Customerland

Ever wondered how a great employee experience could be used to build deeper connections with your brand? Or perhaps if Slack was designed to be the ultimate tool for improving employee experience? Get ready to quench your curiosity as we examine how these aspects play a crucial role in business success. Quite a stirring dialogue awaits as we explore the fascinating blend of employee satisfaction, customer expectation audits, and the strategic reinforcement of emotional bonds to your brand.

Finally, let's chat about how Slack and AI are redefining workplace communication and productivity. Rachael Nazzaro, Senior Solutions Engineer at  Slack, reveals her first-hand experience with the platform, showcasing the elimination of communication barriers and fostering of genuine connections. Additionally, we tap into the potential of AI in Slack, which has revolutionized information condensation and search capabilities, saving time and increasing efficiency. Don't miss our riveting wrap-up discussion on change management and how Slack is transforming team communication and collaboration. 

Wondering how to hit the bull's eye in revenue operations? Tune in to our lively talk with Eilon Reshef, one of the masterminds behind Gong's innovative tech. Eilon peels back the curtain on the world of AI-powered data collection and analysis. We navigate the sea of insights this technology offers, eliminating the drudgery of manual data entry, and serving up actionable micro actions for sales pros. We also delve deep into the power of data and how effective usage can have a seismic effect on crucial revenue workflows.

Reshef  talks about AI's growing influence, the industry’s shift towards a more customer-centric approach, and the fusion of roles within revenue organizations. We get a sneak peek into Gong's roadmap, with its shiny new sales engagement product and ongoing upgrades. The episode wraps up with a look at the future of revenue operations, zooming in on AI and GenAI's impact. 

Ever wondered how the world of open banking is revolutionizing rewards and incentives? Join me and open banking consultant Steve Parsons, as we unravel the intersections of open banking, rewards, and the critical governance that frames it all. It's a deep exploration into the General Data Protection Regulations and Payment Services Directive 2, as we discuss how these directives are empowering consumers while disrupting the traditional brand-customer dynamic.

Imagine a world where every reward you receive is tailor-made around your transactional data. That's precisely what open banking is bringing to the table. In our conversation, we take a keen look at how open banking serves as a catalyst for personalized rewards and an interesting angle on cross-selling. We also discuss the impactful idea of personal financial managers and the exciting prospect of frictionless rewards. 

Trust, a cornerstone of any relationship, is even more critical when finances are involved. Tune in as Steve and I dissect the role of trust in open banking and the intriguing ways it shapes both customer and brand behaviors. We also look beyond the financial realm, exploring how open banking tactics can be used in cross-selling and loyalty programs in various sectors like insurance and retail. 

Ever wondered what it takes to integrate two companies post-acquisition? Meet our guest, Emarsys' CEO Joanna Milliken, an experienced tech professional who has worked with giants like Hallmark, Exact Target, Salesforce, and SAP. She shares first-hand accounts about the formidable task of merging Emarsys with global behemoth, SAP. Discover the intricacies of uniting disparate systems, communicating the new power dynamics, and preserving employee morale amidst sweeping changes. We delve deep into the cultural tussles that emerge when a startup spirit meets corporate structure.

From the whirlwind of business transitions, we shift gears to the personal journey of our guest. As an English major who found herself in the seat of a CEO, the transition was far from smooth. Hear about the weight of leading teams across the globe and the constant need for context-switching. We discuss how individuals from non-business backgrounds can excel in executive roles. This episode is a treasure trove of insights, recounting a tale of corporate amalgamation and personal growth - tune in!

Have you ever wondered how customer data can revolutionize your products and services? This episode brings you Jenni Palocsik, the VP of Marketing Insights, Experience, and Enablement at VERINT, who unravels how their customer-centric approach has been a game-changer. Jenni shares her extensive knowledge on the power of data, the significance of VERINT's customer engagement data hub, and how their research reports are shaping the future of marketing.

We dissect the findings of VERINT's CX Holiday Survival Guide - a survey of 400 customer engagement brands, giving you an insider's view into the retail industry's current state. Discover how the use of artificial intelligence and self-service capabilities can help retailers maximize resources. We also highlight the criticality of a quality customer experience and the potential fallout of a negative one.

Finally, we plunge into the intriguing world of bots and Artificial Intelligence, shedding light on their transformative impact on customer engagement. Jenny introduces us to Verint's advanced language model and intelligent interviewing module, demonstrating the tech's potential to revolutionize customer service. We wrap up this enlightening journey with discussions on the VERINT CX Holiday Survival Guide and how retailers can use it to steer through the bustling holiday season. This episode is a treasure trove of valuable insights and practical strategies to enhance your customer experience so buckle up and prepare for a deep dive into the future of customer engagement.

Ron Shamah, CEO of Rightpoint, walks us through the intricate connections between employee experience, customer experience, and product experience. This episode unravels these intriguing interconnections and how they've put a unique pressure on organizations. We bring you a candid discussion on how businesses can reimagine customer experience and tackle seemingly insurmountable challenges with the aid of Rightpoint.

Ready for a glimpse into the future of work? In this engaging episode, we tackle the complexities of AI, the growing confidence of C-suite leaders, and the tools necessary for a fulfilling work experience. We also delve into the challenges that executives face when trying to measure high performance in a hybrid or remote environment. Get ready to navigate the labyrinth of employee experience infrastructure and ecosystem, and learn how to use these tools to your advantage.

We round out the episode by focusing on the potential impacts of customer experience, employee experience and product experience on digital transformation. Tune in as we dissect the methodology involved in implementing a custom insurance website, a single pane of glass customer service system and mobile app upsell and cross-sell capabilities. We reveal how these strategies could result in increased coverage, reduced employee work, and a decrease in customer service rep turnover. Get ready for a revolutionary insight into the Return on Total Experience - the new yardstick that could shape the future of the industry. Don't miss out on this engaging discussion on the future of work.

Have you ever been intrigued by the resilience of athletes and wondered how that could be applied in business? Spencer Kaiboom, the founder and CEO of Pollen, joins us to share his fascinating journey from making it to the baseball major leagues to becoming an entrepreneur. Spencer gives us an insider's view into his life on the field, the extraordinary people who influenced him, and the lessons he learned from his baseball career that now drive his business.

Switching gears, we dive deep into the inner workings of Pollen, the innovative company Spencer built after hanging up his baseball cleats. He enlightens us on how Pollen is revolutionizing the retail industry by integrating technology to create efficiencies among existing middle-mile companies.

In the final leg of our conversation, Spencer uncovers how Pollen addresses the long-standing problem of return shipping costs that has been a thorn in the side for many retailers. Leveraging the existing rideshare ecosystem, Pollen offers competitively priced return pickups, helping brands reduce abandonment rates and maximize their profits. This episode is a must-listen for all those interested in the exciting fusion of sports, entrepreneurship, and technological innovation. 

Peter van der Putten, the Director of PEGA's AI Lab sheds light on how companies can balance the interests of all stakeholders—the company, customers, and citizens. He encourages businesses to prioritize relevance over profit, emphasizing that ethics should not be seen as a constraint but rather as a method to accentuate customer experiences.

We navigate this complex topic, discussing the trade-offs between transparency and accuracy when using AI for marketing decisions. Along the way, we touch on the intricacies of generative AI and proprietary data, and the challenges that accompany their usage. We assure you, now is the time to uncover the importance of ensuring fairness and unbiased automated decisions.

Lastly, prepare to be moved by Peter's insights on the responsible and ethical use of AI in creative works. Highlighting the fundamental principles for deploying AI ethically at an enterprise level, we explore how to inject a human element into the AI process. Balancing value and responsibility is a tricky path to tread, and we discuss how companies can set up processes to scale AI usage responsibly. Join us to expand your understanding of the ethics of AI and how it's shaping the future of business.

Ever wondered how AI could revolutionize customer experience? Get ready to be enlightened by our guest, Mel Si, GoDaddy's Vice President of International Care and Services. Mel provides a fascinating look into the inner workings of GoDaddy's global network of over 5,400 customer advocates spanning 55 countries and 17 languages. We delve deep into how AI is transforming customer service, enhancing customer experiences, and reducing resolution times. The conversation explores how AI technology is opening up never-before-seen opportunities to meet and even exceed customer's expectations.

In the second part of our chat, Mel shines a light on how GoDaddy has harnessed AI to overhaul their customer service strategies. From navigating the complexities of the customer engagement ecosystem to the trials and triumphs of integrating AI-based technologies, Mel's insights are a treasure trove of useful information. We also discuss how to set the right goals, experiment effectively, and pick the most suitable AI solution for your business. If you're looking to up the ante on your customer service game and thinking about incorporating AI, then this is one episode you can't afford to miss.

Ever wondered how a company can craft a customer experience that feels not just personalized, but completely holistic too? Spoiler alert: it’s all about understanding the internal operations of an organization and fostering an ongoing dialogue between business and technology. This is the fascinating world of experience architecture in marketing technology that we'll be unpacking in our latest episode.

Mishel Justesen, DCX Principal, Marketing Technology at Capgemini, guides us through the maze of the customer journey and the technology stack, offering insights into the vital role of relationship building and politics in achieving this. And if you've ever struggled to effectively communicate the importance of experience architecture to different stakeholders, we’ll help you get your message across, harmonizing the technology, cultural, and conceptual elements involved.

Whether it’s finding the right language for effective communication within a marketing team, or exploring the potential of changing incentives as a tool, we've got you covered. Plus, we’ll reveal the correlation between a successful employee experience and an outstanding customer experience. Finally, we’ll discuss how relationship-building and ongoing dialogue between business and technology, with experience architecture as the common ground, can enhance the customer experience. Buckle up and join us on this thrilling journey through the landscape of marketing technology.