461: #461: Raising the stakes of stakeholder design with Curt Schreiber, VSA Partners
One of the biggest challenges business leaders face today is managing multiple stakeholders. For the past half-century, most CEOs have simply sought to please board members and shareholders, with less regard to other stakeholders like employees,…
460: #460: Retention in an Omnichannel World with Ann Fellman, Bloomerang
Today we’re going to talk about a topic we don’t talk about much on this show – nonprofits, and more specifically since it’s December, end of year giving. If you’re like me, you’re probably currently being inundated with calls to…
459: #459: Product leaders and the customer experience with Jess Keeney, Duck Creek Technologies
Today we’re going to talk about the role of product leaders in shaping the customer experience, and how continuous learning and continuous improvement help build great product teams. To help me discuss this topic, I’d like to welcome Jess Keeney,…
458: #458: Demystifying CX Governance with Sami Nuwar
Today we’re going to talk about demystifying CX governance, what exactly we mean by “governance,” as well as the components that make it truly work for an organization—and their customers. To help me discuss this topic, I’d like to welcome…
457: #457: Building a culture of experiementation, with Kirsty Dawe, Webeo
Today we’re going to talk about building a culture of experimentation and how it can benefit B2B brands. To help me discuss this topic, I’d like to welcome Kirsty Dawe, CEO at Webeo. RESOURCES PartnerHero: to waive set up fees,…
456: #456: Using cloud communications while optimizing the customer experience with Patrick Sheehan, Intermedia
Today we’re going to talk about ‘the reseller advantage’ and how to modernize businesses by using cloud communications, without compromising customer relationships. To help me discuss this topic, I’d like to welcome Patrick Sheehan, Intermedia’s…
455: #455: Successful Outsourcing with Sarah Ellenberg, PartnerHero
Today we’re going to talk about successful BPO, or Business Process Outsourcing, and what the enterprise can to do make it a win-win for the business and customers. To help me discuss this topic, I’d like to welcome Sarah Ellenberg,…
454: #454: Reskilling & upskilling for Generative AI with Michelle Boockoff-Bajdek, Skillsoft
In the ever-evolving landscape of work, where AI permeates our daily routines, it is imperative for teams at every company, including marketers, to embrace technology like AI in order to thrive and maintain a competitive edge. By understanding and…
453: #453: AI for Localization and Personalization with Stephanie Shreve, PowerChord
Today we’re going to talk about Localization, Personalization, and AI, and how using these methods and tools well can increase ROI and improve the multi-channel customer experience. To help me discuss this topic, I’d like to welcome Stephanie…
452: #452: Enhancing E-commerce with AI with Sean Mullaney, Algolia
Today we’re going to talk about enhancing E-commerce with AI by improving personalization, relevance, and the overall customer experience. To help me discuss this topic, I’d like to welcome Sean Mullaney, a former Stripe and Google Executive, who…
451: #451: The Post Cookie World and CX with Carl White, Nano Interactive
Nano Interactive’s recent data showed that 70% of UK consumers now regularly hide their personal data when online, and as the Government pushes through both its Data Protection and Digital Information Bill and its Online Safety Bill, marketers need…
450: #450: Black Friday Special: Real-time Data & AI for In-store Retail Operations, with Joe Shasteen, RetailNext
We are presenting our 2nd annual Black Friday special episode, where we focus on an aspect of retail, looking back on the current year, as well as to what retailers should be keeping in mind for next year. With the…