Customerland

How can data-driven insights create trust and foster lasting customer relationships? Join us as we sit down with Nikola Mijic, CEO and co-founder of Matik, who shares his expertise on infusing data into every point of the customer journey. Drawing from his experience at LinkedIn, Nick reveals how data has been integral in building credibility and trust with customers, ultimately leading to better...

What happens when you prioritize company culture and employee experience above all else? Join us as we dive into a fascinating conversation with Alida's CEO, Ross, and their Chief Marketing Officer, Mary Kay Evans, who share their winning strategy that has not only set them apart in the market but also sustained them during the Great Resignation. Discover how their 23-year-old invention has p...

At one point in time Chris Brogan had a pretty big corner on the internet.  He was one of the first 10,000 or so Twitter users, one of the early adopters of blogging as a way to engage.  Along the way he has advised some of the biggest brands on the planet on topics related to everything from business strategy to the proper color of demo-poop (yes, it turns out, that's a thing).   At present...

What is it about some business that seem to transcend the "normal" trajectory of growth and end up far ahead of the curve - well beyond their competitors?  In this special edition of Customerland, author and Wall Street Journal cartoonist, Stu Heinecke looks at the data, the trends, the processes and the people who are making things happen ... in spite of their circumstances.   Stu'...

Amperity is, at its core, a CDP.  But as I suspected, and as Matt Hallett, their head of product solutions revealed, Amperity has something of a secret sauce that has put it right at the center of the explosion in retail media networks.  Beyond RMN's though, this conversation is one of the best primers you'll find on the differences between CDP types and what makes one better for some ap...

Peter van der Putten is Director of Pega's AI lab - which essentially means that he's in charge of all of the various ways in which AI (and its derivatives) can be harnessed for the good of Pega's huge, worldwide customer base.  In this conversation, we cut through the hype and dive deep into the enterprise utility of AI - generative AI and conversational AI, specifically, and what...

Nicole Kyle is Managing Director and co-founder of CMP Research , the Customer Management Practice's dedicated independent insights and research & advisory service. All of which means she has a lot to say about what's working and what's not in customer service and CX efforts, and how organizations are navigating the new customer "normal" which pretty much looks like it...

Tim Mason is quick to say that he didn't "invent" the Tesco Club card but if you look at the history of Tesco's groundbreaking loyalty play, you'll find his fingerprints embedded all over it. Today, Tim is CEO of Eagle Eye, another groundbreaking loyalty offering that has taken the best aspects of his learnings at Tesco and married them with technologies that can now do wh...

Mike Tippets is VP of Enterprise Marketing at Hughes Network Systems. We had the pleasure of meeting with his colleague, Nikki at N R F back in January. We talked about some of the amazing things that Hughes has brought to market, and we committed that we would get deeper into the topics later in a follow-on conversation. This is that follow-on conversation. From Smart Plugs to Retail Media Networ...

Somewhere in-between none and way-too-much lies the perfect balance - threshold, if you will, of how much personalization brands really need in order to optimize the channel, the communication, and the relationship. The problem is, that line in the sand gets blown around constantly, and shifts radically within the context of the category, the brand and consumer expectations within those contexts....

Know what one of the main factors behind an effective CX effort is?  (Hint: it's EX) Know what it takes to move the needle on enterprise-wide CX initiatives?  In this episode of Customerland, we sat down with Tom Quish, SVP of Customer Experience at Rightpoint , and Jesse Murray, Rightpoint ’s SVP of Employee Experience to continue a conversation we had begun at this years' NRF conferenc...

In this interview, Mikel Lindsaar, the founder of StoreConnect , talks about how the idea of StoreConnect came to his mind and how it operates as a digital transformation solution. He identifies the difficulties small business owners encounter when it comes to digital transformation and how StoreConnect's integration with Salesforce can serve as a solution. The interview highlights the import...

Sara Richter is Emarsys ' CMO and, as such, has a lot to say about how to - and how not to go about omnichannel personalization initiatives at scale.  With clients such as Gibson Guitars, Puma, Pizza Hut and a slew of other top brands, Emarsys is in a good position to opine and advise on the topic.  Want to know how the big brands are pulling it off?  Give a listen - I don't think you&ap...

When you think of a recommendation engine you're probably thinking of something along the lines of a cross-sell or upsell mechanism.  But newer thinking around recommendations is taking a much more holistic approach to the customer's experience and expectations in the moment.  In this episode of Customerland, we talk with Ben Sack, Regional VP at Syte - one of the most progressive takes...

Mike Giambattista, Editor in Chief at TheCustomer, talks with Gus Gikas of Majorel on Off-shoring, On-shoring & "Right-shoring" - plus something special on the horizon called Majorel X. Plus, a nod to this episode's sponsor, Allant Group .