Customerland

Our guest for today’s episode is Andrew Cron, who wears many hats as the Senior Vice President, Chief Scientist, and Head of 84.51 Labs. Taking us on a journey through the various aspects of his role, Andrew delves into the possibilities of innovation at Kroger and 84.51. We bring to light fascinating discussion points such as retail media networks, last-mile analytics, and even the exciting potential of using video screens to analyze customer sentiment.

We then steer our conversation toward the future of technology in the retail sector. Imagine a world where new technologies and data science transform the retail experience, from dramatically improved customer service to streamlined supply chain operations. Andrew paints a compelling picture of the exciting promise of edge intelligence, collecting and processing data in real time to inform decisions. This episode is a treasure trove of insights into innovation, collaboration and the importance of finding the right partners to push boundaries and make incredible things happen.

Nitin Badjatia is the Senior Vice President of SAP CX Solution Management. In this conversation, Nitin brilliantly walks us through the delicate balance between surveillance technology, access, and individual rights with a compelling business model - Trader Joe's. This profitable brand has managed to thrive without advertising or loyalty programs, by simply talking to customers and understanding their needs. 

But that's not all, as our conversation with Nitin takes a deeper dive into the role of AI in contemporary organizations. We bring Peter Drucker's 1959 ideas on knowledge workers and Taylorism back to life, examining how they hold relevance today. Discover how the right data can steer you towards the right outcomes, and how AI is forging better relationships by providing understanding at the point of need. Get a peek into how AI is revolutionizing customer service, by accurately categorizing inbound cases and severity levels. Strap on your seat belts for an enriching discussion on how AI is supplementing human decision-making and what it means for the workforce of today.

Imagine cracking open the secret behind Gen Z's snacking habits. That's exactly what we're doing today with Mary Mathes from Alpha Diver. She's here to illuminate us on the four key decision-making factors behind Gen Z's snack choices - function, experience, conformity, and impulse. She elaborates on how these lenses not just mold Gen Z's snacking behavior but also have extensive implications outside of the consumer packaged goods sector. We delve into the fascinating science behind these choices and derive insights on how brands can enhance their engagement strategies with customers.

Ever wondered how the General Population compares to Gen Z when it comes to snacking preferences? We've got that covered too. We survey the landscape of 12 snack categories and 50 brands to understand the differing palates. A surprising revelation is the gravitational pull of both cohorts towards snacks requiring more effort to chew. As we unpack this, we also explore the physiological calming benefit associated with the act of chewing. Uncover if Gen Z is more prone to impulse purchases than other generations and how brands can leverage this. The conversation doesn't stop there. We take a deep dive into the role context plays in our snacking decisions, particularly in scenarios like an airport store. Get ready to absorb, engage and snack on this unique learning experience!

Welcome to the world of loyalty marketing, where data drives decisions and personalization is key. In this episode, we're diving into loyalty programs with Tim Mason, CEO of Eagle Eye and the mastermind behind Tesco's Club Card—a loyalty program that set a new standard in retail.

Tim's insights from his journey with Tesco Club Card and the 2nd edition of his seminal book, "Omni Channel Retail," provide a deep dive into the evolving landscape of marketing. We'll explore how loyalty strategies have evolved and the growing role of personalization in effective marketing. Our conversation also touches on the impact of AI in reshaping the retail industry, creating tailored experiences for customers.

Looking ahead, we consider the future of retail and marketing. We highlight the importance for businesses to not only predict trends but also embrace new approaches to foster loyalty among customers and employees. We'll also discuss a timeless business principle that's particularly relevant in today's competitive markets.

Get ready for an insightful discussion on the future of loyalty marketing, packed with practical insights to enhance your marketing strategies. Tune in and join us on this informative journey.

Passion is a funny thing. It drives us to do the most incredible, and sometimes, the most challenging things. Join us as Nick Leighton recounts a captivating episode of his work with the United Nations World Food Program, and how he creatively pushed for an increase in donations. We venture into some thought-provoking discussions on finding not just profit, but happiness in every business journey. 

As we navigate the ever-changing business landscape, we chat about the role of outsourcing and how AI is transforming processes to boost operational efficiency. We ease into discussions about fears surrounding job loss due to outsourcing, and how AI can be a game-changer for productivity. Don't miss out on our exploration of the benefits of inter-generational communication in the workplace and how trust can be fostered through effective coaching. 

Our guest today, Derek Slager, Co-founder and CTO at Amperity - drops anchor to share his insights on the demise of third-party cookies, a change as monumental as the sinking of the Titanic. Armed with his insider perspectives, we'll navigate the murky depths of customer experience, loyalty marketing, and brand ownership, unpacking the opportunities that lurk beneath the surface of this complex issue.

Venturing further into our journey, we cast a spotlight on the role and value of Customer Data Platforms (CDPs) across different industries. As the winds of privacy and regulation blow stronger, we examine how CDPs provide a beacon of light, offering brands a unified view of their customer. From specialist CDPs to those serving as marketing automation tools, our co-founder guest presents a captivating map of this intricate landscape, revealing how Amperity is charting their own course with robust plug-and-play solutions. 

We plunge into the mystical depths of generative AI, uncovering how this technological marvel is breathing life into personalization efforts and stimulating a revival of classic machine learning techniques. Yet, every silver lining has its cloud. We pause to question the possible pitfalls of this technology, exploring the true value of generative AI and the importance of getting the data right. As we near the end of our journey, we anchor on the shores of creativity and its impact on future business success. So hoist the mainsail, dear listeners, this episode is set to be a thrilling expedition of insightful discussions and groundbreaking ideas.

Ingrid and Mike sit down (virtually) with Gaelle Comte of the Cannes Lion Festival to discover how the Lions Awards have evolved into a standard of creativity, championing diversity with innovative initiatives and tapping into the potential of AI. In this episode, we reminisce about the 2021 Cannes Lions International Festival of Creativity, marvelling at the diversity initiatives that made it an inclusive event, and recognizing the empowerment it brought to female leaders through programs like 'We See It Be It'.

Join us as we dive into the fascinating multidisciplinary approach of the Lions Awards. Reflecting on how the festival has grown, we bring you insights on the new subscription platform, intelligence platform, and other groundbreaking initiatives. We also take you on a tour through the vibrant landscape of the Lions Awards, uncovering industry trends, brand insights, and the treasure trove of winning work. From reminiscing about the French TV program Culture Pub to examining the impact of the Internet on the advertising industry, we have it all covered!

We also examine the rise of AI in creativity and its potential to generate challenging ideas at scale. We underline the significance of user need in the expansion of the Lions Awards and how it has become a benchmark of creativity. "We believe representation and diversity in the creative industry can play a critical role in winning awards and commend the efforts being made to ensure that jury members and other people on stage represent our diverse society." Tune in for a thought-provoking, insightful, and entertaining episode!

Are you ready to elevate your CX game? Dive into the intriguing case of Compassion International and discover how emotions have emerged as the most accurate predictor of loyalty. We'll challenge the status quo, discussing why simply eliminating negative experiences might not be enough to foster positive relationships. Embrace the significance of 'emotional wow' and learn how it trumps mere efficiency. Hear from Jim Tincher, CEO at Heart of the Customer, as he passionately expounds on the key role of emotions in service recovery and loyalty. Lastly, don't miss out on the golden opportunity to join a vibrant cohort of 11 other CX professionals to brainstorm and strategize. And remember, we have discount codes for Jim's conference, just waiting to be claimed!

Ready to unlock the power of values in marketing? Join us on this enlightening journey with our guest, David Allison, founder and CEO of Valuegraphics. David passionately shares how his company uses data to comprehend the values of potential consumers, helping businesses create effective and standout campaigns. He reveals how understanding these values can help marketers create campaigns that resonate with their target audiences. But that's not all; this data can help companies identify their unique selling propositions and set themselves apart from the competition.

You can check out David's latest book, "The Death of Demographics" here.

Ever wondered how your values drive your decisions? We'll explore this intriguing phenomenon, taking a deep-dive into the mysteries of the brain. We examine the role of the insula - a part of the prefrontal cortex - in filtering information based on our values. How do emotions influence decision-making? We answer this and more, discussing why converting values into data is crucial. Trust us; this understanding can be a game-changer for marketers in our KPI-driven world.

Lastly, we're going to dissect the role of values in fostering a sense of belonging. We discuss insights from Google XI, sharing how event planners can create more inclusive and engaging gatherings. We introduce the Valuegraphics Belonging Index, a groundbreaking tool that maps what belonging means to different groups. It's an invaluable resource for tailoring experiences to resonate with specific audiences. Join us for this riveting episode unraveling the fascinating intersection of values, decision-making, and marketing!

Super enlightening discourse with Laura Wronski, the director of Research at SurveyMonkey - we dissect the State of CX report and the AI and the Customer Experience report. These reports are not just pages of data but they hold within them intriguing disparities between what CX and digital marketing professionals expect AI to contribute positively to customer service, and what customers actually expect. Laura also lifts the curtain on how the SurveyMonkey team is harnessing their platform to garner valuable insights that guide their decisions.

It's no secret that customer expectations are skyrocketing but are the brands able to match up to them? As we move along, we dig deeper into this widening chasm between customer anticipations and brand deliverables. Borrowing insights from Laura, we put forth the concept of customer expectation audits - a strategic tool to bridge this gap and build an emotional connection with customers. We also attempt to unravel the potential of AI in customizing customer experience. 

The final segment of our discussion brings into focus the stark differences in customer experiences when dealing with AI versus human customer service agents. Can you guess who was more likely to promote a brand? Hint: It's not the AI. Yet, we also discover the areas where customers are more likely to lean towards AI - like getting personalized deals or understanding a product or feature. The debate of AI vs Humans in customer service is far from over, and this episode makes some compelling revelations. Tune in and join the conversation.