Customerland

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...

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...