#841: NiCE CMO Michelle Cooper on the most common mistake brands make with AI and CX
Today, we’re going to talk about moving beyond the hype of AI in customer experience. We’ll explore how to ground an AI strategy not in the technology itself, but in the real, human moments that define a brand, and discuss…
#840: Adobe’s Hannah Elsakr on what happens after the hype: operationalizing AI at enterprise scale
Today, we’re going to talk about what happens after the initial hype cycle of generative AI. We’re moving past the novelty of prompting for images and into the far more complex challenge of operationalizing AI at enterprise scale. This isn’t…
#839: Medallia’s Courtney Shealy on moving contact centers from cost center to strategic asset
Today, we’re going to talk about transforming the contact center from a reactive, cost-focused operational hub into a proactive, strategic engine for growth. We’ll explore how to unlock the wealth of insights from customer interactions to drive innovation, create more…
#838: BrandShield CEO Yoav Keren on the dark side of digital engagement
Today, we’re going to talk about the dark side of digital engagement, including the rapidly growing threat of brand impersonation, counterfeit goods, and AI-driven scams that target the customers marketers work so hard to attract. This isn’t just an IT…
#837: Domo Chief Design Officer Chris Willis on what to do about the trust deficit in enterprise AI
Today, we’re going to talk about the growing trust deficit in enterprise AI. While we’re all chasing the speed and convenience automation promises, many leaders are realizing that fast answers are useless—and even dangerous—if you can’t verify or defend the…
#836: Balancing marketing at a global scale with cultural intelligence with Katherine Melchior Ray
Today, we’re going to talk about a critical paradox facing modern marketers: as technology and AI make global expansion seem easier than ever, the risk of cultural missteps and brand damage has never been higher. We’ll explore why cultural intelligence…
#835: Qualtrics’ Jordan Harper on using synthetic panels to get real insight
We are in Seattle at the Qualtrics X4 Summit, and today, we’re going to talk about a fundamental shift in how we gather customer insights. We’ll explore the diminishing returns of traditional research and dive into the potential of synthetic…
#834: Encore CEO Michael Gants on the importance of the paywall experience
Today, we’re going to talk about one of the biggest blind spots in the subscription economy: the paywall. For most apps, this is a binary, all-or-nothing moment where up to 95% of hard-won users say “no” and are effectively treated…
#833: Qualtrics’ Ali Henriques on accelerating the speed to insights with synthetic research
We are in Seattle at the Qualtrics X4 Summit, and today,we’re going to talk about how to overcome the speed to insights bottleneck. We’ll explore a fundamental shift in market research, moving away from slow, traditional cycles and toward a…
#832: Akeneo CEO Romain Fouache on building and maintaining trust while scaling up AI adoption
Today, we’re going to talk about the delicate balance brands must strike in the age of AI. It’s not just about implementing the latest generative AI tools into the shopping experience; it’s about doing so in a way that builds,…
#831: CSG’s Megan Lukitsch on radical simplicity in CX
Today, we’re going to talk about a counterintuitive but powerful idea: that the future of customer experience is not about creating more elaborate experiences, but about radically simplifying them to the point where they become forgettable—in a good way. We’ll…
#830: Design Systems + Systems Thinking: How to Build a Design Language Your Whole Organization Can Actually Use
Today, we’re going to talk about Design Systems and Systems Thinking, and specifically, how to build a design language your whole organization can actually use. We’ll explore why so many design systems fail by focusing on components instead of conviction,…