Customerland

Ever wondered what it takes to cultivate a loyal customer base that feels more like a community? Jakub Minks, the visionary founder of TRIFFT, joins us to share his expertise on creating loyalty programs that truly resonate with customers. This episode is a treasure trove of insights for businesses navigating the sometimes murky waters between small-scale loyalty solutions and complex enterprise s...

We recently got to chat with Alex Trott to explore how Kroger works its data magic. We unpacked the journey from overlooked emails to a game-changing partnership that shook up the grocery scene.  Take a stroll down memory lane, from Kroger's early days with Dunnhumby to the birth of 84.51°, and see how these moves flipped the script for the grocery industry. As we chat with Alex, we'll d...

Embark on a visionary journey through the realm of Customer Experience (CX) with strategic maestros from Stone Mantle, who join us to deconstruct the need for agility in CX design. They eloquently argue against the confines of traditional tools like Net Promoter Scores and personas, proposing instead a forward-looking approach that resonates with the evolving market. This episode challenges you to...

Join forces with Josh Feist, the visionary CEO and co-founder of Kajito, as we peel back the curtain on AI's role in redefining enterprise contact centers. Together, we traverse the narrative of Kajito, from its inception at MIT to its pivotal place in decoding human psychological states and empowering real-time agent guidance. Tune in and grasp how Kajito is shaking up the status quo, equipp...

In our latest episode, we delve into the important aspects of AI security, focusing on how orchestration platforms like Kindo are enhancing the way businesses use artificial intelligence. With the introduction of technologies such as Stable Diffusion and ChatGPT, AI has become more accessible, highlighting the importance of data privacy, compliance, and safeguarding competitive advantages for busi...

Explore the advancements in IoT and the importance of customer satisfaction with Danny Keough, the global head of customer success at SmartSense. He will discuss the impact of sensing as a service and how integrated systems provide businesses with actionable insights to improve customer satisfaction. Our conversation will cover the details of implementing SmartSense solutions and their significant...

In this episode, we sit down with Jay Walcott from KNOWBL to discuss the company's efforts in advancing AI technology for improving customer service. We move past the era of basic chatbots to explore the development of intelligent virtual agents that aim for more natural and effective interactions with customers. Our conversation covers the evolution from the initial stages of AI to its curre...

Join us for an insightful conversation with Matt Hopkins from Board International as we discuss the evolving landscape of retail technology, particularly in inventory management and customer engagement. Retailers today are navigating through a vast amount of customer data. In our discussion with Matt, we learn how this data plays a crucial role in creating more personalized customer experiences an...

Join us for an insightful discussion with Logan Mallory from Motivosity, as we explore the impact of employee recognition on workplace dynamics. Logan shares practical approaches used at Motivosity to promote peer appreciation and authenticity, fostering a positive workplace culture. We also discuss the concept of microcultures within organizations and their role in combating workplace loneliness....

Eric Carrasquilla, EVP and Division President of Customer Experience Solutions at CSG, shares insights into improving customer service. This discussion will explore how businesses can enhance customer engagement and turn challenges into opportunities for building loyalty. CSG's platform focuses on journey analytics, real-time decisioning, and digital communication tools across various industr...

Ever wondered why the pull of your favorite brand is so strong, or why some products seem to fade into oblivion while others redefine an entire industry? Join us as we unravel the mysteries of consumer loyalty and the collapse of the traditional marketing funnel. We're peeling back the layers to reveal how loyalty has evolved from a simple choice between two brands to a complex dance where co...

In this episode, we'll be talking with Lauren Kennedy from Glean about the company's AI-powered search engine and its impact on organizational knowledge access. Lauren, who plays a key role in customer success at Glean, will give us an insider's view of this technology. We'll discuss how Glean's search engine can provide real-time answers to complex questions, integrate sm...

Explore the evolving role of human-AI collaboration in marketing with Tara DeZao, Product Marketing Director at PEGA, specializing in AdTech and MarTech. Tara discusses the intricate interplay between AI and human creativity, focusing on the AI's impact on enhancing customer experiences. The conversation delves into critical issues of trust and transparency in AI, examining how a company&apos...

Discover the crucial insights on maintaining compliance in marketing communications with industry experts Clay McNaught and Michelle Tilton from Gryphon. AI, who join us to demystify the complexities of navigating current FCC regulations. Their expertise illuminates the potential legal pitfalls that businesses may face with even minor missteps in outbound communication. As we dissect the journey t...

Discover the future of consumer shopping habits and strategy adaptation with Barbara Connors, Vice President Strategy and Acceleration at 84.51. As we unpack the lessons from their 2023 year in review report, you'll see the critical role of customer engagement and the significance of shifting strategies in our unpredictable economic climate. Whether it's the impact of SNAP benefit change...

Ever wondered how a great employee experience could be used to build deeper connections with your brand? Or perhaps if Slack was designed to be the ultimate tool for improving employee experience? Get ready to quench your curiosity as we examine how these aspects play a crucial role in business success. Quite a stirring dialogue awaits as we explore the fascinating blend of employee satisfaction,...

Wondering how to hit the bull's eye in revenue operations? Tune in to our lively talk with Eilon Reshef, one of the masterminds behind Gong's innovative tech. Eilon peels back the curtain on the world of AI-powered data collection and analysis. We navigate the sea of insights this technology offers, eliminating the drudgery of manual data entry, and serving up actionable micro actions fo...

Ever wondered how the world of open banking is revolutionizing rewards and incentives? Join me and open banking consultant Steve Parsons, as we unravel the intersections of open banking, rewards, and the critical governance that frames it all. It's a deep exploration into the General Data Protection Regulations and Payment Services Directive 2, as we discuss how these directives are empowerin...

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...