In today's episode, we talk to Antti Kangaslahti. Antti is a customer experience expert with over a decade of experience in top London agencies across a breadth of industries, including FMCG, technology, finance, telecoms, aviation, and education.

We chat about the role of expectations in customer experience, why signature human experiences still matter in an industry increasingly obsessed with AI, and his philosophy of "maalaisjärki” - practical, no nonsense and no hype countryside intelligence from Finland 🇫🇮 

External resources:

• Finntastico website - CLICK HERE
• Finntastico LinkedIn profile - CLICK HERE

Audio-Visual assets:

• Imagery: Photo by Matthew Brodeur on Unsplash
• Music: Hot Thang by Daniel Fridell. CLICK HERE
• Music: Sick Man's Blues by Eric Crosby. CLICK HERE

In this episode, we talk to Simon Spyer. Simon is an entrepreneur and data-driven marketer with experience at some of the best agencies in the UK. 5 months ago, he struck out on his own and started the company Data Agents. Their focus is on helping businesses to determine when and how to use agentic AI to unlock the most value possible. 

We cover what the right circumstances are for agentic AI to add value, how brands can ensure AI agents are controlled and some examples of brands using them well. 

External resources:

• Data Agents website - CLICK HERE
• 10 Agentic Use Cases That Actually Deliver - CLICK HERE

Audio-Visual assets:

• Imagery: Photo by Matthew Brodeur on Unsplash
• Music: Hot Thang by Daniel Fridell. CLICK HERE
• Music: Sick Man's Blues by Eric Crosby. CLICK HERE

In this episode, we talk to Rob Pellow, Executive Technical Director at the independent CRM agency Armadillo, based out of Bristol in the UK.  

Rob is an expert in the somewhat labyrinthine and opaque world of martech and we talked about that world, its current obsession with integrating AI and where he thinks the future is going.  

External resources:

• Armadillo's website - CLICK HERE
• Choice Hacking YouTube Channel - CLICK HERE

Audio-Visual assets:

• Imagery: Photo by Matthew Brodeur on Unsplash
• YouTube thumbnail imagery: Photo by ThisisEngineering on Unsplash
• Music: Hot Thang by Daniel Fridell. CLICK HERE
• Music: Don't Lie by Will Harrison CLICK HERE

This episode features an interview with Angela Harding. Angela is a veteran of the video games industry, having spent over 19 years working at Activision Blizzard. She held many roles there, including VP of EMEA for the legendary and enduring Call of Duty franchise.

But she moved on from that a year or so ago to co-found Inclusive People, whose mission is to empower technology organisations to unlock their greatest asset—their people!  

Join us as we chat through everything from how video games promotion has moved on into her latest venture and the real importance of diversity and inclusion in today’s world. 

External resources:

• Inclusive People website - CLICK HERE

Audio-Visual assets:

• Imagery: Photo by Matthew Brodeur on Unsplash
• Music: Hot Thang by Daniel Fridell. CLICK HERE
• Music: Don't Lie by Will Harrison CLICK HERE

In this episode, we talk to Adam Posner, founder of the loyalty consultancy The Point of Loyalty.

We cover the value of loyalty programs beyond the obvious, when a brand shouldn't have a loyalty program and how a brand's body language can really affect the success of its program. 

External resources:

• The Point of Loyalty website - CLICK HERE
• For Love or Money report 2025 - CLICK HERE

Audio-Visual assets:

• Imagery: Photo by Matthew Brodeur on Unsplash
• Music: Hot Thang by Daniel Fridell. CLICK HERE
• Music: Don't Lie by Will Harrison CLICK HERE

We're back. Sorry, it took a while! But we are back with a bang.

We talk to Amy Harman, Head of Customer Marketing at Hotel Chocolat. We cover the idiosyncrasies of retail marketing, the value of Loyalty programs, the pitfalls of discounting and also mental health in the workplace. 

Audio-Visual assets:

• Imagery: Photo by Matthew Brodeur on Unsplash
• Music: Hot Thang by Daniel Fridell. CLICK HERE
• Music: Shangri-La by Basixx CLICK HERE

In this new episode, we talk to Natalie Howells - a copywriter, author, and all-round creative person. We cover two topics that are close to her heart.

Firstly, how to get the most out of your creative teams, the crucial role of briefing and what impact AI is having and will have on the creative process.

Secondly as the author of "Yeah, but how though? - Personal development for the Neurodivergent" we talk to her about the day-to-day challenges of being Neurodivergent in the workplace, the catalyst for her book and how to meet those challenges.

External resources:

• Natalie's Book "Yeah, but how though? - Personal development for the Neurodivergent" - CLICK HERE
• Natalie's Website - CLICK HERE

Audio-Visual assets:

• Imagery: Photo by Matthew Brodeur on Unsplash
• Music: Hot Thang by Daniel Fridell. CLICK HERE
• Music: You Oughta Know - Rockin' for Decades. CLICK HERE

We've been away for a while but we're back with Season 5 of Everybody hates your brand.

We talk to Tom Phillips. Tom has spent over 20 years in Strategy, working in some of the UK’s best marketing agencies with a focus on loyalty, CRM, and digital – so a man after my own heart. 

He’s worked on brands like BP, Virgin, Costa Coffee, Nespresso, Halfords and Hotel Chocolat and shares that expertise in this season premiere. 

External resources:

• Tom's LinkedIn page - CLICK HERE

Audio-Visual assets:

• Imagery: Photo by Matthew Brodeur on Unsplash
• Music: Hot Thang by Daniel Fridell. CLICK HERE
• Music: You Oughta Know - Rockin' for Decades. CLICK HERE

In this episode we dive into the fascinating and slightly terrifying world of AI with special guest Simone Blakers.

AI. You can’t move in marketing circles (or any business circles really) without someone mentioning AI and how it will help, hinder and/or take over everyones jobs. It’s a scary time for a lot of people but it also seems to be a big opportunity too.

Today we are talking about all of that with Simone Blakers of LiquidCX out of Australia. A former agency leader she now focuses her time on helping organisations understand and navigate the impact of the various types of AI for their people, their brand and their CX.

External resources:

• Simone's LinkedIn page - CLICK HERE
• LiquidCX website - CLICK HERE
• Future for now website - CLICK HERE
• Future for now LinkedIn - CLICK HERE

Audio-Visual assets:

• Imagery: Photo by Matthew Brodeur on Unsplash
• Music: Hot Thang by Daniel Fridell. CLICK HERE
• Music: Pop's don't lie by Peter Crosby. CLICK HERE

In this episode, we go back to school by talking to Professor of Marketing  Yuping Liu-Thompkins.  Not content with being a Professor at Old Dominion University in the US, she is also the Founder and Director of Loyalty Science Lab whose mission is to create and promote cutting-edge scientific research on brand and customer loyalty. 

We talk about what drives loyalty, the value of loyalty programs, what loyalty program features really make a difference and more.

External resources:

• Loyalty Science Lab Website - CLICK HERE
• Loyalty Science Lab's Future of loyalty report - CLICK HERE
• Loyalty Science Lab articles on Medium - CLICK HERE
• Loyalty Science Lad on LinkedIn - CLICK HERE

Audio-Visual assets:

• Imagery: Photo by Matthew Brodeur on Unsplash
• Music: Hot Thang by Daniel Fridell. CLICK HERE
• Music: You oughta know by Rockin' for Decades. CLICK HERE