to meet the complex needs of working adults. We’ll explore how concepts we often discuss in customer experience—like…
#858: MarketingOps CEO Mike Rizzo on Marketing Operations as a strategic driver of growth
Today, we’re going to talk about how to reframe the marketing operations function from a cost center or tactical execution engine into a strategic driver of growth. And we’ll explore a powerful, and perhaps counterintuitive, way to do it: by…
#857: Tealium’s Zack Wenthe on the hidden challenge of AI-driven commerce
Today, we’re going to talk about the hidden challenge of AI-driven commerce. As major brands roll out compelling shopping experiences on platforms like Google’s Gemini, they risk creating a new data black box. When customer interactions happen inside these AI…
#856: CRMC Keynote Speaker Kaihan Krippendorff on making sure your brand is a disruptor not disrupted
Today, we’re going to talk about the accelerating pace of change being driven by forces like artificial intelligence and digitization. These changes are creating a clear divide in the market, sorting brands into two distinct camps: the “Disruptors” and the…
#855: Fullstory President Jason Wolf on moving from observation to actively assisting digital customers
Today, we’re going to talk about a strategic evolution in digital experience management: moving beyond passively observing user behavior to actively intervening and guiding users toward success, directly within the product. We’ll explore how this shift is being accelerated by…
#854: PGA TOUR’s Zach Carlson on creating an amazing fan experience
Following the recent Qualtrics X4 Summit in Seattle, we’re going to talk about what it takes to engineer a world-class fan experience. We’ll explore how a legacy brand moves beyond the traditional event model to create personalized, memorable moments, and…
#853: Sköna CEO Jenny Sagström on design consistency in high-growth brands
Today, we’re going to talk about why brand and design consistency is often the first casualty of high-growth B2B environments, and paradoxically, one of the most critical assets to protect. We’ll explore how that fragmentation happens, from different teams launching…