Customerland

Ever wondered how a company can successfully penetrate the US market after a successful run in Asia? We've got Sameer Garde, the illustrious CEO of Capillary, a company that's revolutionizing the loyalty space, here to answer that question and much more. Capillary's innovative approach to customer loyalty has seen the company grow exponentially, with their groundbreaking acquisitions playing a significant role in their expansion strategy.

In our enlightening discourse, Sameer discusses Capillary's unique consulting design strategy and the importance of building a compelling financial business case for loyalty programs. He also sheds light on Capillary’s recent acquisitions of Brierley and Connect, two companies that have significantly boosted Capillary's capabilities. The conversation also uncovers the company's foray into Europe and its burgeoning presence in the banking and telecom industries through the acquisition of Connect. Join us as Sameer imparts his wisdom on growth strategies, customer loyalty, and the future of Capillary. This episode offers a rare peek behind the curtain of Capillary's impressive growth journey.

What if you could understand the key to customer loyalty, employee retention, and an impressive customer experience? We unearth these insights with Ginger Conlon and Claire Beatty from Genesis in our enlightening conversation about the 2023 State of CX Report.

Our journey navigates through the current landscape of customer experience, exploring the intriguing statistic that only 43% of customers feel highly valued post-interaction, leading us to question the role of relevance in this sphere. We dissect what constitutes a poor customer experience, and the alarming speed at which customers switch businesses after a negative encounter. The chat takes a turn into the digital world as we scrutinize the current state of digital transformation, with companies transitioning towards an omni-channel experience.

As we delve deeper, we tackle the widening chasm between customer expectations and what businesses can provide. The complexity of crafting a personalized digital experience without sacrificing empathy becomes glaringly evident. Furthermore, we unravel the people paradox - the dilemma of employee retention despite a strong focus on recruitment. 

Ready to unravel the complexities of cloud migration? Guaranteeing a deep dive into the blended world of on-premise solutions and cloud technology, today’s discussion will leave you informed and prepared to make effective decisions about your organization's data solutions. Teaming up with our partners from telephony providers, we'll enlighten you about the possibility and practicality of maintaining your on-premise telephony whilst utilizing cloud applications. It’s not about forcing the transition, but working around what you have.

In the second half of our discourse, we introduce 'open C-Cas' - an innovative approach that puts you in control. This 'bring your own technology' method allows us to work around your existing and perhaps, immovable state. It’s about adaptability and flexibility, the freedom to use the cloud for certain applications while keeping some things on-premise. If you're wrestling with the decision of cloud migration, this episode will equip you with a balanced perspective, helping you make educated decisions about the future of your data solutions.

Get set to unravel the mysteries of AI as we enter the world of machine learning with our esteemed guest, a leading engineer from Relex. Promising to enlighten us, they will shed light on how their innovative AI platform is revolutionizing the customer experience and business operations. Discover how AI is not just a buzzword but a powerful tool that's enhancing productivity, intelligence, and our quality of life. And for those who fear the 'black box' of AI, don't fret. We'll discuss why transparency in AI is not just desirable, but essential. 

As we pull back the curtain on AI, we probe into trust and bias issues, which are gaining increasing significance in the AI and ML landscape. Our expert guest, Emmanuel Raj from Relex, takes us through the process of ensuring that AI systems are fair, trustworthy, and free from bias, emphasizing the need for human-machine collaboration and understanding the reasoning behind model decisions. We also delve into the candid conversations with clients about the trust and transparency issues that AI presents. And as we wrap up our enlightening discussion, we highlight the role of tools like Chat GPT in fostering education and trust in AI systems. So, sit back and gear up for a journey into the captivating intersection of AI, trust, and education.

Have you ever pondered how a seemingly insignificant experience can completely transform your perspective? That's the journey we embark on today with John Sills, a customer experience consultant who has seen it all. John shares his rich career journey with us, discussing everything from customer-led success to the importance of customer immersion and engagement. 

Imagine walking into a shop in Islington, London. This isn't just any shop - it's John's family's shop. His mantra, "make your casual custom permanent," still echoes through these walls, carrying stories of past customers and their experiences. While we dig into the current state of customer experience, John prompts us to think about its future. We ponder on the role of AI in enhancing customer interactions and the risk of losing sight of our customers in this rapidly evolving, product-led era.

We also have a frank conversation about the importance of empowering employees to create excellent customer experiences. Using the story of a friend's unpleasant burger joint experience, John paints a vivid picture of how failing to empower employees can drastically impact customer experience. This episode will challenge you to reflect on your own experiences as both a customer and a provider. It will prompt you to think about how you can evolve to better meet your customers' needs, all while preserving the human touch that makes experiences memorable. Join us and let's redefine customer experience together.

Can sustainable customer loyalty truly exist in the airline industry? Join us for a captivating conversation with a true innovator in the world of loyalty and sustainability. Our guest shares their awe-inspiring journey from British Airways, Ernst & Young, and Jet2.com to breaking new ground with Emirates, FlyB, and the Green Aviation Summit. Discover how the airline industry grapples with the oxymoronic concept of sustainable loyalty and the impact of corporate travel policy on the intention-behavior gap for business travelers.

Navigating the challenges of encouraging sustainable air travel is no easy feat. We dive deep into the complexities of motivating loyalty scheme members to offset their carbon emissions and explore the factors at play, such as transparency, trust, climate knowledge, and the effects of Covid on travel behavior. Learn how the corporate travel market and airline associations have differing perspectives on travel and the crucial role that effective communication plays in helping consumers understand the implications of their choices.

As we journey through the fascinating intersection of sustainability communication and change management, we examine the impacts that lead certification has on property sales and leasing, as well as the ways professional service firms like PWC in the Netherlands are adapting to meet their customer base's demands. Join us as we uncover valuable lessons in revolutionizing customer engagement, environmental responsibility, and the future of loyalty and change in the travel industry. Don't miss this insightful discussion that will leave you questioning what you thought you knew about loyalty and sustainability.

What if there was a way to future-proof your AI solution while integrating it with the latest and greatest advancements in the industry? Look no further, as we explore the Open DaVinci framework, a remarkable breakthrough that combines Verans AI with other cutting-edge technologies like generative AI from OpenAI and Chachi PT, Microsoft Cognitive Services, redaction, and forecasting capabilities with Facebook Prophet. 

How can data-driven insights create trust and foster lasting customer relationships? Join us as we sit down with Nikola Mijic, CEO and co-founder of Matik, who shares his expertise on infusing data into every point of the customer journey. Drawing from his experience at LinkedIn, Nick reveals how data has been integral in building credibility and trust with customers, ultimately leading to better business outcomes.

But what about the challenges surrounding data access and making sense of it all? That's where our conversation takes an exciting turn as we explore the importance of customer success and continuous improvement. Discover how a strong listening process lies at the heart of every customer success effort, and how being flexible and adaptable can help your company identify unique changes catered to your customers' needs. Don't miss out on this engaging discussion with Nikola Mijic, and uncover the secrets to building trust through data narratives!

What happens when you prioritize company culture and employee experience above all else? Join us as we dive into a fascinating conversation with Alida's CEO, Ross, and their Chief Marketing Officer, Mary Kay Evans, who share their winning strategy that has not only set them apart in the market but also sustained them during the Great Resignation. Discover how their 23-year-old invention has played a pivotal role in understanding customers and employees through the power of community and trust, ultimately leading to an exceptional customer experience.

But that's not all - we also explore Morning Brew's journey with Alida, and learn how their Director of Insights and Analytics, Mike Nailin, harnesses the chaos of data to create meaningful opportunities. Find out how Alida's unique approach to targeting professionals who genuinely care about a brand has enabled them to become a crucial part of C-suite decisions. We also delve into the immense value of community feedback in gaining customer trust and engagement, and share tips on closing the loop with customers to boost satisfaction. Don't miss this insightful episode that will surely make you rethink the significance of company culture and community in today's competitive business landscape.