Inside Job: Making CX Work

What type of experiences are adding value, driving engagement and helping marketers learn more about their customers?

In our current environment, engaging experiences are key for building first-party data. In this episode, we talk to Pete Stein and Jen Gray on the key trends within digital experience and e-commerce, key examples, and where to start.

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The world of retail and eCommerce drastically changed last year. In this episode, Jose sits down with Merkle’s Kelly Holmstrom and Isobar’s Dave Meeker to discuss how organizations have pivoted and innovated to harness digital experiences, which COVID-induced trends should (and shouldn’t) stick around, and making the most of in-person experiences going forward.

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Changing how people work, producing outputs that matter, quickly and collaboratively, requires enterprise agility. This requires the business to harmonize through a true customer lens, rather than center around the structures, systems, processes, and core capabilities required to deliver it. In this episode, Margie Chiu, SVP of Merkle’s Consulting and Strategy Group talks about where to start to build a customer-centric organization and the importance of executive sponsorship.

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Data transformation seems like a broad topic, but what does it actually mean for organizations and how can they measure it? In this episode, Merkle’s Gaelyn Almeida shares why this transformation is so important. Other points discussed:

What is digital transformation and how should organizations think about it? In this episode, host Jose Cebrian sits down with Matt Naeger, Chief Strategy Office of Merkle Americas. They discuss:

What is the Inside Job: Making CX Work podcast all about? In this inaugural podcast, host Jose Cebrian kicks off the series and explains why making this transformation is so critical for organizations. Each episode will dissect key aspects of making this transformation a reality and will delve into not only how to think about these concepts but also how you can make them happen.