Customerland

Ever wondered what it takes to integrate two companies post-acquisition? Meet our guest, Emarsys' CEO Joanna Milliken, an experienced tech professional who has worked with giants like Hallmark, Exact Target, Salesforce, and SAP. She shares first-hand accounts about the formidable task of merging Emarsys with global behemoth, SAP. Discover the intricacies of uniting disparate systems, communic...

Have you ever wondered how customer data can revolutionize your products and services? This episode brings you Jenni Palocsik, the VP of Marketing Insights, Experience, and Enablement at VERINT, who unravels how their customer-centric approach has been a game-changer. Jenni shares her extensive knowledge on the power of data, the significance of VERINT's customer engagement data hub, and how...

Ron Shamah, CEO of Rightpoint, walks us through the intricate connections between employee experience, customer experience, and product experience. This episode unravels these intriguing interconnections and how they've put a unique pressure on organizations. We bring you a candid discussion on how businesses can reimagine customer experience and tackle seemingly insurmountable challenges wit...

Have you ever been intrigued by the resilience of athletes and wondered how that could be applied in business? Spencer Kaiboom, the founder and CEO of Pollen, joins us to share his fascinating journey from making it to the baseball major leagues to becoming an entrepreneur. Spencer gives us an insider's view into his life on the field, the extraordinary people who influenced him, and the less...

Peter van der Putten, the Director of PEGA's AI Lab sheds light on how companies can balance the interests of all stakeholders—the company, customers, and citizens. He encourages businesses to prioritize relevance over profit, emphasizing that ethics should not be seen as a constraint but rather as a method to accentuate customer experiences. We navigate this complex topic, discussing the tra...

Ever wondered how AI could revolutionize customer experience? Get ready to be enlightened by our guest, Mel Si, GoDaddy's Vice President of International Care and Services. Mel provides a fascinating look into the inner workings of GoDaddy's global network of over 5,400 customer advocates spanning 55 countries and 17 languages. We delve deep into how AI is transforming customer service,...

Ever wondered how a company can craft a customer experience that feels not just personalized, but completely holistic too? Spoiler alert: it’s all about understanding the internal operations of an organization and fostering an ongoing dialogue between business and technology. This is the fascinating world of experience architecture in marketing technology that we'll be unpacking in our latest...

Our guest for today’s episode is Andrew Cron, who wears many hats as the Senior Vice President, Chief Scientist, and Head of 84.51 Labs. Taking us on a journey through the various aspects of his role, Andrew delves into the possibilities of innovation at Kroger and 84.51. We bring to light fascinating discussion points such as retail media networks, last-mile analytics, and even the exciting poten...

Nitin Badjatia is the Senior Vice President of SAP CX Solution Management. In this conversation, Nitin brilliantly walks us through the delicate balance between surveillance technology, access, and individual rights with a compelling business model - Trader Joe's. This profitable brand has managed to thrive without advertising or loyalty programs, by simply talking to customers and understand...

Imagine cracking open the secret behind Gen Z's snacking habits. That's exactly what we're doing today with Mary Mathes from Alpha Diver. She's here to illuminate us on the four key decision-making factors behind Gen Z's snack choices - function, experience, conformity, and impulse. She elaborates on how these lenses not just mold Gen Z's snacking behavior but also ha...

Welcome to the world of loyalty marketing, where data drives decisions and personalization is key. In this episode, we're diving into loyalty programs with Tim Mason, CEO of Eagle Eye and the mastermind behind Tesco's Club Card—a loyalty program that set a new standard in retail. Tim's insights from his journey with Tesco Club Card and the 2nd edition of his seminal book, "Omni...

Passion is a funny thing. It drives us to do the most incredible, and sometimes, the most challenging things. Join us as Nick Leighton recounts a captivating episode of his work with the United Nations World Food Program, and how he creatively pushed for an increase in donations. We venture into some thought-provoking discussions on finding not just profit, but happiness in every business journey....

Our guest today, Derek Slager, Co-founder and CTO at Amperity - drops anchor to share his insights on the demise of third-party cookies, a change as monumental as the sinking of the Titanic. Armed with his insider perspectives, we'll navigate the murky depths of customer experience, loyalty marketing, and brand ownership, unpacking the opportunities that lurk beneath the surface of this compl...

Ingrid and Mike sit down (virtually) with Gaelle Comte of the Cannes Lion Festival to discover how the Lions Awards have evolved into a standard of creativity, championing diversity with innovative initiatives and tapping into the potential of AI. In this episode, we reminisce about the 2021 Cannes Lions International Festival of Creativity, marvelling at the diversity initiatives that made it an...

Are you ready to elevate your CX game? Dive into the intriguing case of Compassion International and discover how emotions have emerged as the most accurate predictor of loyalty. We'll challenge the status quo, discussing why simply eliminating negative experiences might not be enough to foster positive relationships. Embrace the significance of 'emotional wow' and learn how it trum...

Ready to unlock the power of values in marketing? Join us on this enlightening journey with our guest, David Allison, founder and CEO of Valuegraphics. David passionately shares how his company uses data to comprehend the values of potential consumers, helping businesses create effective and standout campaigns. He reveals how understanding these values can help marketers create campaigns that reso...

Super enlightening discourse with Laura Wronski, the director of Research at SurveyMonkey - we dissect the State of CX report and the AI and the Customer Experience report. These reports are not just pages of data but they hold within them intriguing disparities between what CX and digital marketing professionals expect AI to contribute positively to customer service, and what customers actually e...

Ever wondered how a company can successfully penetrate the US market after a successful run in Asia? We've got Sameer Garde, the illustrious CEO of Capillary, a company that's revolutionizing the loyalty space, here to answer that question and much more. Capillary's innovative approach to customer loyalty has seen the company grow exponentially, with their groundbreaking acquisition...

What if you could understand the key to customer loyalty, employee retention, and an impressive customer experience? We unearth these insights with Ginger Conlon and Claire Beatty from Genesis in our enlightening conversation about the 2023 State of CX Report. Our journey navigates through the current landscape of customer experience, exploring the intriguing statistic that only 43% of customers f...

Ready to unravel the complexities of cloud migration? Guaranteeing a deep dive into the blended world of on-premise solutions and cloud technology, today’s discussion will leave you informed and prepared to make effective decisions about your organization's data solutions. Teaming up with our partners from telephony providers, we'll enlighten you about the possibility and practicality of...

Get set to unravel the mysteries of AI as we enter the world of machine learning with our esteemed guest, a leading engineer from Relex. Promising to enlighten us, they will shed light on how their innovative AI platform is revolutionizing the customer experience and business operations. Discover how AI is not just a buzzword but a powerful tool that's enhancing productivity, intelligence, an...

Have you ever pondered how a seemingly insignificant experience can completely transform your perspective? That's the journey we embark on today with John Sills, a customer experience consultant who has seen it all. John shares his rich career journey with us, discussing everything from customer-led success to the importance of customer immersion and engagement.  Imagine walking into a shop i...

Can sustainable customer loyalty truly exist in the airline industry? Join us for a captivating conversation with a true innovator in the world of loyalty and sustainability. Our guest shares their awe-inspiring journey from British Airways, Ernst & Young, and Jet2.com to breaking new ground with Emirates, FlyB, and the Green Aviation Summit. Discover how the airline industry grapples with the...

What if there was a way to future-proof your AI solution while integrating it with the latest and greatest advancements in the industry? Look no further, as we explore the Open DaVinci framework, a remarkable breakthrough that combines Verans AI with other cutting-edge technologies like generative AI from OpenAI and Chachi PT, Microsoft Cognitive Services, redaction, and forecasting capabilities w...