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Customerland is a podcast about …. Customers. How to get more of them. How to keep them. What makes them tick. We talk to the experts, the technologies and occasionally, actual people – you know, customers – to find out what they’re all about.So if you’re a CX pro, a loyalty marketer, a brand owner, an agency planner … if you’re a CRM & personalization geek, if you’re a customer service / CSAT / NPS nerd – you finally have a home.
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This unique podcast 'flips the marketing conversation' by focusing on how companies can build the brand and drive growth, by marketing to their most powerful brand advocates, their employees. Hosted by Kerry-Ann Betton Stimpson.
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Startup exits are the most sought after events in Silicon Valley, but very few people get to experience them. On the Startup Exits Podcast we chat with founders that started, ran and sold a tech company to learn about how it all went down. This podcast is hosted by Andrew Vasylyk and produced by StartupSoft – visit www.startupsoft.com for more info and other great content.
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CX Sofa Series: How an Inclusive Community Helps the FA Achieve CX Goals
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Episode 6 with Tim Bamber (Community Lead, the FA) focuses on the role of community in developing customer and user experiences. Leveraging Verint Community to bring together everyone involved in English football, from grassroots organisations to pros, in one space, this governing body has expanded the project from its roots in coaching education t…
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Key Takeaways from Verint Engage 24
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Unlock the future of customer experience with AI as we sit down with Dave Singer, Global Vice President of Go-To-Market Strategy at Verint. Learn how AI is evolving from theoretical concepts to producing tangible business outcomes, without the need for overhauling existing systems. Dave offers a unique perspective on deploying AI to generate immedi…
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Breaking Loyalty Part 3: Fixing Loyalty for the Modern Age
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Join us for the third in our 3-part Series on Breaking Loyalty with Mike Robero, an expert in loyalty and customer engagement. In this episode, we take a closer look at how loyalty programs can evolve to meet the changing needs of today’s diverse consumer base. We address the key question: How can brands "fix" their loyalty strategies to build mean…
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Breaking Loyalty - Part 2: What Customers Want and What Companies Need
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In Breaking Loyalty Part 2, Mike Ribero and Mike Giambattista explore the shift from traditional loyalty programs to building authentic emotional connections that go beyond points and rewards. Mike dives into how loyalty strategies have evolved, emphasizing the importance of seeing customers as more than mere transactions. He offers insights into h…
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Breaking Loyalty - Part 1: Unraveling the Loyalty Crisis
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What if the loyalty programs you rely on are actually failing you? Join me and loyalty expert Mike Ribero, the architect behind Continental OnePass and Hilton Honors, as we uncover the troubling realities facing the loyalty industry in our first installment of "Breaking Loyalty." With member satisfaction plummeting below 50% and a tidal wave of neg…
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Transforming Insights into Strategic, Actionable Storylines
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In this episode, we sit down with Brett Townsend, SVP of Strategy at Quester, to talk about brand storytelling and how empathy and conflict can shape consumer engagement. Brett shares his perspective from his book "Insights on the Brink," discussing the changing landscape of the insights industry. We explore Quester's approach to brand and innovati…
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Reimagining the Airline Industry with Technology Innovation
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What if the very systems that airlines rely on are the root cause of your travel hassles? Join us for an eye-opening conversation with Paul Sies, CEO of Journey Mentor, as we uncover the antiquated technology that still governs major airlines today. With Paul’s 37-year aviation journey, we explore the early days when he worked to dismantle regulate…
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Mastering Marketing Architecture for Strategic Gains
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Ever wondered how to transform marketing technology into an effortless experience? Join us as Mishel Justesen, DCX Principal of Marketing Technology at Capgemini Americas, shares her groundbreaking journey from marketer to marketing technologist. Learn how her mission to create an "easy button" for marketers has revolutionized the way we think abou…
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Grocery Attitude Shifts Point to Some Large Opportunities on the Horizon
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What if you could revolutionize your food habits to match your fast-paced life? This episode promises to reshape your understanding of modern food culture as we sit down with Maria Arand, the insightful Director of Customer Strategy at 84.51°. Maria reveals compelling research on how younger generations are redefining convenience in their food choi…
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Episode #50 - An Internal Marketing Conversation (with Seth Godin)
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In this 50th episode, international bestselling author and thought leader, Seth Godin, shares profound insights on why internal marketing is crucial for sustained employee engagement and performance; the difference between management and leadership; and the cost of getting new customers versus the importance of treating frontline employees well. Tu…
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Can AI Really Transform Leadership and Employee Wellness?
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How can AI transform your work-life balance and boost productivity? Join us as we explore this captivating topic with Eric Miquelon, President of Avanade North America. Eric shares his firsthand experience using AI tools like Microsoft 365 Copilot to alleviate leadership fatigue and enhance employee well-being. Learn how AI isn't just about cutting…
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Impulse Buying and Brand Loyalty in Beverages
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How is consumer psychology reshaping the beverage industry? In this episode, we sit down with Hunter Thurman, CEO of Alpha-Diver, to discuss the findings of their BEV50 report. We’ll explore how psychological insights drive the success of the top 50 beverage brands in the U.S. and how factors like impulse buying and social endorsement influence wha…
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Harnessing Customer Satisfaction for Organic Growth
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Join us for an insightful conversation with Lynn Daniel, founder of the Daniel Group, as he shares his journey from the early days of marketing to becoming a leading consultant in B2B customer satisfaction. Lynn discusses the development of a feedback process that has benefited major clients like Caterpillar dealers and explains how technology has …
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Bridging the CX Gap: Aligning Intentions with Consumer Realities
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Can the gap between what CX professionals aim to achieve and what consumers actually experience be bridged? Join us as we unravel the complexities of customer experience in a compelling discussion with Sam Gutierrez, a senior research scientist at SurveyMonkey. Sam reveals the art and science behind creating effective surveys, ensuring data accurac…
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Episode #49 - Creating an Engaging Employee Experience (with Jamie Bell)
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Delve into the transformative impact of internal marketing on employee engagement and company success. Workshop's VP of Marketing, Jamie Bell, reveals powerful strategies and real-world examples of aligning internal and external brand efforts. Discover how creating an engaging employee experience can elevate your brand and drive business growth, wi…
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The Intersection of Speed and Sustainability in Retail
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Have you ever wondered why a simple purchase can turn into a logistical puzzle? Imagine buying five identical t-shirts only to receive them in multiple shipments from different locations. In today's episode, Mike Robinson, a self-proclaimed "accidental retailer," reveals how this seemingly minor inconvenience is a window into the complexities of mo…
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Balancing Efficiency and Satisfaction in Customer Support
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In our latest episode of Customerland, Dr. Ori Faran, CEO of CallVu, dives into the vital role of agility and cost efficiency, especially for smaller companies looking to thrive in the competitive landscape. In our second segment, we get into the nitty-gritty of measuring customer experience success. Ori breaks down essential metrics like success r…
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AI for Employee Experience: Should we welcome our robot overlords?
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Episode 5 with David Singer (Global Vice President, Go-To-Market Strategy at Verint) focuses on the impact of AI on employee experience. In particular, how could AI be used to help with evaluating performance and compliance for career advancement? Drawing on David’s decades of expertise, we delve into the practical applications of AI for the everyd…
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Navigating Leadership Challenges in Customer Success
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What if you could transform your business operations and customer success strategy simultaneously? Join us as we sit down with Sandeep Dube, the dynamic Chief Operations Officer and Chief Customer Success Officer at Intuit Mailchimp. Sandeep shares his unique career journey, offering insights into how a customer-centric approach transcends function…
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Decoding Female Shopper Dynamics: Insights from the SheShops Report
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In this episode of the Customerland Podcast, we explore the newly released SheShops Report, which sheds light on the significant influence of female consumers. We're joined by Ingrid Sierra, VP of Global Marketing at FinFare, and Mary Mathes, Director of Data Insights at Alpha Diver, who help us break down the key findings of this important study. …
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Revitalizing Ad Creativity Through AI and Empathy
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Ready to explore the evolution of advertising creativity? In this episode, we sit down with Ian Baer, a seasoned ad agency executive with over 35 years of experience. Ian shares his perspectives on the transformation of the advertising industry, from its golden days to the current focus on statistical analysis and measurable performance. We discuss…
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Episode #48 - Incorporating DE&I into Internal Marketing (with Marcus Collins)
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Diversity, equity & inclusion (DE&I) is both a business imperative and a core component of a thriving organizational culture. Embedding DE&I in the company culture realizes massive business benefits for those companies that have it as a genuine organizational belief. Professor and best-selling author, Marcus Collins, offers valuable insights for le…
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Reconciling Consumer Expectations and Brand Realities for Better Travel Loyalty
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Today on our podcast, we explore the specifics of consumer expectations from loyalty programs with Jeff Zotara, Chief Marketing Officer at Arrivia. Jeff discusses key findings from Arrivia's 2024 Travel Loyalty Outlook, highlighting the stark misalignments between what businesses believe consumers want and the actual consumer priorities. We uncover…
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Episode #47 - How Employees Can Start Creating Content (with Sara Stella Lattanzio) - BONUS EPISODE
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If you are a company employee who wants to start creating content on social platforms like LinkedIn, or if you are a company that'd like to empower its employees to start creating content, then this episode is for you. Sara Stella Lattanzio, LinkedIn Top Voice and B2B marketing strategist, shares insights from her journey, highlighting the importan…
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Snack50 Consumer Shifts + news from PegaWorld
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Join Hunter Thurman, founder and CEO of Alpha Diver, as he explores the psychological factors driving our snacking habits. Hunter shares findings from the latest Snack 50 report, revealing how snacks, soft drinks, and fast food serve as tools for emotional self-regulation. Discover how Alpha Diver's PsychPulse database, with over 40,000 entries, pr…
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CX Sofa Series: From Knowledge Management to Knowledge Automation
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Knowledge Management, vital to the success of any contact centre, is no longer just a searchable repository; the modern contact centre needs Knowledge As A Service, also known as Knowledge Automation, providing AI-powered, real-time, relevant information across the enterprise at users’ and agents’ fingertips. Joining us on this episode of the CX So…
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Advanced Data Management for Modern Retail Supply Chains
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Ever wondered how AI can completely transform the way retail and other industries operate? Join us for an eye-opening episode featuring Santiago Garcia Poveda from O9 Solutions as he reveals how their cutting-edge platform is shattering traditional, siloed models and bringing unprecedented integration and collaboration to the table. Santiago dives …
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Redefining Enterprise Efficiency with Kore AI's Advances
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What if you could revolutionize customer service and employee productivity with cutting-edge AI technology? In this episode of Customerland, we sit down with Gopi Polavarapu, the Chief Solutions Officer at Kore AI, to unravel the transformative journey of a company that's at the forefront of conversational AI. From its inception in 2014, founded by…
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Transforming Commerce with Unified Data Solutions
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Curious about the future of commerce in a world where digital and physical blend seamlessly? Join us as we explore this exciting landscape with Balaji Balasubramanian, SAP’s SVP Global Head of Commerce and Industry Cloud. Balaji shares his vision on meeting the growing consumer demand for a friction-free experience across all channels, from traditi…
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Unraveling the Emotional Threads of Customer Satisfaction
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Ever had a service interaction that left you genuinely frustrated? In this episode, we sit down with John Sills, a partner at The Foundation, to break down the insights from the Customer Pioneer Report on customer satisfaction in the UK. This isn't about hype—it's about the real emotional responses customers have to their experiences. Join us as we…
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Strategic Synergies That Reshape Consumer Engagement
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Join us as we sit down with David Slavick to explore the world of partnership innovation in business. In this conversation, we're not just discussing any collaborations; we're taking a closer look at the unique and imaginative partnership between Crocs and Taco Bell, as well as the philanthropic "Blind Loyalty" project led by Amanda Cromhout. We'll…
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Transforming Traditional Rewards into Community-Driven Loyalty
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In this episode of our podcast, we sit down with Andy Hermo, the newly appointed Chief Operating Officer of iSeatz, to discuss the creative strides his company is making in digital commerce and loyalty technology. Andy highlights how iSeatz extends beyond typical travel offerings to include a variety of lifestyle rewards, enriching customer experie…
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Navigating the Convergence of AI, Ethics, and Retail Engagement
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In this episode, Sarah Richter, CMO at Emarsys SAP, discusses the evolving role of AI in retail marketing. She'll explore how AI can complement the human touch in marketing, helping marketers stay crucial to brand storytelling while utilizing tools like the AI Product Finder to enhance customer engagement and retention. We'll also discuss the inter…
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Shopping Reinvented: The Data-Driven Cart Revolution is Here
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I recently sat down with Yaniv Zuckerman from Cust2Mate to talk about how technology is changing the way we shop. It was quite fascinating to learn about the smart shopping carts they're developing. These carts are designed to make shopping easier and more efficient for customers, and at the same time, they help retailers manage their stores better…
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Building Consumer Confidence in the Era of Digital Identities
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Join me as we dive into the digital transformation with Hader Iqbal from Thales (like "Alice"). Hader will guide us through the massive shift from traditional to digital identity documents. Picture a future where everything in your wallet has moved to the digital realm—no more SIM cards or credit cards, just apps and digital IDs. Hader is at the fo…
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Personalizing Loyalty Programs: The Trifft Way to Forge Community and Retention
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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 smal…
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Data Driven: 84.51° Unlocks the Who, What Where & Why of Omnichannel
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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 …
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Breaking Away from Traditional CX Metrics for Enhanced Engagement
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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 t…
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AI at the Heart of Enterprise Communication
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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 ho…
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Crafting a Data Defense in the Age of AI
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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…
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Elevating Customer Success with IoT
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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 imple…
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A Smarter Approach to Digital Customer Conversations
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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 evoluti…
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CX Sofa Series: Let AI do the job it's qualified to do… and let humans focus on what they need to do.
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Adding AI to your contact centre and CX strategy is a surefire win, right? Add some bots and away you go. Well, not quite. We speak to Verint Chief Product Officer – and self-confessed AI geek – Jaime Merritt on this episode of the CX Sofa Series to delve into what makes an augmented workforce and AI for CX successful. Spoiler – it’s all about data…
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Episode #46 - Case Story: Civista Bank's Employee Ambassador Program (with Autumn Jose)
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Civista Bank's Autumn Jose shares the journey of implementing their successful employee ambassador/advocacy program. She provides key insights such as the importance of aligning the program with the employees and bringing them into the action, how to engage with executive leadership, the tools they used, and how they measured success. This episode …
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Transforming Retail Strategies Through Generative AI
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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 …
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Fostering a Culture of Gratitude: The Strategic Advantage
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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…
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Episode #45 - How C-Suite Execs Can Build their Personal Brands (with Cher Jones)
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Learn about the importance of personal brand building for C-suite level executives and how it can influence the progress and growth of their respective companies. Corporate trainer, Cher Jones, offers insights on how leaders can enhance their presence online; gives practical tips on balancing professional and personal content; and explains the sign…
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Episode #44 - Building an Employee Brand Ambassador Program (with Andrew Seel)
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This episode is a must-listen for any company looking to maximize their internal marketing efforts and how to engage and empower their employees to become ambassadors of their brand. Learn about the importance, the benefits and how to implement an effective employee ambassador program. Andrew Seel, CEO of Togethr, shares how such programs not only …
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Turning Customer Service Hurdles into Loyalty Wins
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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 digit…
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Episode #43 - Incorporating Internal Marketing into Marketing Strategy (with Margaret Molloy)
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Under pressure to build brand and drive growth, more CMOs and business leaders are recognizing that employees are the brand, because employees are the ones charged with delivering on the brand promise to the customer. Internal marketing to employees, therefore, must become a critical part of the overall marketing strategy. Margaret Molloy, CMO/exec…
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