#816: Shipt’s Courtney Owumi on achieving and demonstrating CX ROI
Today, we’re going to talk about CX that pays off and how both achieving and demonstrating ROI is key to becoming a truly insights-driven organization. We’ll explore how a major brand listened to a difficult truth from its customers and…
#815: CIBC’s Stephanie Leheta on moving from silos to enterprise scale CX
Today, we are here at Medallia Experience at the Wynn Resort in Las Vegas, and we’re going to talk about what it takes to transform a massive organization by moving client experience from a siloed function to the core of…
#814: United Rentals’ Alyse Fuller on driving real impact without being overwhelmed by data
Today, we’re going to talk about moving beyond the score. We’ll explore how Generative AI is shifting the discipline of customer experience from a reactive, score-chasing exercise to a proactive, problem-solving engine. We’ll get practical about how a very lean…
#813: Big Game Recap: Zappi CMO Nataly Kelly shares the winners and losing advertisers
Today, we’re going to talk about the biggest advertising event of the year: the Super Bowl. Millions of dollars are spent, careers are made, and brands have one 30-second shot to capture the zeitgeist. But beyond the spectacle and the…
#812: Capillary Technolgies’ Jim Sturm on customer loyalty as enterprise strategy
Today, we’re going to talk about the evolution of customer loyalty from a simple marketing tactic to a core enterprise strategy. With the erosion of traditional data sources and the rise of AI, the way brands build lasting relationships is…
#811: Sesimi CEO Andy Baker on connecting marketing strategy with frontline execution
Today, we’re going to talk about that critical, and often broken, link between marketing strategy and frontline execution. It’s the ‘last mile’ problem where brilliant campaigns can fall apart in the hands of local dealers, franchisees, or regional managers, leading…
#810: Bynder’s Luke Roberts on brand and content governance in a 1:1 omnichannel world
Today, we’re going to talk about the content paradox facing modern enterprises. While the demand for personalized, omnichannel experiences is causing content creation to accelerate at an unprecedented rate, the systems to manage, govern, and measure its impact often can’t…
#809: Jacquard Chief Product & Growth Officer Toby Coulthard on sounding verifiably human in an AI world
Today, we’re going to talk about a paradox at the heart of modern marketing. Generative AI has promised unprecedented scale and personalization, but for many, it’s delivering a sea of sameness where brand voice gets lost. We’ll explore how to…
#808: Resident Expert: Bill Staikos on the market activity in 2025 MarTech & CX platforms and what 2026 will bring
Today, I’m excited to talk with our 2026 Resident Expert on the CX and MarTech platform landscape. We’re going to focus on the business and business opportunities that mergers, acquisitions, and big moves in the market provide to these platforms’…
#807: AI21 Labs CMO Sharon Argov on navigating promise vs. reality with AI adoption
Today, we’re going to talk about the real tension that exists between the incredible promise of generative AI and the practical, often messy reality of enterprise adoption. We’ll explore how to bridge the gap between deeply technical products and the…
#806: NiCE Cognigy VP of Marketing Alan Ranger on agentic customer service
Today, we’re going to talk about the next evolution of AI in customer service. As more companies turn to automation to manage scale and efficiency, the real challenge isn’t just implementing a chatbot; it’s ensuring that technology actively solves problems…
#805: Omnissa CMO Renu Upadhyay on balancing AI innovation with org chart disruption
Today, we’re going to talk about a critical tension point in the modern enterprise: Marketing is moving at the speed of AI, adopting powerful, often low-code tools to drive results. But this speed creates new complexities and risks, disrupting traditional…