#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…
#652: The power of multimodal AI with Dani Yogatama, Reka
Is your organization just jumping on the AI bandwagon, or do you have a solution that will support your company’s needs in the short and long term? Welcome to this episode, brought to you by Reka, a developer of industry-leading,…
#651: AI and in-house creative teams with Jen Rapp, Superside
With AI’s ability to augment in-house creative teams, how does that change the way organizations should approach both their creative strategies and how they evaluate the value of creative as a business function? Today, we’re joined by Jen Rapp, Chief…
#650: Maximizing your ad spend with Matt Wasserlauf, Blockboard
This year, many advertisers – especially retailers — are being asked to do more with less. At the same time they have smaller budgets, they also must contend with an astonishing amount of waste: nearly 2/3 of every ad dollar…
#649: How to look at ROAS with Mitsu Kikuchi and Rocco Baldasarre of Shirofune
In digital advertising, are we chasing the wrong metrics? While short-term ROAS might look impressive, are we missing the bigger picture—whether those customers actually return? What happens when we shift our focus to Lifetime ROAS instead? Today, I’m joined by…
#648: Breaking down silos between paid and organic search with Matt Shenton, Croud
Retailers are constantly shifting budgets between paid search and SEO—but are they missing opportunities by treating them as separate silos? In 2025, with search evolving faster than ever, the real question isn’t “which channel is better?”—it’s “how can they work…
#647: Achieving retail media success with Ben Dutter, Power Digital
Retail media plays a critical role, but are advertisers wasting money without realizing it? Many brands are spending big on retail media ads—but how many of those customers would have bought the product anyway? Today, I’m joined by Ben Dutter,…