Matt Swain moderated the Xplor19 panel discussion, “Customer Experience: A Moving Target” in May with Hailey Wilson from Illumina and Antoine DuPont from Katapult Marketing. In this interactive discussion, the three customer experience and communication experts offer their insights – from a changing marketing landscape to quantifying CX.

Kaspar Roos, founder and CEO of Aspire Customer Communications, a boutique consulting firm specializing in the customer communications management (CCM) and digital customer experience industries, answers “The Big Communications Question.”

Chunka Mui reflects on how his measurements of success have taken on a global scope, how we can learn from the failures of others, and how innovative achievement often requires getting out of our own way in the podcast, “Succeed to Create a Better World.”

In the 15th episode of Matt Swain’s “Reimagining Communications” podcast, Pat McGrew, Senior Director of Production Software and Services at Keypoint Intelligence–InfoTrends, shares her ideas for improving communications – from tactical workflows to future strategies.

You may know people with the title of “Customer Experience Specialist” and “Customer Communications Specialist”, but what about “Customer Experience Communication Specialist”? Hailey Wilson from Illumina embraces this title and shares how focusing on both disciplines creates great results for customers and companies.

The worlds of B2B and B2C are colliding – and the ripple effect is impacting the customer journey, the buyers’ mindset, and customer engagement strategies. Joanne Gore, seasoned B2B marketer and Founder of Joanne Gore Communications, shares how your company can navigate this new territory in Matt Swain’s latest Reimagining Communications podcast, “Where the Worlds of B2B and B2C Collide.”

From launching the first electronic bill nearly 20 years ago to incorporating emerging technologies to meet tomorrow’s CX expectations, Debbie Miglaw has been an instrumental product visionary. In this Reimagining Communications podcast, Debbie explains how to balance the communication expectations of consumers and the business needs of clients.

Deborah Bussière, Chief Marketing Officer at Broadridge, sits down with Matt to discuss the evolving role of marketers as the voice of the customer and brand – from driving sales to enhancing the customer experience.

What can a company that sends customer communications learn from a skincare pop-up retail experience in Tokyo? You may be surprised! Join Matt Swain as he discusses skincare, enchanting experiences, and the Future of Communications design challenge with Emily Wengert, Group VP of User Experience at Huge.

From the trenches of a Blue Cross Blue Shield plan—where he was tasked with improving communications and optimizing member experience—to launching a health insurance communications survey in his current role leading the health communications strategy at Broadridge, Jeremy Urbas brings invaluable market perspective to our latest podcast. In this episode, Matt and Jeremy discuss how the market is evolving and the critical role of member communications.