Customerland

What happens when the shiny exterior of customer experience meets the messy reality of operational execution? In this eye-opening conversation, we speak with FD Giambattista, a veteran CX operations expert who has spent 25 years implementing customer service solutions for major corporations. FD takes us behind the curtain to reveal what actually makes customer experience work—or fail. While techno...

From static images to personalized experiences that greet you by name, digital signage has undergone a remarkable transformation. BrightSign's Vice President of Sales for the Americas, Misty Chalk, takes us deep into how this technology is revolutionizing customer connections across every industry. The conversation reveals how BrightSign's purpose-built media players—those "purple b...

AI-powered decisioning is transforming how retail media networks operate, and Hightouch stands at the forefront of this revolution with a freshly announced $80 million funding round at a $1.2 billion valuation. In this conversation with Ian Maier, Ad Tech and AI Lead at Hightouch, we explore how composable CDPs are dramatically reducing implementation timelines for retailers launching media networ...

What happens when you tell a software engineer his CMS platform will shut down in six months, leaving major clients like Adidas and Reebok stranded? You get Storyblock - perhaps the most thoughtful reinvention of content management in decades. Dominik Angerer, CEO and co-founder of Storyblok, takes us on a journey through the broken world of traditional CMS platforms and reveals how his team is bu...

The gap between AI hype and real-world implementation is creating both challenges and opportunities for retailers worldwide. Talkdesk executives Ed Durbin and Michael Klein pull back the curtain on what's actually happening in retail AI adoption, sharing candid insights from their conversations with retail leaders at NRF and beyond. "We've spent millions on AI and we're still t...

The hidden science behind retail success isn't found in flashy technology or complicated loyalty programs – it's in the power of engaged store associates. This conversation with Nikki Baird, VP of Strategy and Product at Aptos, reveals groundbreaking research showing that when employees reach "peak immersion" during customer interactions, sales naturally increase. Retailers hav...

Ever wondered what technology investments actually make retail employees happier—not just more productive? Katie Riddle, Global Retail Strategy Lead at Verizon Business, reveals that while 98% of grocery retailers struggle with staffing challenges, the solution goes beyond efficiency tools. "It's not just about making employees more efficient," Katie explains. "It's about...

What happens when traditional loyalty programs fail to deliver real value? In a world where 57% of US consumers no longer demonstrate true brand loyalty, businesses must fundamentally rethink what it means to create lasting customer relationships. Meghann York, Global Head of Product Marketing at SAP CX, takes us deep into the shifting loyalty landscape with fresh insights from the Global Customer...

When Amanda Oren and I finally connected after a month of calendar wrangling, I knew the wait was worth it. As VP of Industry Strategy for Grocery North America at Relex, Amanda brings a unique perspective – she joined the company after being a customer herself, giving her both the retailer's and the technology provider's view of the rapidly evolving grocery landscape. Our conversation q...

Sustainability and health consciousness aren't just buzzwords – they're reshaping consumer loyalty in profound ways that retailers can no longer afford to ignore. My conversation with Joel Percy, Regional Director at Eagle Eye, dives deep into the striking findings from their Green Loyalty Survey that reveals just how powerfully these factors influence purchasing decisions. The statistic...

Tariffs have become a hot-button issue that's reshaping the retail landscape in ways few could have predicted. In this revealing conversation with Duleep Rodrigo, KPMG US Consumer and Retail Sector Leader, we cut through the noise to understand how these economic policy decisions impact both businesses and everyday consumers. Unlike typical economic downturns where consumer behavior follows p...

On the heels of Pega's recent "Blueprint" announcement, I got to spend some time with CTO Don Schuerman pulling apart the tech, the capabilites, and more importantly, what brands are doing with these new superpowers. Discover key insights into how real-time technology solutions can transform customer engagement and minimize tech debt. We discuss the concept of "next best action...

Experience transformation isn’t just a buzzword; it’s a necessity for successful businesses today. Join us as Eric Karofsky, CEO of VectorHX, shares his wealth of knowledge on building impactful customer experiences that drive profitability and satisfaction. We explore the interconnected realms of customer experience, user experience, and employee experience, illustrating their collective influenc...

Ever wondered how AI is set to reshape the world of Revenue Operations (RevOps) and lead to explosive growth? Tune in as we engage with Shane Evans, the Chief Revenue Officer at Gong, who peels back the curtain on the transformative power of AI and strategic partnerships in revitalizing revenue growth. Shane’s insights will revolutionize your understanding of how businesses can shift from outdated...

Frank Vella, the dynamic CEO of Constant Contact, joins us to share his inspiring journey from helping family-run businesses in Canada to leading one of the most trusted names in small business marketing. With an extensive background at tech giants like Microsoft and Hewlett Packard, Frank brings a fervor for innovation and a deep understanding of the challenges small businesses face today. In our...

Unlock the secrets of brand loyalty transformation with insights from Robert Pasikoff, founder and CEO of BrandKeys. You'll discover why emotional engagement now eclipses traditional rational marketing methods, reshaping how we predict consumer behavior and market dynamics. Learn why the days of brand wars like Coke vs. Pepsi are fading, as modern loyalty strategies pivot towards fostering em...

Can the evolving expectations of Gen Z redefine the way brands approach consumer loyalty and sustainability? This week, we're joined by Regan Plekenpol, co-founder of Rediem, who shares her pioneering journey from sustainable policy work to revolutionizing loyalty programs. You'll discover how Rediem's unique approach is turning traditional loyalty on its head by integrating value-d...

This was one of the most fascinating - and instructive - conversations in recent memory.  I sat down with two Gen Z consumers - representatives from Z-Suite - to discuss their preferences, buying habits, thoughts, feelings and expectations as customers. According to their site, The Z Suite is a network of diverse Gen Z thinkers serving as a powerful voice in the dynamic consumer space, advising br...

What if you could revolutionize customer interaction with cutting-edge technology and enhance loyalty like never before? Join us as we uncover the secrets with Jay Patel, SVP GM of Webex Customer Experience at Cisco. Jay offers a unique perspective on the dynamic intersection of customer service and loyalty, sharing insights into how platforms like Cloud Cherry and advancements in the CPaaS space...

Erin Raese is CRO at Annex Cloud and Erin "gets" loyalty.  In this episode we explore the shifting tides of brand loyalty across generations, we'll see why the loyalty game is not just about keeping customers engaged but also about staying relevant. We uncover why almost half of Gen Z and millennials abandon brands due to boredom and how influencers and gamification might be the key...

In this episode of *Customerland*, host Mike Giambattista sits down with Eric Brackmann, VP of Commerce Media at Koddi, to unpack the evolving landscape of commerce media. As a leader in helping organizations monetize first-party data and enhance customer experiences, Koddi operates at the intersection of technology and strategy, enabling businesses to create meaningful connections between adverti...

In this episode, we explore the European Union's Digital Product Passport (DPP) framework—a groundbreaking initiative designed to enhance product transparency and accelerate the transition to a circular economy. Megan Brewster, VP of Advanced Technology at Impinj, offers her expert insights into how this regulatory shift will reshape how products are labeled, tracked, and understood. Drawing...

In this episode, we sit down with Marc-Henri Desportes, CEO of Worldline, and Richard Straver, founder of OPP, to explore the evolving role of embedded payments in platforms and marketplaces across Europe. Our discussion highlights the challenges of traditional payment systems and how their solutions streamline complex transactions—like managing multiple merchants in a single checkout process—thro...

Discover how empathy reshapes marketing as Tara DeZao, Product Marketing Director for AdTech and MarTech at Pega, joins us to unravel the complexities of customer journeys and data privacy. Together, we examine the crucial role brands play in responding to customers' needs by meeting them in pivotal moments and providing solutions that resonate rather than repel. With cookies on the decline,...