Prose + Comms: Engagement, Unplugged

Customers are drowning in messages, and most brands are responding by sending more. But breaking through is not always about being louder, faster, or more personalized. Sometimes it is about making people feel like the interaction was meant for them.  In this episode, Laura Smith and Brian Rowley talk with David Wachs, founder and CEO of Handwrytten, about why customer experience still depends on...

Return to office is back in the spotlight, but for marketing teams, the real question is bigger than where people sit. It’s about trust, creativity, collaboration, and whether great work actually depends on being in the same room. In this episode of Prose + Comms: Engagement, Unplugged , Brian Rowley and Laura Smith unpack this tension through the lens of modern marketing leadership. They explore...

Every brand says it cares about customer experience, but customers remember what actually happens, not what the campaign promised. This episode of Prose + Comms: Engagement, Unplugged explores why customer centricity is harder to achieve than most companies think. Brian Rowley and Laura Smith are joined by Katie Stabler, a certified CX leader known for helping organizations drive growth through be...

Marketing loves a good buzzword. But somewhere between “omnichannel,” “synergy,” and “authentic storytelling,” the words we use to sound strategic can start to lose all meaning. In this episode of Prose + Comms: Engagement, Unplugged , Brian and Laura share their Marketing Jargon Hall of Shame nominees, calling out the phrases marketers love, hate, and maybe secretly still use. From overused indus...

Brands want to be liked, but being liked does not always mean being remembered. On this episode of Prose + Comms: Engagement, Unplugged , Brian and Laura unpack the tension between distinctiveness and likability, and why the strongest brands know how to balance both. From Tiffany blue and the Intel sound to Liquid Death, Coca-Cola, Amazon, Nike and Patagonia, the conversation explores how brands c...

Rebrands have a way of looking simple from the outside, but inside the business, they touch everything. This episode digs into what it really takes to get it right. Laura and Brian sit down with Sarah Moss, who has led multiple global rebrands, to unpack the strategy and instincts behind a successful transformation. From earning stakeholder buy-in and mapping every brand touchpoint to recognizing...

AI is changing creative work, but maybe not in the ways people expected. On this episode of Prose + Comms: Engagement, Unplugged , the team explores how AI is actually showing up for creatives today: speeding things up, unlocking new possibilities, and raising real questions about what defines strong work.  The mic flips to a familiar voice behind the scenes as Producer Joey Whipp joins Brian Rowl...

Why are marketers losing so much time in conversations that go nowhere, and what can you do about it?   From flying across the world for a two-hour meeting to sitting through brainstorms with no ideas, Laura Smith and Brian Rowley share real stories and frustrations that every marketer will recognize. They break down the habits that drain teams like too many meeting attendees, unclear roles, lack...

AI is now every marketer’s always-on intern. But if everyone has access to the same tools, what actually sets great work apart? In this episode of Prose + Comms: Engagement, Unplugged , Brian Rowley and Laura Smith dig into how AI is reshaping marketing in real time. From speeding up research to raising big questions about creativity, they explore whether AI is making marketers better, or just fas...

Small team, big expectations? This episode is your sign to stop doing “everything” and start doing what actually moves the business. Brian Rowley and Laura Smith welcome Norman Guadagno, fractional CMO and longtime marketing leader, to unpack how lean teams can build momentum without burning out or blowing the budget. They pressure-test common tactics (weekly blogs, “be everywhere” social, AI cont...

If LinkedIn makes you feel like you have to choose between showing up and saying something wrong, this episode is your permission slip to stop playing it safe. PR leader Parry Headrick joins Brian Rowley and Laura Smith to talk about what “authentic” looks like when you’re building visibility in public. Parry breaks down how he built his LinkedIn presence by “ungating his brain." He explains why L...

Want your sales and marketing teams to actually work together? This episode explains how data-driven dashboards, clear communication, and shared accountability can drive measurable growth. On Prose + Comms: Engagement, Unplugged , hosts Laura Smith and Brian Rowley sit down with sales and marketing leader Gary Schwartz to discuss how to overcome common collaboration challenges. From breaking down...

Fifteen episodes. Six months. A lot of opinions. In this year-end wrap, we look back at what challenged us, what surprised us, and what we’re carrying forward into 2026. For the final episode of the year, Brian Rowley and Laura Smith count down their top three Prose + Comms conversations and unpack why they resonated. From culture’s role in customer experience with Bob Osmond, to intentionality an...

AI is reshaping marketing and customer experience faster than anyone expected, and most teams are only scratching the surface. In this episode of Prose + Comms: Engagement, Unplugged, we break through the hype to explore how AI is changing the way marketers think, create, collaborate, and problem-solve. From boosting creativity to transforming everyday workflows, this conversation digs into the re...

Storytelling has become one of marketing’s favorite buzzwords, but has it lost its meaning? In this episode of Prose + Comms: Engagement, Unplugged, Brian and Laura unpack the evolution of storytelling in modern marketing and what it really takes to create memorable customer experiences. They explore why stories alone aren’t enough to connect with audiences anymore, and why today’s most impactful...

Think you’re not in sales? Think again. On this episode of Prose and Comms: Engagement, Unplugged, hosts Laura Smith and Brian Rowley explore how almost everyone sells in some way, often without realizing it. Sales mindset expert April Williams joins the conversation to show how to turn the dreaded task of selling into building relationships, driving growth, and delivering value, all while avoidin...

Marketing today is about connection, and personal branding is at the heart of it. On this episode of Prose + Comms: Engagement, Unplugged , Brian and Laura  are joined by personal branding expert Kait LeDonne to explore how professionals can build a presence that boosts both their career and their company’s reach, especially on LinkedIn. Kait shares strategies for finding the “sweet spot” between...

Influencer marketing is about more than follower counts. It’s about authenticity, strategy, and results. In this episode, Laura and Brian sit down with influencer marketing expert Joelle Moroney to explore how top brands balance micro and celebrity influencers, leverage AI for discovery and vetting, and measure real impact.  Hear actionable insights on creating campaigns that resonate, build aware...

Can creativity and process really coexist, or are they destined to clash? In this episode of Prose + Comms: Engagement, Unplugged, Brian Rowley and Laura Smith explore one of marketing’s biggest challenges: building a culture where innovative ideas can flourish alongside strong accountability and execution.   They explore why too much structure can feel like a cage, why too little can lead to chao...

Marketers today must navigate the constant tension between data-driven strategies and gut-driven intuition. This episode explores how to enhance customer experience through the balance of data insights and human empathy. With AI, analytics, and automation delivering more data than ever, the challenge lies in deciding when to lean on hard numbers and when to trust gut feelings.  Join hosts Laura Sm...

More tech, less impact? Explore why bigger stacks can mean weaker customer experience, and how to bring the focus back to results. Is your marketing technology helping you deliver a better customer experience, or quietly draining time, budget, and focus? In this episode, we dig into the CX trap that even leading brands fall into: adding more tools in hopes of improving results, only to see less re...

This week on Prose + Comms , Laura Smith and Brian Rowley explore one of marketing’s most persistent questions: Should brands go in-house, outsource to agencies, or find a hybrid approach? With shifting priorities and rising demands for speed and creativity, the answer is more nuanced than ever. Plus, they debunk some of the biggest myths about in-house and agency work, from cost perceptions to cr...

What does it take to earn media attention today? In this episode of Prose + Comms, we unpack what makes something newsworthy, why so many brand stories fall flat, and how marketers can better connect with journalists. To help us separate noise from news, we’re joined by Dave Haynes of Sixteen:Nine, a veteran journalist who’s seen (and ignored) more pitches than most. He’s here to share what lands,...

What’s the real impact of company culture, looking beyond the buzzwords and mission statements? In this episode of Prose + Comms , we explore how culture shapes the customer experience, why internal alignment matters more than ever, and what happens when brand values break down. From leadership to the frontlines, we unpack how trust, consistency, and authenticity influence the way customers feel,...

Are we mistaking familiarity for authenticity? In this episode, we explore the subtle but important differences between being true and being liked . Authenticity means showing up consistently and standing by your values, even if that doesn't resonate with everyone. Relatability, on the other hand, is about being easily understood, emotionally accessible, and broadly likable. Sometimes the two go h...