#664: Tying CX outcomes to commercial goals with Markus Engel and Linzi Hindle at DHL
Today we will talk about taking customer experience further and tying CX outcomes to commercial goals. To help me discuss this topic, I’d like to welcome Markus Engel, VP CDO Performance Management and Linzi Hindle, Director of Customer Experience at…
#663: AI in retail marketing with Uldis Baumerts, Bryj
Today, we’re joined by Uldis Baumerts, Chief Operating Officer of Bryj Technologies, a leader in driving AI-powered innovations for the retail industry. Uldis has extensive experience in transforming the way businesses approach advertising and customer engagement, making him the perfect…
#662: Making your returns strategy a competitive advantage with Katherine Lehman, ReturnBear
Today, I’m excited to welcome Katherine Lehman, CMO of ReturnBear, a leader in reverse logistics and sustainable returns solutions. At ReturnBear, she’s helping brands turn returns from a logistical headache into a strategic advantage.
#661: Creating a world-class student experience with Mike Milliron, IMG Academy
Today’s guest is Mike Milliron, Chief Operating Officer at IMG Academy Campus. Mike has played a key role in reimagining and transforming the student experience at IMG Academy, aligning student and employee experiences to create a seamless, enriching environment for…
#660: Enabling and accelerating customer experience improvements using AI with Isabelle Zdatny, Qualtrics
We are recording live at Qualtrics X4 in Salt Lake City and seeing and hearing all about how to create and enable amazing customer experiences. Today we’re going to talk …
#659: The current state of the job market with Sue Keith, Landrum Talent Solutions
Today we’re going to talk about the current state of hiring for marketers, and how communication execs are responding to the latest developments in the world while still needing to get their work done. To help me discuss this topic,…
#658: Winning retail by reducing customer frustration with Jean-Christophe Pitié, ContentSquare
If customer acquisition costs are rising and conversion rates are falling, how will your brand survive the next wave of digital disruption—and who’s already getting it right? Today, I’m thrilled to be joined by Jean-Christophe Pitié, Chief Marketing and Partnerships…
#657: Augmenting front-line employees with AI for better experiences, with Fabrice Martin, Medallia
We are here recording live at Medallia Experience at the Wynn in Las Vegas, and have been seeing and hearing some amazing things about how AI can enhance the customer experience as well as enable teams at organizations to create…
#656: Integrating CX and EX to create better customer outcomes with Sasha Fard, Capital One
Companies often separate Customer Experience (CX) and Employee Experience (EX) into different silos, but what if the real key to competitiveness and long-term success is in fusing the two together? How can organizations integrate CX and EX to create better…
#655: AI and Automation in the supply chain with Nick Stuart, RSM
Joining me today is Nick Stuart, US Consumer Products Senior Analyst at RSM, where he focuses on AI and automation’s impact on the retail industry. Nick brings deep expertise in customer experience, supply chain optimization, and workforce efficiency, helping businesses…
#654: Translating research into cross-functional strategic change with Adam Hagerman, Indeed
It’s important to collect customer experience data, but if it’s not driving change across your organization, is it really helping your business? Today we’re going to talk about making meaningful cross-functional change, using CX research and data as a guide.…
#653: Accelerating speed to insights using synthetic feedback with Ali Henriques, Qualtrics
How long would you like to wait to get customer insights? Weeks or minutes? Today we’re going to talk about how increasing the speed to insights can be a game changer for brands, and how synthetic feedback allows rapid testing…