Reimagining Communications with Matt Swain

Matt Swain is joined by Dr. Annie Wilson, Wharton marketing lecturer and former Vanguard behavioral scientist, to discuss how brands can navigate rising customer expectations. They delve into segmentation challenges, AI’s impact on customer experience, the value of co-creation, and strategies for balancing personalization, scalability, and a strong, consistent brand identity.

In this episode, Matt Swain welcomes Christoph Stehmann, President of Broadridge Customer Communications, to discuss the changing landscape of customer communications. Christoph shares insights from his diverse experience, highlighting industry-wide shifts from focusing on cost savings to enhancing engagement and value with digital solutions. Listen in and explore the balance between standardizati...

Brian Solis, author and head of Global Innovation at ServiceNow, discusses his latest best-selling book “Mindshift”, the role of proactive communication, and why storytelling remains at the heart of meaningful customer experiences in this episode of Reimagining Communications with host Matt Swain

In the decades since he launched Access Data in the “the heady days of the internet,” Dan Cwenar has seen a massive shift in how we regard data: from something we must tolerate to a source of tremendous value. Dan, now President of Investor Communications Solutions, Data and Analytics at Broadridge, shares his experience and insights on data-driven product innovation, surprising new demographic tr...

Drawing upon her passion to solve problems and overcome challenges, as well as her diverse background that spans media, entertainment, technology, marketing, and consulting, Joan Smith, Managing Director and Global Solutions Lead at Protiviti Digital, shares the future of customer experience, the role of AI, and how companies can improve their communications for a better-connected future.

Get your party hat on! Joseph Lo, Head of Enterprise Platforms at Broadridge, and Matt Swain, Head of Communications Insights and Experience at Broadridge, celebrate ChatGPT turning 1. Tune in as Joseph and Matt reflect on the explosive growth of ChatGPT – reaching 100 million users within 2 months of its launch – and how it brought a significant amount of attention to generative AI and its natura...

Lisa Kottler, Chief Growth Officer at Sallus Retirement, is on a mission: Make sure all Americans have access to a retirement plan at work. From leveraging blockchain, AI, and humor, Lisa shares her aspirations for the future of the retirement industry. “The bottom line is, we just can't continue to do things in the traditional way and expect to have different results.” Tune in to find out how Lis...

CJ Warriner, Senior Marketing Director at Broadridge, and Matt Swain, Head of Communications Insights and Experience at Broadridge, share a behind-the-scenes look and key insights from the fifth annual CX and Communications Consumer Insights report, including what customers want from their communications experiences; how the economy is impacting expectations; emerging technologies, like ChatGPT; a...

Naadia Burrows, Chief Diversity Officer at Broadridge, shares what it takes to affect corporate change, including how to build transparency and accountability into processes for measurable impact and the importance of communicating with intention. Over her 20-plus-year career at Broadridge – from a temporary associate to Vice President and General Manager of Broadridge’s mutual fund regulatory com...

With a consulting career that spans various countries, including Europe, Asia, Africa, North America and beyond, Pierre Beaufils explains what it takes to successfully execute large-scale transformation initiatives – from challenging biases and questioning intent to engaging diverse teams and invoking inspiration.

Drawing upon his experience working with clients in the wealth management industry, Mike Tropeano, Senior Director of Wealth Consulting at Broadridge, explores three crucial themes in the delivery of a hyper-personalized experience: 1) shifting to a client focus, 2) creating timely and relevant content, and 3) leveraging data to provide better outcomes.

Having recently hosted Broadridge’s 2022 CX and Communications Trends webinar, Debbie Miglaw, Head of Digital Solutioning and Business Development for Broadridge Customer Communications, and host Matt Swain explore generational insights from Broadridge’s fourth annual CX and Communications survey, including the key to getting consumers to go paperless, the ways to improve print and digital communi...

A self-described “serial entrepreneur”, Steve Taylor, BlueRush CEO, joins Matt Swain along with Kevin Darlington, General Manager of Broadridge Advisor Solutions, to discuss how video personalization tools help businesses attract, convert and nurture more relationships across industries, such as wealth, finance and insurance.

Recently celebrating her 20-year anniversary with Broadridge, Misty Eales, Head of Digital Client Relations, Project Management Office and Onboarding, shares her unique, client-focused lens around how the prioritization of customer experiences drives modernization and digital communications transformation.

Drawing upon her consulting experience in assessing communications environments and digital transformation, Lisa Pignataro-Meath, Head of Strategy for Broadridge Customer Communications, sits down with Matt to discuss “the power of components working together” and how a big-picture approach to technology, people and process can maximize communication strategies and drive next-gen digital experienc...

With extensive experience in technology and a consultancy background, Jim Surless draws upon his nearly 21 years with Broadridge to share how the integration of information management, delivery management and preference management is key to creating seamless and meaningful omni-channel experiences across the customer lifecycle while adhering to regulations and business objectives.

Matt Swain is joined by Joe Lalli, Head of Solutions Analysis and Support within Broadridge Customer Communications, to discuss common themes behind the trajectory toward digital-first communications across the customer lifecycle and the resulting benefits: increased customer engagement with omni-channel touchpoints, enriched content through frictionless processes and improved control with enhance...

In this first episode of our multi-part Solution Spotlight Series, Matt Swain is joined by Debbie Miglaw, Head of Digital Solutioning and Business Development for Broadridge Customer Communications, to discuss how organizations can digitally transform their communications to create seamless, omni-channel experiences, and how Broadridge is creating a way for clients to communicate with their custom...

Reflecting on a transformative history rooted with ADP and looking ahead to an exciting digital-first future through innovative solutions like the Broadridge Communications Cloud℠, Rich Daly, Executive Chairman of Broadridge, shares his experiences in navigating change, managing crisis and embracing digital disruption with a forward-thinking mindset. To our loyal listeners, cheers to 50 episodes!...

With a sharp focus on both community and customer engagement, Eric Hawkinson, Senior Vice President of Client Management at Innovatis Group, discusses how the pandemic has resulted in increased engagement with associations and challenged event organizers to make virtual events more personal.

Drawing upon her career advising Fortune 500 financial services companies on business strategy, transformation and customer experience optimization, Katie Liebel, Founder and Managing Principal of CustomStrat Advisory, discusses how anchoring strategy and transformation with the customer perspective can accelerate growth, foster adaptability and differentiate firms from the competition.

Martha Moen, General Manager for Investor Communication Solutions in Canada at Broadridge and Matt Swain explore the current challenges and opportunities facing financial services firms and other industries in the Canadian market, and discuss how these compare to trends observed in the U.S.

In this episode, Matt Swain recaps highlights of a recent healthcare webinar. Panelists included Kim Lauersdorf, Vice President of Marketing for EmblemHealth; Bob Gold, Founder and Chief Behavioral Technologist at GoMo Health; Dr. Nelson Le, Associate VP of Product Strategy, Digital Health, and Analytics at Humana; and Phil Micali, Vice President of Innovation at Medical Mutual.

Drawing upon his career at Nordstrom, Bloomberg, Dun Bradstreet, and now Broadridge, Aviad Stein shares how innovation labs enable companies to elevate their client-centric, data-driven solutions faster and at scale in this Reimagining Communications episode, “Innovation Labs: Unknowns to Opportunities.”

David Jay, founder of Warm Welcome, and Matt Swain discuss the power of video in this Reimagining Communications episode. “When we hear or see somebody, the slant of the conversation goes much differently,” explains David. “We recognize them as a person, as a human, as somebody who's just trying to do the best that they can. And all those little nuances are what make video so powerful.”