#713: Agentic AI that improves the customer experience, with Manisha Powar, Qualtrics
What if the problem isn’t that AI moves too slowly—but that it moves without context, without empathy, and without earning trust? Today we’re going to talk about how Agentic AI is changing that—offering a way to transform experience management from…
#712: Compounding returns on your marketing campaigns with Chris O’Neill, GrowthLoop
Agility requires stacking returning gains faster than the market changes—think compound interest, but for marketing campaigns. Today we’re going to talk about the Compound Marketing Engine, agentic AI, and why “data-driven” still needs greater adoption among leaders. To help me…
#711: Making accessibility a priority with Make Paciello, AudioEye
Most companies obsess over SEO, performance, and conversion rates—but overlook 25% of their audience entirely. Why do so many businesses miss the opportunity to serve users with disabilities, and what are they leaving on the table? Today I’m joined by…
#710: Empowering Employees to Lead Meaningful Change from Within with Steven Malony, CEO of Belkin
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.
#709: The state of CX and the value of hyperpersonalization with Adrian Swinscoe, Punk CX Podcast
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…
#708: How commerce media is changing advertising with Eric Brackmann, Koddi
If you think commerce media is just a buzzword or a trend, think again. It’s reshaping the ad landscape—fueled by AI, first-party data, and sector-specific solutions that leave the legacy one-size-fits-all approach in the dust. What’s coming next? Grocery? Autos?…
#707: Building ROI in the Creator Economy with Brit Starr, CreatorIQ
Today we’re going to talk about the creator economy and how brands like PepsiCo, Unilever, and more are leaning into long-term creator partnerships to drive relevance, resonance, and ultimately, ROI. To help me discuss this topic, I’d like to welcome…
#706: Building more connected digital experiences with Eric Stine, CEO of Sitecore
If the web is no longer one-size-fits-all and instead geared towards segments of one, how do brands avoid creating a thousand disconnected experiences, and manage each experience effectively?
#705: What happens to your KPIs when both CLV and Customer Acquisition Costs rise? With Jamie Domenici, Klaviyo
Agility requires seeing past vanity metrics to the durable value hidden in customer relationships. When customer acquisition costs climb and privacy affects easy targeting, only nimble brands—those that align teams, data, and KPIs around lifetime value—stay ahead. All of this…
#704: Delivering personalization at scale with Yaniv Navot, Mastercard
Today we’re going to talk about personalization maturity, the role of machine learning, deep learning, and generative AI in driving relevance, and how to future-proof your martech stack with open, flexible architectures that enable best-in-class personalization. To help me discuss…
#703: How AI and Deep Learning is affecting advertising with Jaysen Gillespie, RTB House
Agility requires us to constantly evaluate how technology like AI reshapes the relationships between brands and consumers—sometimes for better, sometimes for far more complex. The advertising landscape is shifting under our feet, with new rules, new tech, and frankly, a…
#702: What it takes to keep customers loyal with Anna Convery, Verint
Agility in CX is about answering customers before they finish the thought. If you can’t evolve at that pace, you’re already behind. Today we’re going to talk about what Verint’s brand‑new 2025 State of Customer Experience report tells us about…