Reimagining Communications with Matt Swain

Matt Swain moderated the Xplor19 panel discussion, “Customer Experience: A Moving Target” in May with Hailey Wilson from Illumina and Antoine DuPont from Katapult Marketing. In this interactive discussion, the three customer experience and communication experts offer their insights – from a changing marketing landscape to quantifying CX.

Kaspar Roos, founder and CEO of Aspire Customer Communications, a boutique consulting firm specializing in the customer communications management (CCM) and digital customer experience industries, answers “The Big Communications Question.”

Chunka Mui reflects on how his measurements of success have taken on a global scope, how we can learn from the failures of others, and how innovative achievement often requires getting out of our own way in the podcast, “Succeed to Create a Better World.”

In the 15th episode of Matt Swain’s “Reimagining Communications” podcast, Pat McGrew, Senior Director of Production Software and Services at Keypoint Intelligence–InfoTrends, shares her ideas for improving communications – from tactical workflows to future strategies.

You may know people with the title of “Customer Experience Specialist” and “Customer Communications Specialist”, but what about “Customer Experience Communication Specialist”? Hailey Wilson from Illumina embraces this title and shares how focusing on both disciplines creates great results for customers and companies.

The worlds of B2B and B2C are colliding – and the ripple effect is impacting the customer journey, the buyers’ mindset, and customer engagement strategies. Joanne Gore, seasoned B2B marketer and Founder of Joanne Gore Communications, shares how your company can navigate this new territory in Matt Swain’s latest Reimagining Communications podcast, “Where the Worlds of B2B and B2C Collide.”

From launching the first electronic bill nearly 20 years ago to incorporating emerging technologies to meet tomorrow’s CX expectations, Debbie Miglaw has been an instrumental product visionary. In this Reimagining Communications podcast, Debbie explains how to balance the communication expectations of consumers and the business needs of clients.

Deborah Bussière, Chief Marketing Officer at Broadridge, sits down with Matt to discuss the evolving role of marketers as the voice of the customer and brand – from driving sales to enhancing the customer experience.

What can a company that sends customer communications learn from a skincare pop-up retail experience in Tokyo? You may be surprised! Join Matt Swain as he discusses skincare, enchanting experiences, and the Future of Communications design challenge with Emily Wengert, Group VP of User Experience at Huge.

From the trenches of a Blue Cross Blue Shield plan—where he was tasked with improving communications and optimizing member experience—to launching a health insurance communications survey in his current role leading the health communications strategy at Broadridge, Jeremy Urbas brings invaluable market perspective to our latest podcast. In this episode, Matt and Jeremy discuss how the market is ev...

You may know Jeffrey Hayzlett as the global business celebrity, well-traveled public speaker, chairman and CEO of C-Suite Network, or former Fortune 100 CMO. You also may know him as the author of four bestselling business books, including his most recent book "The Hero Factor: How Great Leaders Transform Organizations and Create Winning Cultures." No matter your point of reference, Jeffrey has a...

Drawing from her more than 40-year career in communications – including senior roles at IBM, InfoTrends, IKON Office Solutions, Kodak and Xerox – Barb Pellow shares her experience and wisdom with podcast host Matt Swain on a variety of topics, including the evolution of “transpromo” (statement-based marketing), the biggest communication challenges facing organizations, and what the future holds in...

The term “digital transformation” is commonly used when discussing business strategy. The challenge is, digital transformation encompasses many processes and implicates how businesses function. Matt Swain and Broadridge Chief Digital Officer Rob Krugman discuss pushing the digital and physical boundaries of traditional bills and other communications, how AI and voice-driven technologies will chang...

"How do our communications compare to our peers?" This is an all-too-common question that we receive, but it's an important one. Having insights into competitors' strategies can assist with idea generation and building a case for a communication redesign. Matt Swain and Corporate Insight president Michael Ellison discuss the strategic value of monitoring competitors' bills, statements, and other c...

Companies want their customers to visit their website and download their apps, but research shows that many consumers desire a centralized location to receive and manage their digital communications – much like a mailbox consolidates their print communications. Matt Swain talks with Chris Johnson, CEO at Inlet, about the latest in digital delivery and how both businesses and consumers are benefi...

Matt Swain talks with Gary Reblin, Vice President of Product Innovation at the USPS, about two major initiatives—Informed Visibility and Informed Delivery—and how the USPS is embracing the digital world.

Matt Swain interviews Elizabeth Gooding, President at Insight Forums, about how to strategize for print design with digital in mind. Elizabeth has supported some of the worldÓ³ most recognizable brands on their communications strategy Ö and youÓ²e sure to walk away with a bit of inspiration.

With "Reimagining Communications” in mind, Matt Swain sat down with Jeff Musgrove, Senior Vice President of Broadridge, to get the inside scoop on Broadridge’s acquisition of the North American customer communications business of DST Systems in 2016; the most powerful customer touchpoint; how to balance digital adoption goals with customer preferences; and how brands can make every communication c...