#698: Staying customer-centric in the race to adopt agentic AI with Stephanie Liu, Forrester
If your AI roadmap doesn’t include your customer, is it really a roadmap—or just a bridge to nowhere? Agility requires remembering who pays the bills: the customer. When shiny new tech shows up, it’s tempting to sprint after it—often leaving…
#697: Building the total experience for customers with AJ Joplin, Forrester
Does your AI-based interface talk to customers the way a real person would or is it tech for tech’s sake? We are here at Forrester CX Summit North America 2025 …
#696: The network effect on CX of AI plus employees with Jay Pattisall, Forrester
Agility isn’t about adding more tech; it’s about multiplying human impact. Today we’re exploring the network effect of AI and how it helps employees create powerful experiences with Jay Pattisall, VP & Principal Analyst at Forrester.
#695: Why Trust Is a Strategy, Not a Sentiment with Dana Bodine, Trustpilot
If nearly half of consumers spend more with brands they trust, why aren’t more companies making trust a core business strategy instead of just a tagline? To help me explore this question, I’m joined by Dana Bodine, U.S. Vice President…
#694: What’s your plan for Q5 this year, with Xavier de Baillenx from Ramdam
While most marketers are winding down, savvy brands are doubling down—tapping into the “Q5” period between Christmas and early January, when ad prices drop, engagement spikes, and consumers are laser-focused on their New Year goals. Today we’re digging into how…
#693: Optimizing the post-click customer experience with Riikka Söderlund, Katana Cloud Inventory
In the era of one-click checkouts, Prime delivery expectations, and endless online channels, brands are pouring millions into customer acquisition—only to lose customers post-purchase. Why? Because they can’t deliver what they just sold. I’m excited to welcome back Riikka Söderlund,…
#692: The lifetime value of milliseconds in the customer experience with Jaxon Repp, Harper
If you could speed up every digital interaction your customers have with your brand by a full second, what would that be worth to your business? Today we’re going to talk about how even seemingly minor improvements in speed and…
#691: Gaining agility and results with composable CMS, with Mark Wheeler from Storyblok
When speed and agility are everything, most marketing teams are still stuck in the slow lane—waiting on developers to publish updates, launch campaigns, or even fix a typo. Sound familiar? Today’s guest says it’s time for marketers to take the…
#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…
#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…
#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…
#687: Customer Experience Design using Generative AI, with Tara DeZao, Pega
Today we are here at PegaWorld 2025 at the MGM Grand in Las Vegas, and we’re exploring how Generative AI-powered prototyping can help organizations visualize and refine the full customer journey before it’s built — and why tools like Pega’s…