Inside Job: Making CX Work

Snowflake has made a huge splash in the industry when it comes to data management, but what are its differentiators? In this episode, Jose talks Snowflake’s Global Head of Retail & CPG Industry, Nancy Dou to discuss how they are helping organizations transform, and the challenges they face across the maturity curve of data innovation.

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As Google moves from Google Analytics 360 to Google Analytics 4, what are the key drivers of this change and why? With this update comes a new mindset for marketers and organizations to how they approach analytics to reflect today’s changing consumer. In this episode, Jose speaks with Alex Langshur, Merkle’s Global Chief Growth Officer for the Google alliance to learn more.

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In today’s environment where increasing inflation is rampant, interest rates are skyrocketing, and the market is regularly shifting, wealth management organizations are in the limelight of all consumers. How can they best serve their customers and increasingly introduce innovation? In this episode, guest host Aaron Tellier discusses with Merkle’s Troy Ihlanfeldt and Salesforce’s Michelle Feinstein to learn some of the best practices they’ve seen in the market.

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The financial industry has seen massive changes and innovations over the past few years. While moves to digital-first experiences have clear transitions for sectors such as retail, they look very different for financial services organizations. In this episode, Merkle’s Jonathan Gagliano and Regions Bank CMO Abbas Merchant define the largest customer experience challenges and opportunities in the financial services industry and how to measure the impacts of this transformation.

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Many nonprofit organizations struggle to innovate, giving constituents redundant experiences year after year. Cloud technology has emerged as an efficient tool to help these organizations scale and build an agile solution. In this episode, Merkle’s Nonprofit lead, Jane Portman, and Amazon Web Services’ (AWS) Alex Hart join Jose to talk about key areas of transformation and key use cases for how the cloud can help.

With COVID and rising inflation changing the game, insurers are in a race to enhance experiences across channels and find new ways to innovate. In this episode, Merkle’s Aaron Tellier and John Reid sit down with Adobe’s Chris Young to discuss how insurance organizations should respond to these changes.

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As the pandemic continues to affect business operations, Taco Bell has quickly adapted within the quick-serve-restaurant (QSR) space to connect the customer experience across a variety of channels, including in-app, online ordering, drive-through experience, and more. In this episode, we talk with Taco Bell’s Niraj Revankar and Malia Alley to uncover how their data and marketing platform teams work together to align on key projects to stand up use cases fast.

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It’s no surprise that customer demand excellent digital experiences. In fact, the best experiences quickly become the new expectation for your customers. But how do marketers create these experiences at scale at the pace that customers demand? In this episode, Jose is joined by Adobe’s Alex Pepicelli and Merkle’s Deepak Narisety and Evan Nicholson to discuss how to develop compelling content and build the right team to create efficiency to drive this scale fast.

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• Key takeaways from Adobe Summit 2021

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Customer experience transformation is something that we talk about often on this show. But what does it look like for a B2B organization that started on their transformation journey five years ago? In this episode, Jose chats with Shaun Myers, Director of Supply Chain and Service at Brenntag, a nearly 150-year-old German chemical distribution company operating in more than 77 countries worldwide as well as B2B International’s Head of Growth, Nick Hague.

B2B marketing has changed as buyers continue to get more used to personal experiences. B2B organizations have been forced to be creative to create leads and reach the right buyers (brand/digital ecosystem) in a world that was drastically changed by COVID-19. Brands need to engage audiences effectively in the immersive online world and connect the dots of buyers’ experience.

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