Reimagining Communications with Matt Swain

In this episode of Reimagining Communications, Emmeline Kite, Head of Professional Services and CX, Broadridge Customer Communications International, explores how behavioral science can help organizations create customer communications that are clearer, more effective, and easier to act on. From reducing jargon and simplifying design to improving outcomes and reducing complaints, the conversation highlights how a human-centered approach can transform operational and regulatory communications.

In this episode of Reimagining Communications, Emmeline Kite, Head of Professional Services and CX, Broadridge Customer Communications International, explores how behavioral science can help organizations create customer communications that are clearer, more effective, and easier to act on. From reducing jargon and simplifying design to improving outcomes and reducing complaints, the conversation highlights how a human-centered approach can transform operational and regulatory communications.

Matt Swain is joined by Dr. Annie Wilson, Wharton marketing lecturer and former Vanguard behavioral scientist, to discuss how brands can navigate rising customer expectations. They delve into segmentation challenges, AI’s impact on customer experience, the value of co-creation, and strategies for balancing personalization, scalability, and a strong, consistent brand identity.

In this episode, Matt Swain welcomes Christoph Stehmann, President of Broadridge Customer Communications, to discuss the changing landscape of customer communications. Christoph shares insights from his diverse experience, highlighting industry-wide shifts from focusing on cost savings to enhancing engagement and value with digital solutions. Listen in and explore the balance between standardization and customization, the role of AI, strategies to improve digital adoption, and predictions for how communication will evolve over the next decade.

Brian Solis, author and head of Global Innovation at ServiceNow, discusses his latest best-selling book “Mindshift”, the role of proactive communication, and why storytelling remains at the heart of meaningful customer experiences in this episode of Reimagining Communications with host Matt Swain

Brian Solis, author and head of Global Innovation at ServiceNow, discusses his latest best-selling book “Mindshift”, the role of proactive communication, and why storytelling remains at the heart of meaningful customer experiences in this episode of Reimagining Communications with host Matt Swain

In the decades since he launched Access Data in the “the heady days of the internet,” Dan Cwenar has seen a massive shift in how we regard data: from something we must tolerate to a source of tremendous value. Dan, now President of Investor Communications Solutions, Data and Analytics at Broadridge, shares his experience and insights on data-driven product innovation, surprising new demographic trends, and the future of personalized investor communications in this episode of Reimagining Communications with host Matt Swain.

Drawing upon her passion to solve problems and overcome challenges, as well as her diverse background that spans media, entertainment, technology, marketing, and consulting, Joan Smith, Managing Director and Global Solutions Lead at Protiviti Digital, shares the future of customer experience, the role of AI, and how companies can improve their communications for a better-connected future.

Get your party hat on! Joseph Lo, Head of Enterprise Platforms at Broadridge, and Matt Swain, Head of Communications Insights and Experience at Broadridge, celebrate ChatGPT turning 1. Tune in as Joseph and Matt reflect on the explosive growth of ChatGPT – reaching 100 million users within 2 months of its launch – and how it brought a significant amount of attention to generative AI and its natural language capabilities. Learn how companies are leveraging generative AI and discover best practices for this game-changing technology.

Lisa Kottler, Chief Growth Officer at Sallus Retirement, is on a mission: Make sure all Americans have access to a retirement plan at work. From leveraging blockchain, AI, and humor, Lisa shares her aspirations for the future of the retirement industry. “The bottom line is, we just can't continue to do things in the traditional way and expect to have different results.” Tune in to find out how Lisa is challenging the status quo and how her approach applies to all industries in the latest Reimagining Communications podcast with host Matt Swain.