#485: A winning first-party data strategy with Heidi Bullock, CMO, Tealium
In an increasingly data-driven world, modern brands have been forced to adapt to keep pace with the changes in the market, including one of the most significant areas of focus – which is customer data management. There are several reasons…
484: #484: What it takes to be a category-leading CX brand, with Joe Tyrrell, CEO of Medallia
We are here at Medallia Experience 2024 at the Wynn in Las Vegas and there’s a lot of exciting announcements we’ve been seeing, plus a chance to hear from leaders at Medallia – like my guest today – as well…
483: #483: Omnichannel and the future of retail with Kristin Schoenstein and Elizabeth Robillard, eTail Palm Springs
eTail West in Palm Springs, CA is coming up in a few weeks and I’m excited to be attending as well as moderating a panel there. To get ready for the event, I have invited the two event directors here…
482: #482: Making phone conversations with customer count, with Ryan Johnson, CallRail
As marketers, there is a lot to keep up with. From trends like generative AI to platforms and methods, and new channels popping up, there is always more to learn. So much so that some of the time-tested, tried and…
481: #481: Customer journey management with Stacy Sherman, Doing CX Right
As the voice of the customer becomes increasingly important in driving business success, companies are recognizing the need to optimize and personalize every touchpoint along the customer journey. From initial awareness and consideration to purchase…
480: #480: Search and the Customer Experience, with David Ting, Zenni Optical
Recently, Zenni Optical, the world’s leading online eyewear retailer with more than 50 million frames sold worldwide, chose the Algolia AI Search platform to improve its customer experience and elevate its position as a leading destination for online…
479: #479: Left-brain/Right-brain AI with Peter van der Putten, Director AI Lab at Pega
Today we’re going to talk about the ethical use of AI, and how the concept of left-brain/right-brain AI can give businesses the best of all things, by helping them to create great customer experiences that are valuable to the business,…
#478: When is headless the right (or wrong) idea? with Liz Spranzani, CTO at Verndale
There is a lot of talk about headless, composable, MACH, and the like these days. And I can say from personal experience that there are many instances where they are the perfect fit. But, as with any technology solution, it’s…
477: #477: Gen AI in the E-commerce Experience with Bernadette Nixon, Algolia
Algolia, the world’s only end-to-end AI Search and Discovery platform, powering over 1.75 trillion search requests a year, has made some exciting announcements hear at the NRF show. Today we’re going to talk about two of these announcements, and…
476: #476: Digital experiences in physical retail with Sarah Jarvis, Eagle Eye Solutions
Eagle Eye have recently released their new retail marketing book, Omnichannel Retail: How to Build Winning Stores in a Digital World and in it there are a number of insights about the state of retail marketing. Today we’re going to…
475: #475: Customer lifetime value for the win, with Neil Hoyne, Chief Strategist at Google
Today we’re going to talk about building better customer relationships while optimizing the customer lifetime value, to the benefit of both customers and brands. To help me discuss this topic, I’d like to welcome Neil Hoyne, Chief Strategist at…
474: #474: Increasing speed to improve CX with Doug Rubingh, Sinch MessageMedia
Recent consumer research by Sinch MessageMedia showed that 32% of customers expect an immediate response when they contact your business, and many brands are simply not equipped to handle that at scale. Today we’re going to talk about the importance…